Soarian Clinicals, Soarian Financials, Allscripts TouchWorks, Allscripts PM Legacy Health IT Support Client Case Study

Mary Washington Healthcare, Fredericksburg, Virginia

About the Client

Mary Washington Healthcare is a not-for-profit regional health system consisting of a school of radiology, two hospitals and 28 healthcare facilities, including Mary Washington Hospital, a 442-licensed bed acute care hospital located in Fredericksburg, Virginia; Stafford Hospital Center, a 100-bed acute care hospital located in Stafford, Virginia; as well as the Mary Washington Hospital School of Radiologic Technology. The academic program at Mary Washington Hospital is fully accredited by the Joint Review Committee on Education in Radiologic Technology (JRCERT) and meets national standards set by the American Society of Radiologic Technologists (ASRT).

Project Background

In preparation of its major Epic go-live transition across its full health system, Mary Washington Healthcare turned to an expert legacy support partner for comprehensive, 24/7 legacy health IT support for all applications migrating to Epic. This engagement was originally delivered by Stoltenberg Consulting, now a Med Tech Solutions (MTS) Company, and included legacy support for Oracle Cerner Soarian Clinicals, Soarian Financials, Soarian Scheduling, Cerner OPENLink, Cerner Pharmacy, Cerner MAK, Cerner Syngo Radiology, Allscripts TouchWorks (Altera), Allscripts PM (Veradigm), Allscripts Homecare and Hospice, Allscripts FollowMyHealth, Sunquest Lab, Acudose, GE CPN, GE CPM, the 3M full suite and T-systems. As an added depth of technical support, MTS also handled server upgrades and support for 3M, as well as report modification, design and build across all legacy applications.

During the engagement, day-today support included service requests, routine application dictionary or table maintenance, user account creation, custom reporting requests, help desk support and issue resolution, interface monitoring and error correction, data migration for archival solution for legacy systems, and conversion assistance. The revenue cycle management (RCM) legacy support team focused on daily operational RCM support, resolution of break/fix issues and end-user tickets, transmission of outgoing claim files, receipt of incoming payer remit files, hot fix applies for vendor application issue correction, monthly server maintenance updates, special reporting needs for extract creation, and SQL job creation.

As Mary Washington continued to expand Epic services throughout the organization, health system leaders utilized MTS for assistance, ensuring a smooth transition with an economical approach. MTS provided support for Epic ambulatory data extraction, scheduling conversion support, Epic go-live call center support, and supplemental Tier 1 Epic service desk support. MTS even stayed on post-live throughout the Epic stabilization period, as team members aided with Epic optimization requests.

Throughout the major system transition, MTS served as a flexible resource partner, seamlessly blending with Mary Washington’s internal teams, departmental policies and organizational culture. This reliable partnership ensured continuity of end-user support quality, along with peace of mind for internal IT teams, as they focused on new system education, onboarding and priority projects.