Epic Help Desk Support
Cut Epic IT Spending and Issue Resolution Time
Today’s IT departments are pressured by competing projects, budgetary concerns, high turnover and staff burnout, along with an industry-wide lack of qualified IT staffing. Stoltenberg Consulting’s Epic Tier 1+ Service Desk Line is the go-to solution, offering all-inclusive packaging or customized support specifically catered to your organization’s budget, IT landscape and end-user needs. Whether for select facilities or across your entire health system — nights and weekends or around-the-clock support — our Epic Service Desk is here with flexibility as IT demands and user expectations change.
Named 3x Best in KLAS for Partial IT Outsourcing, Stoltenberg’s Epic Tier 1+ Service Desk provides Tier 1+ and optional Tier 2 and 3 support for healthcare organizations. Our extensive knowledge and expertise aids with quick but thorough first-call resolution, Epic system knowledge transfer and workflow optimization throughout the Epic suite of applications.
Efficient Epic IT Help Desk Support
Unlike traditional IT outsourcing options or internal staff performance focused on ticket taking, Stoltenberg delivers 75% or higher first-call resolution, driven by specific Epic expertise and critical event experience to anticipate user needs and solve ticket issues quickly. While this is our baseline, Epic service desk clients typically see 84% or higher FCR to eliminate clinical care delays and optimize the user experience — whether for operational staff, clinicians, or patient users.
Named 3x Best in KLAS for Partial IT Outsourcing (PITO) support
1:1 provider sessions to address all clinician EHR special requests or education needs
IT support desk EHR break/fix and reporting capability. No escalation required
Physician only concierge line for priority response to eliminate clinical care delays
Go-live call command center for new system transition or EHR new version upgrades
Stoltenberg Consulting was founded in 1995 and has supported Epic clients for more than 17 years
A cross-client average of 84% or more of Service Desk requests resolved on the first call/interaction
Resolved an average of 6,800+ calls per month for all Epic clients
24/7x365 support, or just nights and weekends, during weather emergencies, all based on you needs
Average requester wait time is less than 10 seconds, with only less than 3% call abandon rate
Epic Help Desk Support
- Remote User Set Up
- System Access Requests
- End-User Password Resets
- End-User Security Template Change
- Clinical and Financial System Navigation/Shadowing
- End-User Assistance On Workflow Related Issues Not Requiring System Build
- Override/Overrule Adjustments
- Scheduling Template Adjustments
- Front-End Changes
- Department Appointment Report (DAR)
- Preference Lists
- Smart Text Lists
- Navigators
- Assessment Flow Sheets
- MyChart Patient Portal Support
- Both Clinician and Patient Support
- End-User Training For Function Based Inquiries
- Telephone Encounters
- Results In Basket Messages
- Refill Encounters
- Creating Encounters
- Order Entry
- Verifying User Logged Into Correct Department
- Adding User To Pools
- Ambulatory Flow Sheets
- Creating Personalized Schedule
- Adding To A User’s Preference List
- Creating Favorites
- Creating Smart Phrases
- How To Use Smart Text
- Telephone Encounters
Optional Tier 2 and 3 Support
While adhering to agreed upon change control processes, our Tier 2 and 3 support covers the system entry, application assignment, and/or immediate resolution for all Master File builds, as well as Advanced Build support requiring Epic Certifications.
- EpicCare IP Orders
- Ambulatory
- ADT/Prelude
- Claims
- Radiant
- OpTime
- ClinDoc
- Cadence
- Resolute HB and PB
- HIM
- ASAP
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