Success Stories: MANAGED SERVICES: LOMA LINDA UNIVERSITY HEALTH

Nordic provides application maintenance and support to Loma Linda University Health's affiliates

Project Scope Overview

  • Corporate Headquarters: Loma Linda, CA
  • Facilities: 2 hospitals, 13 FQHC ambulatory sites; new sites anticipated in the future
  • Engagement Dates: Jan. 2017 - Dec. 2021
  • Applications Supported: 13

The Nordic Team

  • 60+ application analysts across Managed Services
  • 9/10 aggregate customer satisfaction score
  • 95% cumulative SLA resolution rate
  • Blended staffing model with support from primary, secondary, and on-call rotation team members

Results

  • Closed around 500 tickets per month in the first three months
  • Met SLA targets for both engagement and resolution in the second full month of service
  • Consistently exceeded monthly engagement and resolution SLAs
  • Received an average score of 9.25 out of 10 in client satisfaction in biannual survey

Loma Linda University Health engaged Nordic in early 2017 after completing its Community Connect extension to Social Action Community Health System (SACHS) and Riverside University Health System (RUHS). Loma Linda sought a partner to provide consistent Tier 2 support across all Epic applications for RUHS and SACHS to allow Loma Linda to pursue additional affiliate relationships.

Nordic was selected as a trusted partner based on the support they provided during Loma Linda's Community Connect implementation to RUHS and SACHS. Once engaged, Nordic moved quickly to staff Managed Services application analysts across 13 Epic applications and a full-time service delivery manager for an initial five-year engagement. The team rapidly increased SLA compliance for Loma Linda's affiliates, closing around 500 tickets per month for the first few months. Nordic's team has helped Loma Linda affiliates work through an existing ticket backlog, create efficiencies and process improvements for future work, and develop resources for onboarding staff.

Get the experienced, close-knit support an Epic extension demands.

Contact Us