Success Stories: MANAGED SERVICES: ADVANTAGECARE PHYSICIANS

Nordic Managed Services provides broad application and quarterly upgrade support plus select project services

Project Scope Overview

  • Corporate Headquarters: New York, NY
  • Facilities: 36
  • Physicians: 450
  • Care Teams: 165

The Nordic Team

  • 100+ 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

  • Resolving over 150 incidents per month and over 600 requests per month
  • Averaging SLA adherence of over 99% across all application areas
  • 90% of SER tickets and 95% of EMP tickets resolved same day
  • Across all applications, Nordic resolves 50% of incidents within 24 hours and over 80% of requests within 24 hours
  • Nordic owns ACPNY's Epic quarterly upgrade process

AdvantageCare Physicians’ lean IT team was struggling to serve its end users and was overwhelmed by the task of balancing strategic and improvement projects with daily EHR support and maintenance tasks.

In early 2016, Nordic Managed Services began providing support and maintenance for AdvantageCare Physicians’ provider (SER) database and Cadence schedules. After seeing an immediate positive impact, the partnership has steadily grown to include application support for Cadence/Prelude, PB and PB Claims, and the majority of Ambulatory applications. Nordic continues to provide SER database maintenance and has expanded to provide user/security (EMP) database maintenance. In addition, Nordic handles ACPNY’s quarterly upgrade support.