Enterprise Application

SUPPORT

Expand bandwidth and reduce costs with our expert support and maintenance

Is your team burned out or understaffed on EHR support and maintenance tasks? Are you looking to reduce the cost and headache of ongoing issues management and resolution?

Our managed services consulting team shoulders the burden of support and maintenance tasks, providing high-level knowledge and practical expertise at a predictable cost. By offloading application support to us, you’ll gain greater operational visibility into your SLAs and KPIs and take advantage of economies of scale to bring down costs.

The advantages of managed services

ACHIEVE BETTER OUTCOMES AT COMPETITIVE COSTS Stop the endless cycle of system maintenance and get back to the projects that push your organization forward. Through carefully defined SLAs, our managed services team quickly resolves support issues while providing users exemplary customer service experiences at competitive costs.

RELIEVE THE PRESSURE OF HIRING AND RETAINING TOP TALENT Attracting and retaining healthcare IT expertise can be a huge challenge for organizations large and small. Nordic has a track record of acquiring and retaining the industry's best talent, growing to over 850 employees in just seven years. Our managed services team brings the system experience you need without the stress of filling full-time roles.

PUT THE KEYS TO YOUR EHR IN CAPABLE HANDS When it comes to servicing your EHR, we offer the most value. Our senior consultants average 10 years of health IT experience and five Epic certifications. We also put quality and completeness first when crafting our SLAs, ensuring cost effectiveness without sacrificing great user experiences and successful outcomes.

RESOLVE TICKETS QUICKLY Worried about significantly higher ticket volumes around a go-live, upgrade, or other major EHR initiative? We guarantee speedy ticket resolution at agreed upon service levels. Trying to tackle a large ticket backlog? We can do that too, resolving any number of outstanding application issues throughout your system. Finally, as you experience the short-term value of this type of support, you may consider long-term application support as a new way to keep your system in peak condition.

FOCUS ON STRATEGIC INITIATIVES When support and maintenance work takes priority over new projects, optimization can feel like a struggle. Our managed services team frees your staff to focus on the projects that foster genuine employee engagement and satisfaction while making meaningful improvements throughout your system.

PREDICT COSTS AND KEEP INCENTIVES ALIGNED Our capitated pricing model eliminates surprise costs while ensuring our incentives are fully aligned with yours. By taking ticket volume out of the equation, we focus on solving problems at the root cause and give you a clear forecast of costs throughout the duration of our engagement.

IMPROVE OPERATIONAL VISIBILITY In addition to defining and meeting SLAs, we also generate monthly reports showing you the KPIs that matter most. From backlog reductions, to monthly ticket volume and more, we paint a clear picture of your operational efficiency.

ENHANCE THE OVERALL HEALTH OF YOUR SYSTEM Our service model is designed to resolve issues in the short term while optimizing your EHR in the long term, ultimately lowering ticket volume through steady system improvement. We turn support and maintenance into micro optimization projects, promoting overall system efficiency with each engagement.

ENTERPRISE APPLICATION SUPPORT

Nordic Managed Services provides a unique capitated service to the healthcare industry: specialized expertise across the spectrum of Epic applications for cost-effective, high-impact system management and maintenance for healthcare systems of all sizes.

INCIDENT RESOLUTION

Nordic can manage the day-to-day resolution of open end-user cases in the form of break/fix work for specified application tickets. Issue resolution services can assist with short-term surges during go-lives or upgrades or ongoing application management. Regardless of the setting, service level agreements guarantee quick, responsive service.

Request Completion

Nordic can complete the daily configuration and application build requests to maintain an up-to-date system. We manage the build process from design to initial build to unit and integrated testing, through to migration into production. And we'll adhere to your change control process throughout it all.

Queue Monitoring

We handle your interface errors (orders, results, messages, ADS, etc.), In Basket error pools, orders and results routing, MyChart issues, billing and charge router work queues, and more.

Industry-leading quality

Benefit from the shared knowledge of our KLAS-proven Epic experts. We provide the right staff for the right work with dedicated management and oversight.

60+Application analysts across Managed Services
95% Cumulative SLA resolution rate
9.3/10 Aggregate customer satisfaction score
155 Epic certifications

Nordic and Loma Linda University Health

After completing their Epic Community Connect extension to Social Action Community Health System (SACHS) in August 2016, Loma Linda University Health (Loma Linda) engaged Nordic's Managed Services team to provide Tier 2 support across the Epic enterprise suite of applications, enabling continued affiliate expansion while ensuring consistent high-quality, cost-effective Epic support for their live affiliates.

Since kicking off in January of 2017, The RUHS/SACHS Managed Services project is off to a great start. In addition to ramping up efficiency as they work through an existing backlog, the team is also developing and implementing process improvements at RUHS/SACHS, including a root cause analysis process, a request fulfillment process, and an onboarding checklist. These early successes have prompted further engagement with Nordic on two small pilot programs as well as possible Managed Services support for future affiliate rollouts.

Let our industry-leading consultants manage your support more efficiently and free up your team for more strategic work.

Contact Us