Master Data 

MANAGEMENT

Free up your team by offloading updates and additions to Epic master files

Take master data management off your team's to-do list. We'll handle regular updates and additions to common Epic master files.

This includes new record build, existing record maintenance, and retired record inactivation for recurring master file data loads (e.g., FDB, MediSpan, IMO, etc.), new departments as you grow your business, content management across applications, requests for new or updated order sets and protocols, and more.

CONTENT MANAGEMENT Nordic can provide regular content updates for standard content such as FDB, Medispan, IMO, CPT-4, etc. Content management includes not only updating the reference data sets, but also configurations needed to link the content to existing modules.

USER (EMP) AND PROVIDER (SER) MAINTENANCE

Our team can assist you with onboarding, offboarding, staff transitions, and extended leaves of absence. We can also help with template management, contact verification, and collaboration for credentials.

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 race to the top of 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  you're struggling just to keep the lights on. 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.

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.

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