Managed Services

“Optimum was part of the family. Every request was handled promptly and professionally. I couldn’t have asked for a better partner.”

Terri Couts, VP, Clinical Systems and Epic Applications Program.


Maintaining the quality

"Optimum was a great partner. They’re not just a vendor providing people, but a partner that works with you to get the outcomes you need."

- SRI BHARADWAJ, Director of Information Services, UC Irvine Health

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It turns out the implementation of your Electronic Health Record system (EHR) was the easy part. However expensive and arduous the implementation phase of your EHR system was, you now need to support it. Have you designed and established a functional support model? Are you struggling to provide support to your end-users? If you are struggling to manage and maintain these functions, there’s a reason. The implementation of the EHR was a capital expenditure for a one-time event and more importantly, no live users were working in the system. Ongoing EHR support is real. It’s funded through operations. And it’s forever.

Optimum Healthcare IT’s Managed Services consultants recognize the difficulty many organizations are experiencing with ongoing user and system support, regarding both quality and cost. EHR support is all-consuming to an IT department. The technology support of other organizational priorities such as ICD-10, telemedicine, patient engagement, population health, and predictive analytics are falling short.

Managed Services

Solutions offered with our Managed Services:

  • Establishing a steady-state EHR support model that meets the needs of your organization can be a difficult exercise.

    At Optimum Healthcare IT, we have experienced leaders who can guide you through designing and hard-wiring an effective EHR support model. Our people have implemented successful programs in many complex organizations and realize this is much more of a science than an art. The Optimum team will guide you through the development of a functional support model addressing areas such as a leadership & accountability structure, staffing models & staffing volumes, job roles & job descriptions, governance, change management, and much more.

  • It turns out the implementation of your EHR was the easy part.

    Optimum Healthcare IT has hundreds of highly experienced certified Epic analysts covering all modules and functions of Epic’s enterprise system. These resources can provide analysis, design, build, and testing of your Epic system under a fixed bid, task-based, or hourly pricing model. Services are typically performed on a remote basis with an initial orientation and periodic visits on-site if/as needed.

    We understand the importance of having defined methods for working with dedicated on-site staff and have specified procedures for use where needed. Epic application support includes but is not limited to remote staff augmentation, routine system maintenance, issue management & resolution, and projects & enhancements.

  • Local, on-site support team trained to support your EHR.

    Optimum Healthcare IT believes that users, not inanimate software, are the center of the EHR support model. When the needs of the users are not understood, system builds can be performed incorrectly or include unnecessary steps. Optimum views user support and system support as separate, but closely related, divisions of labor within the support model.

    Optimum’s experienced EHR Practice Support Advance Team can stand-up a local support model for you. Our Advance Team hires and utilizes local resources and runs them through our EHR Practice Support boot camp prior to assigning them to a client on a dedicated basis.

  • The service desk is often the first, or only, line of defense in an organization’s support model.

    Optimum Healthcare IT considers the use of EHR Practice Support Specialists in rotation on a Clinical Service Desk as the gold standard of clinical service desk support. Specialists who spend only part-time on the service desk, and the remainder of the time in the field, are going to provide the most effective support. We also believe that the objective of any supported model should be to greatly reduce the number of service desk calls altogether, and we believe our contemporary approach to EHR support does just that. Reducing both cost and user frustration.

  • Addressing the support challenges posed by legacy systems and conversion issues.

    With a new EHR implemented, your legacy systems still need to be supported. Diverse legacy systems and IT architectures make each client’s IT challenges unique, requiring resources with the knowledge and experience to deliver customized support solutions. With our team of highly skilled, vendor specific product specialists, Optimum Healthcare IT can help support your legacy systems by providing on-site transition planning, support, and maintenance. Our support can also include remote management, training, and knowledge transfer for transitional personnel.

    With your people focusing exclusively on learning the new applications, the expert resources from Optimum can maintain and support the legacy systems to ensure that they continue to perform seamlessly in an evolving IT environment.

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