Over the last decade, a significant amount of time and resources have gone into rolling out technology for patient care, specifically Electronic Health Record Systems (EHRs). As of 2019, 96% of hospitals that report to the Center for Medicare and Medicaid Services (CMS) have adopted EHRs, a 90% increase from 9% eleven years ago. EHR technology integration has significantly improved the patient continuum of care journey to include patient monitoring, patient data collection, billing, and revenue, just to name a few.

With the evolution of technology use in healthcare, technical support such as a Technical Service Desk has had to evolve to require a higher level of critical analysis and support causing the emergence of the need for more Clinical support options, such as a dedicated Clinical Service Desk. Clinical Service Desk analysts need to have specialized
knowledge in EHR Clinical applications as well as healthcare in general. Analysts need to be able to support the clinician as best as possible at the time of an encounter or service so that they can get back to the business of providing care to their patients.

Enabling the Ability to Thrive – Fostering Clinician Happiness

In general, technology systems are not known to be user friendly nor are they intuitive, making them hard to navigate without concerted efforts on training and support. With the roll-out for each EHR upgrade or new build, Clinical support needs to evolve and mature to meet the needs of its end-users. Healthcare leaders have been looking to process improvement models to reduce friction and streamline experience for clinicians and providers. While these models reduce waste, they can also leave a gap between design processes and technology, breaking the connection between humans and their technology. Organizations must close that gap between efficiency and empathy so that people thrive.

The Power of a Clinical Service Desk –
Creating Superior End User Experiences

Physicians require a high level of competency in their work. Not only are they held to significant quality and safety standards, they expect the same level of competency of those around them and those who work with them. So when they encounter interruptions to their work with clunky non-intuitive technology systems, they frequently reach their patience threshold and often boiling point. A Clinical help desk should be acutely aware of this. With our trained team of Epic and technical experts, UnityBPO works hand in hand to resolve high stress interactions by applying our unique level of “therapeutic” customer service.
How our model and support has reduced Provider and Clinician Pressure:

• Eliminated call wait times—physicians should not be put on hold
• Average speed to answer is less than 60 seconds
• Improved clinician experience, regularly exceeding 96% satisfactions ratings
• Provided faster resolutions because we have build knowledge for the vast majority of Epic problems
• Resolved upwards of 88% of technical and Epic incidents and requests
• Utilized analytics and trend data to create

proactive fixes thereby reducing call volume every year by over 20%

Physician Efficiency and Personalization

Unity^BPO helps healthcare providers be resilient in the face of the stressors and changes that the healthcare industry presents. We excel in reducing the friction of Epic technology through targeted interventions. Our goal is to be an extension of your internal resources, working with your team to understand your specific Epic build. Our team of clinically trained experts provide real-time support for clinicians to walk through workflows, consulting for optimization and efficiency, and the know- how to find insights from the data we collect and Epic Signal Productivity Reports. This type of knowledge can be leveraged to move your work forward to support key decision making and to measure intervention effectiveness.

Service Desk – Through our Epic Clinical Service Desk, we can provide real-time support for Tiers 1–3. Clinicians don’t have to leave a message and wait for a callback. Our team is available 24 hours a day, 7 days a week to answer “how to” questions about Epic, so clinicians can return to providing patient care as quickly as possible.

Optimization – Improve Epic efficiency by analysis of your current build, training program, physician skill-sets, and reporting tools to improve workflows, and productivity and to advance adoption so that clinicians can reduce the work they have to do outside of their standard working hours and foster an environment that supports higher provider/clinician satisfaction.

Upgrade Support – Accelerate return to productivity with highly skilled, metric-driven, at-the-elbow support, and minimize impact to patient care due to a go-live, upgrade, or other type of Epic enhancement or initiative.

Operational Transparency – Improve availability and performance of your Epic system with real-time reporting that aligns to Key Performance Indicators.

Leverage Analytics – Benchmark and identify unique opportunities to improve workflow and data that impact quality measures.