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ServiceNow Elite Partner Optimum Healthcare IT

Optimum Healthcare IT is the only Elite ServiceNow partner dedicated exclusively to healthcare.

Background

Our client, a healthcare system founded over a hundred years ago, caters to a population of over one million individuals. Comprising seven hospitals with a total of 904 licensed beds, it is a locally owned, not-for-profit organization. With a workforce of approximately 15,000 team members, including 850 physicians and 2,700 registered nurses, the system strives to enhance the health and well-being of residents in South Carolina and eastern North Carolina. Their vision is to become the preferred destination for medical excellence in the region.

Challenge

The client sought to enhance productivity by implementing a streamlined solution for reporting issues without requiring users to navigate multiple platforms. The organization aimed to reduce help desk phone calls and enhance incident categorization, thereby increasing productivity and workflow efficiency. The client aimed to create a user-friendly environment, fostering more efficient support operations and aligning with modern standards of operational excellence.

Solution

Following the successful deployment of Epic in November 2022, they integrated Clinician Connect a month later. This integration allowed users to create service requests seamlessly from the EMR system, with support case information automatically pre-populated into the system.​

Optimum collaborated with the Epic and ServiceNow teams to build and implement an integrated platform, Clinician Connect, within an 8-week timeline. This enterprise platform combined various departments, transforming it from solely an IT solution into a multidimensional tool.​

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