Nordic
16 Case Studies
Case Study: AdvantageCare Physicians achieves stronger EHR support and upgrade management with Nordic Managed Services
A Nordic Case Study
Nordic Managed Services provides broad application and quarterly upgrade support plus select project services
AdvantageCare Physicians, a New York-based healthcare organization with 36 facilities, 450 physicians, and 165 care teams, was struggling with a lean IT team that could not keep up with end-user support while also managing strategic initiatives, EHR maintenance, and improvement projects. Nordic stepped in with Managed Services to provide broad application support and quarterly upgrade support, including help with Epic-related provider (SER) and scheduling (Cadence) functions.
Nordic expanded support across Cadence/Prelude, PB and PB Claims, and most Ambulatory applications, while continuing SER and EMP database maintenance and owning ACPNY’s Epic quarterly upgrade process. The results included more than 150 incidents and 600 requests resolved per month, over 99% SLA adherence across application areas, 90% of SER tickets and 95% of EMP tickets resolved the same day, and 50% of incidents and 80% of requests resolved within 24 hours.
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