Case Study: Atlantic Health achieves 12% lower Epic support costs with UST Global managed services

Atlantic Health cuts Epic support costs by 12% with UST Global

Atlantic Health, a healthcare provider operating eight hospitals, faced a challenge in unlocking the efficiency of its in-house Epic support team. The team was overwhelmed by day-to-day support tickets, leaving little bandwidth for strategic initiatives or onboarding newly acquired hospitals. UST Global was engaged to help streamline their Epic ambulatory support.

UST implemented a managed services model that provided a team of experts to handle Level 3-5 support tickets, along with a new governance and reporting infrastructure. This solution resulted in a 12% reduction in operating costs and consistently high service level agreement (SLA) adherence. The measurable impact allowed Atlantic Health's internal team to refocus on critical projects, and the success has led to plans to expand UST's services and explore AI enhancements.

Atlantic Health