Application Managed Services

From targeted staffing to comprehensive, outcomes-based solutions for your enterprise applications and platforms

“The consultants are very knowledgeable and responsive to any concerns or need for change. Impact Advisors talks about being a partner, and they show up as a partner. They don’t just talk the talk; they walk the walk. They are humble enough to receive feedback and do their best to act on it. I never feel like I am being sold a bill of goods. Those are the things I really appreciate about working with them.”

Director – October 2023
Klasresearch.com

Challenges

Managing IT operating budgets is tougher than ever – from rising employee costs and higher attrition rates to increasing volumes and competing priorities – all demanding more for less. At Impact Advisors, we want to help you spend wiser – prioritizing where you save as well as where you spend.

IT operating costs and forecasts
Scalability through growth / transformation
IT attrition and institutional knowledge
Competing priorities and project throughput
User experience and first contact resolution

Support service reporting and transparency
Service innovations, automations, and emerging technologies for support efficiency
EHR ROI and user productivity
Vendor relationships / contracts to manage
Cost of supporting what you customized

Value Delivered

Accelerate strategic projects and reduce disruptions

Boost employee satisfaction and reduce attrition

Improve experiences and trust in IT

Evolve your support program while reducing costs

How We Deliver Value

When you reduce the cost of running your business, you can invest more in building your business. And when you trust your applications are reliable and secure, you can focus on your initiatives. Impact Advisors can help you spend wiser – prioritizing where you save as well as where you spend.

Can Outside Help Work for You?

Relying on outside help to support your customers comes with risk. A common experience – and a common complaint – is that “the best staff don’t stick around long.” In this short video, we explain why this happens and offer actions you can take to achieve a better outcome.

Every meeting matters. a group of businesspeople having a meeting in a modern office.

Healthcare IT is full of competing Plan, Build, and Run priorities. Are you keeping up?

If you are…

Growing patients and facilities faster than IT
Losing ground with application support and maintenance – or spending more time and money to keep up
Buried in requests for projects and optimizations
Preparing for new technology go-lives while still behind from the last go-live
Contemplating a revised IT staff structure
Or just looking for new ideas

Impact Advisors’ Support Workshop can help you improve the day-to-day, so you can focus on business priorities. Whether you need a brainstorm, a roadmap, or a sounding board, exploring strategies for your organization may offer the springboard you need to get going.

This no-commitment opportunity is available as a phone call or an onsite 2 to 4-hour work session. Each agenda is tailored to what you need. What have others done?

Restructure IT teams to better align with service line stakeholders and satisfaction
Deploy standard service levels, satisfaction metrics, and stakeholder dashboards
Adopt project intake and scoping tools
Increase project throughput and transparency
Forecast support demand, reconciling annual trends, business initiatives, and in-flight projects
Explore alternative delivery models that offer efficiencies and savings

The volume and complexity of applications continues to rise, and competing priorities continue to stack. Impact Advisors offers application maintenance and development, from targeted staffing to comprehensive, outcomes-based solutions for your enterprise platforms.

Access and provisioning
After hours / on-call support
Break / fix and incident management
Error queues and work queues
Live and legacy environments
Request fulfillment
Routine application maintenance
Onshore and nearshore teams
Problem management
Project intake, scoping, and execution
Regulatory and reporting compliance
Testing management
Ticket backlogs
Upgrade and update management

Clinical efficiency is central to positive patient outcomes. Timely help for clinicians and patients keeps focus where it belongs: improving health. Impact Advisors offers help desk support, from targeted staffing to comprehensive, outcomes-based solutions for your enterprise platforms.

24 / 7 availability
AI- and bot-assisted support
Clinical / EHR service desk
EHR personalization labs
Experienced and Epic-certified agents
Level 1 and 2 issue triage, escalation, and resolution
Omnichannel support options
Onshore and nearshore teams
Patient call center
Patient portal help desk
Self-help and self-healing options
Specialized provider support
Turnkey technology platform for those who need it

Enterprise-wide change is a sensitive time for organizations. Stability today, through transition, and into tomorrow deserve equal care. Impact Advisors offers legacy support and decommissioning, from targeted staffing to comprehensive, outcomes-based solutions for your enterprise platforms.

Application managed services
Legacy application expertise
Legacy data archival and conversion
Legacy integration with new technologies
Onshore and nearshore teams
Performance monitoring
Regulatory and reporting compliance
Safe, secure data migration and storage
Service level continuity
Specialized skill sets
Tailored and coordinated strategies for tapered support
Upgrade and update management

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John Lanari - Application Managed Services Practice Leader

John has worked with over 150+ healthcare providers and payers, navigating the complexities of academic institutions, the commotion of mergers and acquisitions, the constraints of regional facilities, and communication across stakeholders. He has led projects, implementations, digital transformations, and daily support and maintenance.

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Kristi Lanciotti - Application Managed Services Practice Leader

Kristi is a healthcare professional with 16 years of uniquely combined experience in healthcare operations, healthcare IT, and managed and advisory services. Her specialized areas include IT and operations integration, leadership and staff development, change management, cost-quality initiatives, P&L management, process improvement, automation, and Epic software applications.

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