Epic Security Service Value
A leading specialty health system partnered with Impact Advisors to ensure stable, high-quality application management for Epic Security. Amid growing volumes for provisioning, security administration, and data maintenance, the organization aimed to maintain turnaround times, improve data accuracy, and build a scalable support model to serve patients and providers.
Impact Advisors deployed a blended team, including onshore and nearshore analysts, performing to defined outcomes and service levels. While the team focused on quality work product and customer experience, an Epic Architect explored opportunities for continuous process improvement and deployed approved initiatives on time and on budget.
Project Outcomes
Impact Advisors shared savings immediately, reducing service fees for six consecutive months within the first year of service through earned efficiencies and labor arbitrage. As time or effort was removed, focus was redirected to quality assurance and data integrity. By combining strategic resourcing with targeted automation, Impact Advisors delivered measurable service improvements and significant cost savings:
- Reduced cost by 60% with capitated fees.
- Delivered faster and more accurate provisioning, reducing incidents.
- Improved data quality for downstream clinical and revenue workflows.
- Improved service level performance and turnaround times.
- Revived system optimization after years of deprioritized backlog.
- Scaled support model with 80% of application management performed from Impact Advisors’ secure office in Mexico City.
Auditing and Automation
To address persistent challenges with provider data accuracy and user provisioning, Impact Advisors deployed over 20 proprietary system audits and developed multiple automations, increasing application quality and reliability. Sample automation efforts include:
- Provider record build parsing service requests with internal and external databases to enable consistent, accurate build in Epic.
- Provider record updates via NPI Registry integration that retrieves external provider information in bulk and updates with accurate, authoritative data.
- Security record validation checks that flag discrepancies and ensure alignment with standard provisioning patterns, improving consistency and reducing errors over time.
