Epic Help Desk Agreement with Legacy Health

NASHVILLE, Tenn., March 16, 2022 /PRNewswire/ — Healthcare IT consulting leader Pivot Point Consulting, a Vaco Company, was selected by Legacy Health, a locally owned, nonprofit health system based in Portland, Oregon to perform help desk support for all Epic EHR end-users across the organization.

This engagement will enable Legacy Health to maintain high-quality Epic end-user support through a cost-effective support model and allow team members to focus on more complex projects and strategic initiatives.

Legacy Health operates six hospitals, children’s, and behavioral health specialty hospitals as well as nearly 100 clinics and outpatient facilities throughout the Portland, Oregon, and Southwest Washington region. The highly rated healthcare system will use Pivot Point’s flexible Managed Services solution to provide a team of experienced Epic support analysts to service its Epic end users on a first-call resolution basis, providing end-user troubleshooting, navigation, and training support within the Epic platform.

“Legacy Health selected Pivot Point Consulting for Epic help desk support because they offer high-quality, outcome-based managed services,” said Cyndi Jerde, MSN, RN, Legacy Health’s Informatics Training and Support Services Manager. “We already utilize Pivot Point for MyChart Portal support and after-hours IT help desk support, and this new expansion of our relationship will now allow our clinical end-users to receive the high-quality EHR support we have come to expect from Pivot Point.”

“In 2022, Pivot Point Consulting, not only ranked as the #2 Best in KLAS: Overall IT Services Firm, by KLAS (after being 2020 #1 Best in KLAS Overall IT Services Firm), but also ranked #2 in Partial IT Outsourcing. We are proud to partner with Legacy Health as part of its EHR Support,” said Andy Palmer, Vice President Managed Services with Pivot Point Consulting. “Providers like Legacy Health deserve a dedicated partner to ensure their end users are fully supported. This model will help reduce downstream resource needs by attempting to solve issues at the initial point of contact. Beyond hard cost savings, we help providers capitalize on new opportunities that come their way while we take on the responsibility of managing much of the daily, yet critical, support needs.”

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