// Managed IT Services Success Story
How a North California University Hospital System Operationalized Care Management Redesign and Improved Patient Access
- Client
- UCSF
- Services
- Managed IT Services
- Area of Expertise
- Care Management
Challenge
A high-capacity academic medical center needed to improve throughput, reduce avoidable length of stay, and give care teams better real-time tools, all while protecting a lean internal IT team from additional strain.
The system was managing long lengths of stay, a 2.2% inpatient LOS outlier rate, an FY25 LOS Index of 1.04, and an average outlier LOS of 44.3 days. Large populations of complex cases required coordinated discharge planning, yet gaps remained in care coordination, workflow standardization, and data visibility.
The system had identified the need to optimize care management across Case Management, Social Work, and Utilization Management. The next challenge was turning that strategy into practical, usable tools within Epic.
Solution
The system partnered with Pivot Point Consulting's Managed Services team to translate its care management redesign into Epic functionality, workflow improvements, and integrated tools that could support daily operations.
Pivot Point brought Epic analyst expertise, project management discipline, and fractional resource support to help move the work forward without pulling internal analysts away from other priorities. The project focused on three core areas: care progression tools, standardized documentation and workflow design, and Utilization Management enablement.
Rather than delivering a static build and moving on, Pivot Point worked iteratively with the system's teams to refine the tools as workflows matured.
By March 2026, the system had achieved measurable progress across key care management metrics. Inpatient ALOS declined by 0.32 days, the LOS Index improved from 1.04 to 0.99, and the LOS outlier rate decreased from 2.2% to 1.8%. Overall outlier volume fell by 29%, while average LOS for outliers dropped from 44.3 to 40.1 days.
Daily multidisciplinary rounds participation increased from 65% to 76%, and the Social Work touch rate increased from 30% to 56% through the Prioritization Tool. Beyond the metrics, the work improved interdisciplinary collaboration, strengthened workflow standardization, and created more actionable visibility for teams working to progress patients safely and efficiently.
Client Testimonial
“Our goal was to make capacity easier to manage by pulling the full care management optimization through the technology. Pivot Point understood that the build does not happen in a vacuum. They asked the right questions, partnered with our operational teams, and helped connect the people, process, and technology required to make the redesign real.”