Smooth Epic EHR Transition with Tech Mahindra’s HCI ATE Support

Overview

The client, a leading healthcare provider in the US, faced significant challenges in implementing the Epic Electronic Health Record (EHR) system. Unforeseen technical difficulties and underestimated support requirements hindered the main go-live (MGL) process while creating gaps in the initial project scope.More

The client, a leading healthcare provider in the US, faced significant challenges in implementing the Epic Electronic Health Record (EHR) system. Unforeseen technical difficulties and underestimated support requirements hindered the main go-live (MGL) process while creating gaps in the initial project scope. Tech Mahindra’s HCI Group intervened with a phased and flexible support strategy by initiating a soft go-live phase to stabilize operations before the MGL. Tech Mahindra ensured a smoother transition to the new EHR system with focused training, technical expertise, and adaptive execution, significantly reducing disruption and accelerating user adoption across the organization.

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Client Background and Challenge

The client, a US-based healthcare provider, delivers comprehensive primary care services. During the Epic EHR system implementation, the provider encountered critical challenges that compromised the success of the go-live phase. The initial support structure provided by a third-party contractor proved insufficient, prompting the need for immediate intervention. Key challenges included:

  • Navigating complex technical requirements unique to Epic EHR.
  • Addressing gaps due to an inadequately scoped initial project plan.
  • Managing workflow disruptions that impacted clinical and administrative operations.
  • Ensuring timely staff training and optimizing provider schedules during transition.

Our Approach and Solution

Tech Mahindra’s HCI Group implemented a phased, adaptable support model to ensure a successful Epic EHR go-live. The model focuses on clinic readiness, issue resolution, and operational continuity.

Skilled Deployment

Deployed At the Elbow (ATE) support agents by training 50% of staff in Technical Dress Rehearsal (TDR), supported by experienced Project Managers (PMs) and Clinical Trainers (CTs).

Phased Go-Live Strategy

Executed a two-week soft go-live for ambulatory clinics and hospitals, focusing on patient registration and scheduling, followed by a four-week main go-live with on-site, real-time technical and clinical support.

Dynamic Scope Management

Identified and addressed previously unforeseen challenges by negotiating scope adjustments and providing dedicated support for individual clinicians based on specific needs.

Collaborative Training & Evaluation

Partnered with credentialed trainers to enhance onboarding and introduced a standardized scoring system to streamline stakeholder coordination.

Business and Community Impact

The transformation enabled measurable improvements across clinical efficiency, cost control, and community healthcare outcomes, including:

  • Improved Staff Proficiency: Clinicians and administrative staff achieved operational fluency within two weeks of the soft go-live.
  • Seamless Management: Real-time, on-site support ensured uninterrupted clinical operations during both go-live phases.
  • Enhanced Workflow Efficiency: Early intervention resolved workflow disruptions, streamlining patient registration and scheduling.
  • Budget Transparency: Clear reporting and scope adjustment enabled accurate cost tracking and forecasting.
  • Daily Monitoring: Continuous evaluation of progress and performance ensured timely issue resolution.
  • Extended Support Cost Analysis: Detailed analysis provided insights into long-term support needs and financial planning.
  • Executive Oversight Alignment: Regular updates aligned with leadership goals, promoting informed decision-making.
  • Cost Management: Proactive planning and phased execution kept implementation within budget constraints.