Epic Clinical Service Desk Support for Health Systems

Strengthening Epic clinical service desk support to accelerate care delivery and elevate experience

HCLTech partnered with a leading Texas-based non-profit health system to enhance Epic support to improve responsiveness and create a more seamless experience across a complex care ecosystem.

6 min read

Overview

This engagement is centered on a clear imperative to build a support delivery model that could keep up with the demands of modern care delivery.

The health system needed a stronger foundation to support 7,200+ clinical users for its enterprise Epic environment across 53 hospitals and more than 1,300 care sites. HCLTech partnered with the organization to enhance Epic clinical service desk support, helping create a more resilient operating model and consistent experience for clinicians, patients and internal teams.

The Objective

The goal was to move beyond incremental support improvements and establish a model built for scale, continuity and sustained performance.

Build an enterprise-ready scalable support framework for the Epic service desk environment
Establish 24x7 tier 1 production support for critical clinician-facing care delivery applications
Deploy a clinician-facing service desk that improves clinicians’ experience and accelerates issue resolution to minimize patient care disruption

The Challenge

For the client, the challenge was not just the large, complex Epic landscape, but also the high volume of requests and the limited availability of skilled resources.

The client needed to sustain uninterrupted support across clinician-facing Epic modules while balancing cost pressures, service expectations and operational complexity. Supporting a broad application environment across a distributed care network required a model that could accelerate issue resolution, maintain service quality and reduce friction for end users.

The Solution

HCLTech addressed the opportunity with a practical, outcomes-focused approach: simplify the user experience, strengthen the systems behind it and bring greater predictability to support operations end to end.

HCLTech implemented a clinician-aligned Epic Clinical Service Desk designed to support high-volume, enterprise-scale care environments. The model delivered 24×7 support across the Epic ecosystem, including core clinical modules, mobile applications and integrated systems critical to care delivery.
The solution combined clinically aware triage and workflow-level support with a dedicated team of Epic-skilled resources, enabling faster and more context-aware resolution of clinician issues.
A knowledge-driven operating model was established, leveraging 100+ curated first-contact-resolution knowledge articles to standardize issue handling, reduce variability and improve resolution consistency across common clinical scenarios.
To ensure sustained performance at scale, HCLTech introduced structured learning and capability development frameworks, including standardized Epic learning pathways and role-based escalation models—strengthening team readiness and accelerating time-to-resolution.
Additionally, the service desk supported application personalization and configuration assistance, enabling clinicians to optimize workflows such as patient lists, charting views and reporting—enhancing productivity within daily clinical operations.

The Impact

The result was not just stronger support performance, but a more agile and dependable operating environment aligned to the pace of care delivery.

100% service level agreement (SLA) adherence across ongoing support operations
10% improvement in turnaround time, accelerating issue resolution and service responsiveness
~93% customer satisfaction (CSAT) score, reflecting consistent service quality
Improved first-contact resolution, reducing repeat interactions
A seamless transition within two months, enabling rapid operational stabilization
Scaled delivery with 26 Epic SMEs having clinical service desk experience
Robust support for 7,200+ clinicians across a multi-site environment

Conclusion

This engagement demonstrates how the right transformation partner can make a major shift possible.

By combining healthcare domain and Epic expertise with a scalable support model, HCLTech helped the client create an Epic support environment that was highly resilient, responsive and intuitive in daily use. The engagement improved performance metrics and service consistency while establishing a stronger operational foundation for critical clinical and patient-facing functions. With faster issue resolution, streamlined support delivery and a better user experience, the organization was better positioned to support care teams at scale without compromising reliability.

More importantly, the engagement highlights that support transformation is not only about resolving tickets more efficiently; it is about removing friction from the moments that matter most. In a healthcare setting, that difference is significant. It enables clinicians to stay focused, helps systems perform with greater consistency and allows digital experiences to better support the delivery of care.