The Fast-Paced World of Health Tech – Lessons from a Clinical Service Desk Epic Go-Live

Supporting an Epic Go-Live: A Deep Dive ✨✨

Epic, a leading Electronic Medical Record (EMR) system, is the backbone of many hospitals and healthcare organizations worldwide. It ensures seamless patient data management, clinical workflows, and decision support systems. With over eight years of experience supporting clients across the U.S. and Canada, I’ve worked with Epic, Cerner, Allscripts, Meditech, and various third-party applications that integrate with EHRs. Each engagement presents unique challenges, and this two-week project was no exception.

At MSKCC, my role was to provide remote support to clinical users via ServiceNow, troubleshooting issues related to:

• Epic Beaker, Epic Research, Epic Willow, Epic Radiant, and Epic Optime

• User access and security templates

• System enhancements and third-party integrations

• Clinical documentation tools such as SmartPhrases, SmartText, and SmartSets

Lessons from the Field: Efficiency, Adaptability, and Precision 🔥🔥

In fast-paced healthcare environments, troubleshooting effectively and adapting quickly make all the difference. From assisting doctors with critical clinical documentation workflows to handling urgent VIP user requests, this project highlighted several key takeaways:

• Asking the Right Questions Matters – Efficient troubleshooting isn’t just about solving problems; it’s about identifying the core issue quickly. Understanding a clinician’s workflow helped me resolve issues more effectively.

• Balancing Personalization and Efficiency – Healthcare IT isn’t just about technology—it’s about people. Knowing when to personalize interactions versus when to streamline processes improved overall user satisfaction.

• The Power of Smart Tools – Epic’s SmartPhrases, SmartText, and SmartSets play a vital role in physician efficiency, and ensuring their proper configuration can significantly impact a clinician’s ability to deliver timely patient care.

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Quick Bytes 📊🔎

1. Apple’s Big Move in AI
Apple is reportedly developing a conversational AI to rival ChatGPT and Google’s Bard. Expected to integrate with Siri, this AI aims to offer advanced voice assistance across Apple devices. Keep an eye out for potential updates!

2. Meta's New Threads Feature
Threads by Meta has rolled out a long-post feature, allowing users to share content beyond the typical character limit, bringing it one step closer to competing with X (formerly Twitter) for in-depth discussions.

3. Google Maps Adds 3D Landmarks
Google Maps just introduced 3D landmarks in select cities, allowing users to explore buildings in stunning detail. It’s a fun feature for travelers and a glimpse into the future of digital navigation.

4. WhatsApp Business Gets an Upgrade
WhatsApp Business has introduced in-app payment options in select countries, making it easier for small businesses to complete transactions right in the app. This update signals a shift towards a more commerce-friendly platform.

5. NVIDIA’s Record-Breaking Chip
NVIDIA’s latest AI chip, the H200, is breaking performance records, making it ideal for demanding applications like deep learning and data analysis. Analysts predict it will dominate the AI hardware market.