MADISON, Wis. – January 27, 2020 – Bluetree, a consulting company providing strategy, delivery, and support for healthcare providers using Epic, is adding Epic MyChart support to its Service Center capabilities to enhance its growing Managed Services division. Bluetree began providing MyChart support to one of the nation’s largest healthcare organizations this month.
“We are so excited to expand our service center capabilities and add new customers in this area,” said Bluetree CEO, Jeremy Schwach. “We can’t wait to help organizations already pushing the envelope further engage their patients and clinicians by helping resolve MyChart and MyChart Bedside calls.”
In addition to ensuring proper MyChart ticket routing, Bluetree’s Service Center MyChart solution also provides:
- Navigation guidance (appointment scheduling, results viewing, provider messaging)
- Login support (MyChart assistance, password resets)
- Notification configuration and support
- Video visit assistance
Previously focused on resolving end-user calls for Epic’s enterprise suite of applications, Bluetree’s Service Center Specialists undergo a rigorous Epic training curriculum to provide tailored support unique to the industry. In its first full year of operation, Bluetree’s Service Center achieved the following metrics alongside a world-class academic medical center:
- Maintained a 93% Net First Call Resolution Rate (Net FCR)
- Held an average call time of 6 minutes, 5 seconds
- Achieved an Average Speed to Answer (ASA) rate of 28 seconds
This expanded Service Center offering now enables Bluetree to offer support outside the walls of a health system, resulting in additional efficiency for clinicians, application support teams, and patients.
Housed in Bluetree’s new, 15,000 square foot home in Madison, Wisconsin, Bluetree’s Service Center bolsters the company’s expanding Managed Services division, a team of more than 60 cross-application specialists who have helped provide cost-effective, remote support to more than 30 Epic clients.
About Bluetree Network: Bluetree was founded in 2012 and has a client base of more than 150 health systems nationwide, including all 10 organizations listed in the 2019-20 US News and World Report Best Hospitals Honor Roll rankings. Since July 2019, Bluetree operates as an independent subsidiary of Providence. Bluetree was named the top-ranked Epic Systems Strategy, Support, & Implementations firm according to Black Book Market Research in August 2019. Based in Madison, Wisconsin, and with an office in Denver, Bluetree’s integrated team approach helps healthcare providers realize higher returns from their Epic platform investment. It received Inc. Magazine’s Best Places to Work award in 2019 and the United Way of Dane County Community Volunteer Business Award in May 2017.