Epic Managed Services: Maximizing Efficiency and Productivity with HiPaaS – A Comprehensive Case Study

Client Overview:

A large healthcare organization using Epic across multiple modules required a cost-effective, flexible staffing solution to:

• Support day-to-day operations

• Manage enhancement requests

• Handle periodic project work — including Epic and third-party upgrades

Challenges:

• Internal FTEs were tied up with routine support tasks, limiting their availability for strategic initiatives.

• Support ticket volumes fluctuated across different Epic modules, making fixed staffing inefficient.

• Regular Epic and third-party upgrades required experienced resources who could quickly ramp up quickly and integrate seamlessly with existing workflows.

• The client needed a model that was budget-friendly and could scale up or down based on workload and project timelines.

Our Solution:

We implemented a flexible staffing model tailored to both support and project needs. Key components of the solution included:

I. Level 2 Support Staffing

• Dynamic Allocation: Staffed multiple certified consultants across modules to work flexible, fluctuating hours, based on the client’s evolving support requirements.

• Modular Engagement: Resources were aligned based on historical and current ticket volumes in each module, enabling optimal coverage.

• Workload-Based Flexibility: Staffing levels could be quickly adjusted, helping the client manage support without long-term commitments or excessive overhead.

• Internal Efficiency: HiPaaS absorbed routine support, freeing client FTEs for higher-value initiatives.

II. Project & Enhancement Support

• Specialized Resources: Deployed flexible project staff as required by the client for supporting System enhancements, Workflow redesigns, Reporting improvements and Department-specific optimizations.

• Re-engagement Model: After initial project periods, resources were paused and then brought back months later for new projects—ensuring continuity and domain familiarity without ongoing costs.

III. Epic & Third-Party Upgrades

• Supported quarterly upgrades, with a proven process to review release notes, test integrated workflows, update training materials, and validate system performance post-upgrade.

• Managed third-party integrations (e.g., device interfaces, secure messaging, analytics tools), supporting version updates, regression testing, and issue resolution.

• Resources are experienced in working within upgrade windows, executing test scripts, coordinating UAT, and managing go-live readiness efforts.

Results:

• Cost savings: 30–40% cost savings compared to traditional fixed staffing models.

• Repeat consultant engagements: High client satisfaction and resource retention, with many consultants returning for multiple engagements over several years.

• High-value strategic work: Improved operational efficiency, as internal teams could redirect time toward strategic initiatives.

• Epic and third-party upgrades: Consistent, reliable support for Epic upgrades and third-party releases, avoiding disruptions and maintaining compliance with vendor timelines.

Conclusion:

HiPaaS’ flexible, modular staffing model continues to prove effective for the client—balancing cost, scalability, and resource quality. Whether it's supporting Epic modules, handling upgrades, or driving project-based improvements, our model ensures that the right expertise is available when needed, without unnecessary overhead.

For more information, please reach out to us at admin@hipaas.com or visit https://www.hipaas.com/epic-services.