New Name, New Phone Number and New Hours for the Clinical Help Desk

UMass Epic_RGBThe Clinical Help Desk is now called the Epic Support Center, which is staffed by a team of highly trained Epic workflow experts who can answer questions about Epic and applications that integrate with Epic (e.g., AGFA). Think of the Epic Support Center as your virtual “at-the-elbow support.” Staff are available at 4-Epic (508-334-3742 or 4-3742) between 7 am and 9 pm. Voicemail messages are accepted outside of this timeframe. “The Epic Support Center has been wonderful in helping to solve Epic issues in the clinic,” said Susan Begley, ambulatory manager, Barre Family Health Center. “They are friendly, patient and super helpful! I rave about them to staff.”


What Is the Clinical Help Desk?

The Clinical Help Desk, which has been staffed since our October 1 Epic go-live, was created to assist clinical users (e.g., physicians, nurses, physical therapists, dietitians) with Epic-related workflow questions. Based at 100 Front Street, the Clinical Help Desk is staffed by a team of six highly skilled and knowledgeable staff members daily from 6:30 am to midnight. It is also staffed during scheduled application downtimes. The Clinical Help Desk can help clinical users with a variety of Epic-related workflow questions, including creating notes, managing In Baskets, help with blood documentation or finding a report. To reach the Clinical Help Desk, call the IS Support Center at 508-334-8800 and choose option 2.