Most requests for our services start with a call to the IT Help Desk or ServiceNow. They are available 24 x 7.

We provide Epic security troubleshooting and support. When there’s a security-related issue in Epic, we:

• Identify the root cause through analysis
• Apply corrective actions to resolve it
• Ensure that access and permissions are configured to maintain operation efficiency and patient data security

We also build, maintain and update provider (Schedulable Epic Resource or SER) records in Epic. These important records include UAMS providers and external providers who require Epic access.

We ensure that SER records are accurate, comply with institutional standards and are aligned with clinical, operational and regulatory requirements.

We coordinate and manage all Epic build changes that migrate into the Epic production environment. This work includes:

• Reviewing requests
• Validating Epic’s readiness to go to production
• Ensuring compliance with UAMS change management and quality assurance standards

The Content Management team facilitates a daily call with key stakeholders and Epic application teams. During these calls, they review, prioritize and approve changes scheduled to go into Epic’s production environment and ensure they are aligned with project timelines, operational readiness and patient safety considerations.

We are also the Epic Nova administration team. In this role, the team:

• Monitors and manages all Epic-released notes
• Assigns them to the right Epic application teams for timely review, evaluation and implementation
• Follows these processes to maintain system integrity and regulatory compliance

This team coordinates all Epic environments, which includes project management oversight for upgrades, new releases and implementing fixes from Epic. We lead and coordinate Epic integrated testing, which ensures that new functionality, enhancements and system changes are thoroughly tested before they go into production.

This testing process safeguards patient safety, reduces operational risk and promotes seamless integration across clinical and technical workflows.

During unplanned outages, we identify their impact and communicate across Information Technology to streamline their response efforts to restore services efficiently. The team also works with external auditors during annual audits to ensure UAMS complies with regulatory requirements and audit standards within a culture of accountability and transparency.

To support external audits, we gather, validate and provide the documentation auditors need.

Our team streamlines and automates cross-department workflows toward a goal of service management excellence. We design, implement automated process that:

• Improve efficiency
• Reduce manual effort
• Enhance overall service delivery
• Support the management of tasks, requests and processes across Information Technology, Human Resources and Customer Service

We also:

• Automate workflows that are optimized to eliminate redundancies, speed up responses to requests and improve transparency across departments
• Create solutions that track tasks and services across Information Technology, HR and Customer Service to provide consistent visibility and accountability
• Conduct regular assessments of existing processes by identifying opportunities for greater efficiency and using automation tools
• Partner with leaders across UAMS to align service workflows with their business priorities, ensuring compliance with policies and service level agreements
• Use metrics to monitor the effectiveness and performance of workflows so we can continuously improve them.
• Capture operational metrics, such as average time spent per record, time reporting per employee, resolution request times and so forth, to help leadership make decisions based on data.