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Industry
Non-For-Profit Hospital
Challenge
Jupiter Medical Center faced a complex and fragmented healthcare technology landscape. Their internal IT team was stretched thin as they navigated a critical transition from Oracle Health (Cerner) to Epic, all while dealing with operational inefficiencies caused by a flawed ServiceNow implementation. Previous support models failed to provide the "white-glove" service clinicians required, and as the patient community rapidly adopted MyChart, the surge in support volume threatened to overwhelm their resources and degrade the patient experience.
Results
By partnering with CereCore for EHR-agnostic managed IT services, Jupiter Medical Center successfully navigated their Epic transition while dramatically improving support metrics. The engagement focused on stabilizing their ServiceNow platform, automating clinical incident requests, and providing dedicated MyChart support. These efforts resulted in a First Call Resolution (FCR) increase from 54% to 70% and a consistent 93.1% customer satisfaction rate, ensuring the hospital could maintain high-quality care delivery during rapid technological change.
Services Provided
IT Help Desk, Managed IT Services, Epic, ServiceNow, Staff Augmentation
About the Provider
Jupiter Medical Center is a premier independent hospital located in Florida. Renowned for its commitment to quality and innovation, the medical center provides a broad range of services, including oncology, cardiovascular care, and orthopedics. As an independent facility, they prioritize strategic partnerships that allow their internal teams to focus on clinical excellence while leveraging external expertise for complex technology initiatives.Navigating a Fragmented Landscape and EHR Transition
The journey began with the need to solve for technology fragmentation. Jupiter Medical Center required a partner who could manage legacy Oracle Health (Cerner) support while simultaneously preparing for an enterprise-wide Epic go-live. CereCore provided the necessary scale and expertise to bridge this gap, ramping up call center capabilities with Epic-trained analysts. This ensured that clinicians felt supported throughout the transition, preventing the common "resource drain" that often plagues major EHR migrations.
Key Outcomes:
Drastic Improvement in FCR: Focused initiatives led to a significant jump in First Call Resolution, moving from 54% to 70.1% by 2024.
Seamless EHR Migration: Facilitated a stable transition from Cerner to Epic without disruptions to patient care or timeline delays.
ServiceNow Optimization: Cleaned up legacy configuration issues and implemented automated license reclamation, reducing operational risks and costs.
Clinical Workflow Automation: Built a self-service request tool within Epic that maintained a 25% automation rate post-launch.
High Patient Satisfaction: Maintained a 93.1% satisfaction rate even as support volume grew, ensuring a positive digital experience for the patient community.
Maximizing ServiceNow and Automating Clinician Ease
Operational efficiency was hindered by a previous, flawed setup of Jupiter’s ServiceNow instance. CereCore conducted a thorough cleanup, resolving configuration errors and building custom order guides to streamline on-call processes. To further support clinicians, CereCore helped design a self-service incident request feature directly within Epic. This allowed doctors to submit requests for assistance without leaving their clinical workflow. In the first month of go-live alone, 50% of all incidents were successfully triaged through this enhanced, automated workflow.
"The CereCore team took on Epic MyChart support, which is a huge lift and it’s gone very well. The support team does a great job with important operational concerns.
We were the first to use AWS (Amazon Web Services) for Epic, and we plugged into CereCore's AWS (Amazon Web Services) Contact Center. We learned a lot and the rollout has been successful. I'm selective about who I work with. Epic resources are very competitive. CereCore is right on top of helping shore up resource gaps, and they provide solid people.
The ability to reach out anytime and get help solving problems is a big deal. That's the value of these relationships."
Kevin Olson | CIO, Jupiter Medical Center
Watch Kevin on this LinkedIn Live with CHIME, sponsored by CereCore
Extending Support to Patients via MyChart
As the patient community embraced Epic MyChart, the volume of technical inquiries surged. Jupiter Medical Center needed to ensure that this digital front door remained a positive touchpoint for patients. CereCore expanded their Level 1 support team to provide dedicated MyChart assistance, handling everything from login issues to navigation help. By providing this "white-glove" patient support, the medical center saw a significant lift in both patient and physician satisfaction, as clinicians were no longer tasked with troubleshooting patient portal issues.
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Hear from Jupiter Medical Center
Kevin Olson, CIO: CIO Insights: How to Pursue Big Technology Opportunities and Satisfaction
Result
Through a strategic partnership focused on automation and clinical expertise, Jupiter Medical Center transformed its IT support from a source of frustration into a scalable foundation for clinical innovation.
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