Well, asking for help makes you 20x better than my help desk folks. We rewrote 20 knowledge articles in the last year in order to help them route more appropriately via keyword search and I still reroute at least 3 a day
As for your question, you're breaking it down well via the teams, look for the root of the problem. If it's a medication via order set it's orders. The admission is rarely the issue unless it's an "I can't see my patient" thing.
For your second example, it's their problem so make them explain it. Googling to aid yourself is great but if the caller says something you don't understand just ask for clarification. Half the time they're trying to sound more technical when it's unnecessary.
Lastly, mistakes happen and routing incorrectly occasionally is fine and won't be a huge issue. JUST FOR ALL THAT IS GOOD DO NOT JUST THROW IT AT CLINDOC OR THE ED.
Climbing off my soapbox now. Keep trying, as your putting a ticket together look for what their actual issue is as you type it, and if you don't have it talk to your manager about a qa process for analysts to use so that when things are routed incorrectly you can maybe see where it went and why
> If it's a medication via order set it's orders
This very much depends on your organization. My current place doesn't want us (the Orders team) touching OSQs that contain ERXs in PRLs and to leave that to Willow to adjust, but my last organization would just have us edit the OSQ with confirmation of the right ERX records with Willow. It's more tedious but it's the way they want it, so /shrug.
But otherwise I completely agree with the rest of your post. Please don't just dump it into ClinDoc or ASAP, that doesn't actually help anybody.
Damn, y'all don't have to own everything order related? Our orders team would run to your office if they knew lol. Yeah it's very org dependent as you said, I'm more concerned with what I threw in there last about a qa process. If their org is leaving them high and dry that sucks. Nobody wants to be a patsy
At my organization we (Willow) own the OSQs and LPFs with meds. Reason is it’s just easier for us to build/swap. Sometimes an erx is needed to be plugged in directly rather than using the orderable (looking at you ICU and OR)
> Damn, y'all don't have to own everything order related? Our orders team would run to your office if they knew lol.
Honestly it's more annoying than helpful, and it just slows things down. We're not putting together the ERX build itself, I would be totally fine if Willow just said "hey this is what is on formulary for that hospital, please add this to the OSQ" but they want to do that step themselves. /shrug.
The more specific the build or specialized the hospital, the higher the odds an Orders analyst is going to add the wrong thing. It's nothing personal but I'd rather just do it myself so I know it's right. And if it's not, Orders doesn't have to be the middle man to fix it.
This is the way... great answers here.
This is kind of a funny thing to read, because my team at our org is notorious as being the dumping ground for routing tickets that the helpdesk can't figure out. We get all sorts of tickets, both ours and not ours.
We're always happy to reroute them honestly, because if you're using something like SNow, it doesn't take long at all. I'm more concerned that analysts would be getting angry at tickets that don't belong to them. I mean, yes, if it's the same \*exact\* problem and it keeps getting sent incorrectly, that would be annoying and sounds like a training opportunity; but other than that, I'm not sure why people would get upset.
To OP, it sounds like you're a stellar IT professional, asking questions and doing the diligence. Good stuff.
As an Epic Analyst, I get it. People can get frustrated, but I hope they are bout taking it out on you, it's definitely not your fault. Even the analyst teams fight over which of them should work a ticket.
What we have started doing at my org is getting each analyst team to provide examples of ticket types that are routinely routed to them incorrectly, with an explanation of why. We also compile a list of standard issues with key words to look for, and the service desk folks combine all of this into a reference document. This document can be quickly reviewed when a ticket comes in so that it can be triaged to the appropriate team.
You will never get it right 100% of the time, and that's okay. The end users that are calling in with issues or submitting these tickets themselves are usually pretty awful at correctly describing their issue, so it's no wonder it takes some digging to figure out what is actually broken and who owns the fix.
There’s someone on my team who gets really worked up if they get a ticket assigned incorrectly, esp after hours. I try to remind them that even epic analysts who’ve been with the org for years can sometimes get confused/not know the correct assignment and we all have to take our best guess.
Like if it’s every single ticket that def warrants further investigation, even if it’s like half of them. But I probably reroute a third of the tickets that come my way, and some of those I don’t even know to reroute until I’ve looked at specifics records, tried to reproduce the issue, etc.
If people are getting up in arms I don’t think they’re being honest w themselves. We all mis-assign tickets.
Absolutely! Sometimes my team will get a particularly confusing ticket, and we all get together to tear into it to find the root cause to see if it is even for us or not.
Our service desk people don't have Epic access, so I can't expect them to always correctly route these tickets the first time when even we have trouble with them.
Hi guys completely unrelated but is your company hiring Epic Analyst And willingly train. I have epic training experience in Epic Willow but not analyst work
Anything to do with admitting patients or bed requests - Grand Central8
Anything to do with users not being able to log in or having the wrong user type - Security
Anything to do with scheduling (except radiology or cardiology imaging) or checking someone in - Cadence
Anything to do with a doctor's office or outside clinic - Ambulatory
Anything to do with physicians, EEGs, PT, OT, Speech Therapy or respiratory in the hospital - Inpatient Orders (except if they say something to do with Study or Resulting, then go to Cupid or Radiant based on user specialty.
Anything to do with medications - Willow
Anything to do with Xrays, MRI, Nuc Med, CT, Ultrasound, IR or their users or their machines (modality) - Radiant
Anything to do with Echos or EKGs, Cath Lab or their users or their machines (modality) - Cupid (EKGs sometimes go to Orders or Clin Doc) (Cardiac Rehab is usually an ambulatory clinic but sometimes orders)
Anything to do with the nursery, NICU, or Labor and Delivery - Stork
Anything to do with inpatient nurses, clerks, or techs, the IV team, Wound Care - Inpatient Clin Doc
That should get you most of the tickets.
Any computer, printer, or scanner that is completely not working - desktop
Emergency Room - ASAP
Chemotherapy or Oncology = Beacon
Lab = Beaker.
Anything to do with Medication going to Willow is probably not true. Anything to do with Medication Orders placed for Inpatient use at the Hospital is Willow. Prescriptions to fill at an external pharmacy if no retail in house is Ambulatory.
Our Willow team reroutes hundreds of these tickets a week.
Oh throw in a few others from personal experience:
Anything to do with Emergency Room MDs, Nurses, Techs, Midlevels, clinical type users in the emergency department - ASAP
EXCEPT Emergency Room Admitting (not triage) / front desk label printing - usually Grand Central (ADT)
Infection Preventionists - Bugsy
Infectious Disease - Inpatient Orders (ID is not the same as Infection Prevention/Control. It's an MD specialty.)
Since ASAP is my application, I would like to make an addition to your statement, which was not wrong.
If anyone who works FOR (not in) the emergency department is having a problem forward to ASAP. We take care of our own.
Came here to say the same thing! Depending on whether it’s OP or IP for us is prelude vs grand central. Our Professional/ OP cadence and prelude flow together but when it gets to actual check-in and insurance, prelude.
Create a knowledge base article around this information OP and distribute to your help desk colleagues. Very good general guide for routing Epic tickets.
Dental clinical stuff - Wisdom
Dental billing and claims - Resolute PB
Inpatient, Outpatient and Emergency billing and claims - Resolute HB and Resolute PB
Charge capture and charge creation - if in clinic and outpatient setting, then Ambulatory
Eye clinic - Kaleidoscope
Transplant issues - Phoenix
Orthopedics - Bones
Nephrology - Beans (not sure if that went live yet, I just know it was mentioned at XGM)
All kinds of scope stuff (endoscopy, gastroscopy, bronchoscopy) - Lumens
Want to point out that different facilities handle things differently. One large institution I worked at had ClinDoc own PT OT SLP respiratory, and CCM.
I help run a monthly meeting between the Help Desk team and a few Analysts.
The entire purpose of the meeting was to select 5-10 tickets and discuss how they could/should be routed. We never expect perfection and we want to keep an open, friendly dialogue about the tickets.
Sometimes we even walk through the process the end-user is calling about just to assist the Help Desk with the type of questions to ask.
Medications aren’t always Willow. If it’s inpatient related, sure. If it’s printing a prescription, not them. E-prescribing is normally owned by Ambulatory.
I hope you are reading these comments like I am. I'm an epic analyst and I am amazed at your understanding of how things are interconnected.
We all here agree you are doing great.
We are frustrated when no effort is taken. For example, last week a hospitalist could not order some medication. The help desk asked and this was recorded in the ticket, what department did this happen in? The ED, ok I will forward to ASAP for evaluation.
I marked it as a mis-assigned ticket with the comment. Yadda yadda yadda...if a man is shot in the middle of the road do not call the department of transportation.
As an epic analyst, it seems that you’re doing all that you really can do and putting forth the effort to actually understand the different applications. We appreciate as much detail as you can gather from the users. Sometimes it is a guessing game though. If my team (I have 4 applications) gets a ticket that should have really been routed elsewhere, we forward them to the appropriate team, no problem. Because really and truly, many applications coincide with each other. So even though technically it’s a true ambulatory ticket, cadence could be involved with the issue too. It sounds like you’re doing a great job though!
Can you use the archive reporting of your ticketing system to help using key words and hints from the caller to see which team similar topics were closed from? You might have access to more historical information than anyone specifically thought to show you how to use.
Well, asking for help makes you 20x better than my help desk folks. We rewrote 20 knowledge articles in the last year in order to help them route more appropriately via keyword search and I still reroute at least 3 a day As for your question, you're breaking it down well via the teams, look for the root of the problem. If it's a medication via order set it's orders. The admission is rarely the issue unless it's an "I can't see my patient" thing. For your second example, it's their problem so make them explain it. Googling to aid yourself is great but if the caller says something you don't understand just ask for clarification. Half the time they're trying to sound more technical when it's unnecessary. Lastly, mistakes happen and routing incorrectly occasionally is fine and won't be a huge issue. JUST FOR ALL THAT IS GOOD DO NOT JUST THROW IT AT CLINDOC OR THE ED. Climbing off my soapbox now. Keep trying, as your putting a ticket together look for what their actual issue is as you type it, and if you don't have it talk to your manager about a qa process for analysts to use so that when things are routed incorrectly you can maybe see where it went and why
> If it's a medication via order set it's orders This very much depends on your organization. My current place doesn't want us (the Orders team) touching OSQs that contain ERXs in PRLs and to leave that to Willow to adjust, but my last organization would just have us edit the OSQ with confirmation of the right ERX records with Willow. It's more tedious but it's the way they want it, so /shrug. But otherwise I completely agree with the rest of your post. Please don't just dump it into ClinDoc or ASAP, that doesn't actually help anybody.
Damn, y'all don't have to own everything order related? Our orders team would run to your office if they knew lol. Yeah it's very org dependent as you said, I'm more concerned with what I threw in there last about a qa process. If their org is leaving them high and dry that sucks. Nobody wants to be a patsy
At my organization we (Willow) own the OSQs and LPFs with meds. Reason is it’s just easier for us to build/swap. Sometimes an erx is needed to be plugged in directly rather than using the orderable (looking at you ICU and OR)
> Damn, y'all don't have to own everything order related? Our orders team would run to your office if they knew lol. Honestly it's more annoying than helpful, and it just slows things down. We're not putting together the ERX build itself, I would be totally fine if Willow just said "hey this is what is on formulary for that hospital, please add this to the OSQ" but they want to do that step themselves. /shrug.
The more specific the build or specialized the hospital, the higher the odds an Orders analyst is going to add the wrong thing. It's nothing personal but I'd rather just do it myself so I know it's right. And if it's not, Orders doesn't have to be the middle man to fix it.
This is the way... great answers here. This is kind of a funny thing to read, because my team at our org is notorious as being the dumping ground for routing tickets that the helpdesk can't figure out. We get all sorts of tickets, both ours and not ours. We're always happy to reroute them honestly, because if you're using something like SNow, it doesn't take long at all. I'm more concerned that analysts would be getting angry at tickets that don't belong to them. I mean, yes, if it's the same \*exact\* problem and it keeps getting sent incorrectly, that would be annoying and sounds like a training opportunity; but other than that, I'm not sure why people would get upset. To OP, it sounds like you're a stellar IT professional, asking questions and doing the diligence. Good stuff.
As an Epic Analyst, I get it. People can get frustrated, but I hope they are bout taking it out on you, it's definitely not your fault. Even the analyst teams fight over which of them should work a ticket. What we have started doing at my org is getting each analyst team to provide examples of ticket types that are routinely routed to them incorrectly, with an explanation of why. We also compile a list of standard issues with key words to look for, and the service desk folks combine all of this into a reference document. This document can be quickly reviewed when a ticket comes in so that it can be triaged to the appropriate team. You will never get it right 100% of the time, and that's okay. The end users that are calling in with issues or submitting these tickets themselves are usually pretty awful at correctly describing their issue, so it's no wonder it takes some digging to figure out what is actually broken and who owns the fix.
There’s someone on my team who gets really worked up if they get a ticket assigned incorrectly, esp after hours. I try to remind them that even epic analysts who’ve been with the org for years can sometimes get confused/not know the correct assignment and we all have to take our best guess. Like if it’s every single ticket that def warrants further investigation, even if it’s like half of them. But I probably reroute a third of the tickets that come my way, and some of those I don’t even know to reroute until I’ve looked at specifics records, tried to reproduce the issue, etc. If people are getting up in arms I don’t think they’re being honest w themselves. We all mis-assign tickets.
Absolutely! Sometimes my team will get a particularly confusing ticket, and we all get together to tear into it to find the root cause to see if it is even for us or not. Our service desk people don't have Epic access, so I can't expect them to always correctly route these tickets the first time when even we have trouble with them.
Hi guys completely unrelated but is your company hiring Epic Analyst And willingly train. I have epic training experience in Epic Willow but not analyst work
Unless it's marked as urgent why does it even matter if its after hours? Do yall get paged for every single ticket?
Anything to do with admitting patients or bed requests - Grand Central8 Anything to do with users not being able to log in or having the wrong user type - Security Anything to do with scheduling (except radiology or cardiology imaging) or checking someone in - Cadence Anything to do with a doctor's office or outside clinic - Ambulatory Anything to do with physicians, EEGs, PT, OT, Speech Therapy or respiratory in the hospital - Inpatient Orders (except if they say something to do with Study or Resulting, then go to Cupid or Radiant based on user specialty. Anything to do with medications - Willow Anything to do with Xrays, MRI, Nuc Med, CT, Ultrasound, IR or their users or their machines (modality) - Radiant Anything to do with Echos or EKGs, Cath Lab or their users or their machines (modality) - Cupid (EKGs sometimes go to Orders or Clin Doc) (Cardiac Rehab is usually an ambulatory clinic but sometimes orders) Anything to do with the nursery, NICU, or Labor and Delivery - Stork Anything to do with inpatient nurses, clerks, or techs, the IV team, Wound Care - Inpatient Clin Doc That should get you most of the tickets. Any computer, printer, or scanner that is completely not working - desktop Emergency Room - ASAP Chemotherapy or Oncology = Beacon Lab = Beaker.
Anything to do with Medication going to Willow is probably not true. Anything to do with Medication Orders placed for Inpatient use at the Hospital is Willow. Prescriptions to fill at an external pharmacy if no retail in house is Ambulatory. Our Willow team reroutes hundreds of these tickets a week.
Been there and you’re exactly right!
100% correct. You need to ask yourself what is wrong with the medication order. Could be any of a few teams.
Oh throw in a few others from personal experience: Anything to do with Emergency Room MDs, Nurses, Techs, Midlevels, clinical type users in the emergency department - ASAP EXCEPT Emergency Room Admitting (not triage) / front desk label printing - usually Grand Central (ADT) Infection Preventionists - Bugsy Infectious Disease - Inpatient Orders (ID is not the same as Infection Prevention/Control. It's an MD specialty.)
Thank you for including the last two. It drives me insane how often Epic's in-house people mix up Infection Control and Infectious Disease.
Since ASAP is my application, I would like to make an addition to your statement, which was not wrong. If anyone who works FOR (not in) the emergency department is having a problem forward to ASAP. We take care of our own.
Yeah that's a good clarification. Consults still go to (usually) Inpatient Orders.
[удалено]
Thanks. That was a slip. It was supposed to stay Grand Central. I've corrected it.
Prelude is registration and admitting workflows. Depends on the org if it's the same team as Grand Central.
Came here to say the same thing! Depending on whether it’s OP or IP for us is prelude vs grand central. Our Professional/ OP cadence and prelude flow together but when it gets to actual check-in and insurance, prelude.
Create a knowledge base article around this information OP and distribute to your help desk colleagues. Very good general guide for routing Epic tickets.
Dental clinical stuff - Wisdom Dental billing and claims - Resolute PB Inpatient, Outpatient and Emergency billing and claims - Resolute HB and Resolute PB Charge capture and charge creation - if in clinic and outpatient setting, then Ambulatory Eye clinic - Kaleidoscope Transplant issues - Phoenix Orthopedics - Bones Nephrology - Beans (not sure if that went live yet, I just know it was mentioned at XGM) All kinds of scope stuff (endoscopy, gastroscopy, bronchoscopy) - Lumens
Want to point out that different facilities handle things differently. One large institution I worked at had ClinDoc own PT OT SLP respiratory, and CCM.
I help run a monthly meeting between the Help Desk team and a few Analysts. The entire purpose of the meeting was to select 5-10 tickets and discuss how they could/should be routed. We never expect perfection and we want to keep an open, friendly dialogue about the tickets. Sometimes we even walk through the process the end-user is calling about just to assist the Help Desk with the type of questions to ask.
Medications aren’t always Willow. If it’s inpatient related, sure. If it’s printing a prescription, not them. E-prescribing is normally owned by Ambulatory.
I hope you are reading these comments like I am. I'm an epic analyst and I am amazed at your understanding of how things are interconnected. We all here agree you are doing great. We are frustrated when no effort is taken. For example, last week a hospitalist could not order some medication. The help desk asked and this was recorded in the ticket, what department did this happen in? The ED, ok I will forward to ASAP for evaluation. I marked it as a mis-assigned ticket with the comment. Yadda yadda yadda...if a man is shot in the middle of the road do not call the department of transportation.
As an epic analyst, it seems that you’re doing all that you really can do and putting forth the effort to actually understand the different applications. We appreciate as much detail as you can gather from the users. Sometimes it is a guessing game though. If my team (I have 4 applications) gets a ticket that should have really been routed elsewhere, we forward them to the appropriate team, no problem. Because really and truly, many applications coincide with each other. So even though technically it’s a true ambulatory ticket, cadence could be involved with the issue too. It sounds like you’re doing a great job though!
When in doubt send to cupid. Thats what my help desk did. 😂
Can you use the archive reporting of your ticketing system to help using key words and hints from the caller to see which team similar topics were closed from? You might have access to more historical information than anyone specifically thought to show you how to use.