Boosting Clinical Efficiency and Capacity With Tier 3 Epic Support

Tegria’s support allows us to stay focused on strategic initiatives such as upgrades and capital projects, without diverting resources away from operational work. It makes a significant difference in our overall capacity.

SHELLI PAGE, MSN, RN, NI-BCDirector of Epic Applications, Montage Health 

Background  

Montage Health is a nonprofit health system serving communities throughout Monterey County, California. As a local organization with a broad network of services—including a hospital, medical group, urgent care centers, and a Medicare Advantage plan—Montage Health is committed to delivering coordinated, high-quality care. 
 
To keep up with strategic initiatives while maintaining day-to-day operations, Montage Health needed a reliable partner to supplement its internal Epic applications team. Initially seeking Tier 2 support to stabilize operations and reduce backlog, Montage Health later recognized the need for deeper, more strategic support to manage upgrades, capital projects, and high-impact system enhancements without expanding internal headcount. 

Solutions 

After partnering with Montage Health in 2020, Tegria evolved its role from Tier 2 to Tier 3 strategic support. In this role, Tegria provided upgrade management, assisted with over 50 capital projects, and supported more than 25 Epic applications. The team supported 13 system upgrades, including Hyperdrive, and led integrated testing efforts to reduce risk and ensure smooth rollouts. 
 
Together, Montage Health and Tegria developed a flexible and sustainable support model, aligning Tegria’s hours with capital project timelines. This approach ensured that upgrades and large-scale initiatives received focused attention, while allowing Montage Health’s internal teams to maintain momentum on operational goals.  

Deeply embedded within the organization, Tegria’s team addressed long-standing technical and workflow challenges to improve efficiency and operations. Their efforts helped cut Our Practice Alert (OPA) volumes nearly in half, saved 28 hours of staff time per month, and supported population health efforts that reached more than 117,000 patients with targeted outreach and documentation improvements. 

Tegria’s support also enabled Montage Health to achieve Epic’s Gold Stars 9 recognition for the fifth time, Page said: “Their involvement made it possible for us to remain on schedule with complex projects while continuing to meet Epic’s evolving Gold Star criteria.”