Hundreds of our Super Users and At-the-Elbow (ATE) experts from Epic and Optimum Healthcare IT are available for support. Turn to them first for assistance. Our Super Users and ATE experts can often help you resolve issues without having to call the Service (Help) Desk. Super Users/ATEs can also help assure all the proper information is provided to the Service Desk if additional support is necessary.
Please consult your leader with questions about processes and workflows unique to your specialty and/or work area.
Please notify your leader if you are unable to log-in to Epic and/or you do not appear to have security access necessary to do your job. Leaders must complete an Employee Access Request (EAR) in Lotus Notes to arrange for their staff members to receive network/system access.
Please use our leadership Chain of Command to report any quality or safety issues. Safety Hub also is available to help and may be reached between 6 a.m. – 11:30 p.m. at 781-624-8333.
Your go-to location for updates about the Epic system or specific workflows, Tip Sheets, Quick Start guides, and links to websites that provide easily accessible help while navigating the system. The Time Saver section contains tips and tricks to help speed up your every day workflow.
Urgent IT Support: Please call the Help Desk at 781-624-8827 for assistance with software and technology issues.
Our Service Desk requires the following information to route and respond to your ticket:
The “Words That Work” Quick Guide and lighthearted video provide advice and direction about how to communicate with patients, families and each other as we do our jobs with an unfamiliar tool.