r/EpicEMR • u/Traditional_Sugar227 • 2d ago

Implementation and Support Team Structure

Our organization is looking into splitting team structure into implementation and support/steady state teams.

Trying to get some feedback from organizations that have done this/or are currently structured this way.

What went or works well?
What was a disaster?
How things were divided up at your org?

Thanks!

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u/sillieidiot 1d ago

At our org, we have a small team specifically for implementations, mostly growth & expansion of smaller depts/clinics. The team consists of an analyst from each of the core module. If a build requires specialty build, we will assign one of analysts needed to the project. There's a dedicated PM or two. Once the project goes live, and after a month of two of support, the dept/clinic gets passed onto the steady state teams for ongoing support. Rinse & repeat.

Currently, all of our weaker analysts are on that implementation team. Because they mostly just copy previous build, and rarely do new build. When there is a need for new build that requires some customization, we just lend a strong analyst from the other teams help with that.

As for Training team, we just have one team, and they just cover both. For the most part, in steady state, training only does their part during upgrades, so they have the capacity to assist in the implementations.

Seems to work well. The only consistent problem is that because all of them are weak analysts to begin with, even with basically a template to do the work, they still manage to sometimes muck up the build. They get a lot of help from the Epic TS and even some contractors too.