How Epic Go-Live Support Enabled a Successful Launch Across 18 Healthcare Locations

The Client 

The client is a large U.S. healthcare system with an extensive network of hospitals, physician practices, outpatient facilities, and specialty care services. The organization uses Epic across its clinical environment and was expanding its capabilities with Epic Lumens to support endoscopy and gastrointestinal (GI) workflows. 

The Challenge 

The client was introducing Epic Lumens, a new module within its existing Epic environment, across 18 locations. The implementation was designed to streamline and improve how clinicians documented endoscopy and GI procedures. But introducing a new clinical workflow at that scale created an operational challenge. 

Clinicians needed hands-on support while learning new documentation processes. Physicians needed help navigating procedural notes. And when workflow issues surfaced that could slow clinicians down, those concerns needed to reach application support quickly so teams could determine the right response. 

The client needed more than additional resources during go-live. It needed a coordinated support model capable of putting knowledgeable consultants alongside clinicians while maintaining consistency, visibility, and accountability across 18 locations. 

The Solution 

Insight Global developed and delivered a structured at-the-elbow Epic go-live support model for the two-week deployment. 

We deployed 50 support specialists across the engagement, combining clinically fluent resources with Lumens-certified subject matter expertise. These Consultants worked directly with clinicians in their care environments, helping them understand new documentation workflows and navigate changes as they happened. 

Their responsibilities included: 

• Training clinicians on new documentation workflows  
• Walking physicians through updates to procedural notes  
• Identifying workflow issues that could slow clinicians down  
• Escalating concerns to application support  
• Providing recommendations based on issues identified during go-live  

Behind that onsite support was a centralized delivery structure designed to keep a multi-location engagement coordinated. Insight Global used a pod-based delivery model with subject matter expert leadership, structured reporting, escalation processes, real-time resource management, and expense governance. 

The result was one delivery model supporting 18 locations rather than 18 disconnected go-live experiences. 

How We Changed the Game 

Deploying skilled people was only one part of the engagement. The bigger challenge was making sure those people could operate as a coordinated extension of the client’s rollout. 

Insight Global brought together specialized talent and professional services delivery to create structure around the launch. When consultants encountered a workflow that could delay a clinician, they didn’t simply document the problem and move on.  

They surfaced the concern to the appropriate application support resources and provided recommendations, establishing a direct connection between what was happening in the clinical environment and the teams supporting the technology. 

Centralized governance also gave the client greater oversight of a fast-moving engagement. Defined reporting, escalation pathways, resource coordination, and expense controls helped reduce the administrative burden on client leadership while maintaining consistency across the program. 

Outcomes and Impacts 

Over two weeks, Insight Global supported the Epic Lumens go-live across 18 healthcare locations with 50 onsite Epic go-live support specialists. 

The engagement gave clinicians hands-on assistance as they worked through new endoscopy and GI documentation processes and established a structured path for identifying and escalating workflow issues during go-live. 

Insight Global’s delivery model also provided clearer operational oversight across the engagement. Structured expense controls resulted in 17% savings on travel and expense costs, while centralized coordination reduced the logistics and administrative responsibilities placed on client leaders. 

The Insight Global Difference 

Technology transformations occur when technology, processes, and people work together. That’s where Insight Global brings a different perspective. 

Our expertise in finding great talent gives us an edge—and a deep understanding of how to identify and deploy people with the right technical, clinical, and interpersonal expertise. Our consulting capabilities add the governance, delivery structure, and subject matter expertise needed to turn those capabilities into a coordinated solution. 

For this engagement, that meant combining consultants with clinical workflow knowledge and Epic Lumens expertise and a structured professional services model rather than simply filling roles. 

How We Did It 

1. Built around the clinical workflow 

Support was designed around the endoscopy and GI documentation processes clinicians needed to perform, keeping the focus on how technology worked within day-to-day care delivery. 

2. Put experienced support where the work happened 

Specialists worked onsite and At-The-Elbow with clinicians, providing real-time guidance instead of relying solely on remote or pre-go-live training. 

3. Created a direct escalation path 

Workflow issues that could slow down clinicians were surfaced to application support, helping connect frontline feedback to the teams responsible for addressing technology issues. 

4. Established centralized delivery governance 

Pod-based teams, SME leadership, structured reporting, resource coordination, and defined escalation processes created consistency across the 18-location deployment. 

5. Added financial discipline 

Structured expense policies gave the engagement clearer cost controls and contributed to 17% savings on travel and expense costs. 

Areas of Expertise 

• Healthcare IT Consulting 
• Epic Implementation and Go-Live Support 
• Epic Lumens Support 
• At-The-Elbow Go-Live Support 
• Clinical Workflow Optimization 
• Clinician Training and Enablement 
• Healthcare Technology Change Enablement 
• Application Support and Issue Escalation 
• Multi-Site Deployment and Program Coordination 
• Program Governance and Delivery Management 

Our People Approach 

The right delivery model still depends on having the right people behind it. 

For this work, Insight Global brought together consultants who could operate comfortably at the intersection of technology and clinical care. They needed to understand the documentation workflows clinicians were navigating, communicate effectively with physicians and other clinical users, recognize when an issue could interfere with the workflow, and know when to escalate it. 

That combination of people expertise and consulting delivery gave the client specialized support that could work effectively within both the technology and the clinical environment. 

Ready to Elevate Your Business? 

Successful technology transformation takes more than the right platform. It takes the right people, the right expertise, and a delivery model built to turn change into progress. 

For this engagement, Insight Global combined specialized healthcare technology talent with structured consulting delivery to support a complex Epic Lumens go-live across 18 locations, giving clinicians hands-on guidance while creating the governance and coordination needed to manage the launch. 

That’s how we help organizations solve complex challenges. Insight Global brings together talent, consulting, and AI capabilities to help clients implement technology, improve operations, modernize how work gets done, and prepare their people for what’s next. 

Whether you’re planning an enterprise technology implementation, navigating a complex transformation, or looking for the right expertise to move an initiative forward, we’re ready to help. 

Ready to solve what’s next? Let’s talk.