Columbia University Medical Center

FPO Polishing CROWN With Live Help and Workflow Optimizations

Timothy J. Crimmins, MD, RPVI

Timothy J. Crimmins, MD, RPVI, chief medical informatics officer, ColumbiaDoctors

The faculty practice is now piloting Live Crown Help Service Desk for clinicians, and has recently created a CROWN optimization team to help streamline workflows and improve all aspects of EHR utilization throughout ColumbiaDoctors.

The results of the Live Help pilot, which ran from Sept. 19 through Oct. 21, were even better than originally anticipated, said Timothy J. Crimmins, MD, RPVI, ColumbiaDoctors chief medical informatics officer.

“The average time to resolve an issue was just 11 minutes–dramatically faster than the 2.3 hours it typically takes for an incident opened by the service desk to get resolved,” he said.

Clinicians may now contact Live Help for immediate assistance, using the CROWN Helpdesk number, 212-746-4357; callers will be prompted to press 6 for live help.

Dr. Crimmins said a recently formed CROWN optimization team is now available to help users increase EHR utilization, boost efficiency, improve faculty and staff satisfaction, and enhance overall practice workflows. The team will work with users for a six-to-eight-week cycle, in which they observe current-state workflows, recommend future workflows, and configure CROWN to best suit users’ needs, followed by testing, and go-live.

The team is led by Dr. Crimmins and includes:

● Kris Bhambhani, health IT optimization specialist, who oversees the execution of the project
● Jennifer Beirne, senior practice administrator, with experience in operations
● Jennifer Picciotto-Quezada, NYP programmer, dedicated to CROWN optimization
● Rachel Goldstein, talent development clinical instructor, dedicated to CROWN optimization

If your team needs assistance with workflows and would like to consult the CROWN team, contact Kris Bhambhani: krb2144@cumc.columbia.edu.