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Executive summary:
A leader in urgent care services needed a trusted partner to support its Epic implementation, go-live, and staffing needs across 120 clinics in North Carolina, Florida, Texas, and Arizona. As the first urgent care company in the U.S. to implement Epic across its entire system, they faced unique challenges requiring expert guidance.
Leveraging deep Epic expertise, HCTec provided full Epic implementation and Epic Go-Live support, legacy system support, staffing solutions for contractors and full-time employees, and application training and optimization. This partnership led to a seamless Epic rollout and long-term collaboration, with HCTec filling 21 permanent roles and continuing to support urgent care system and its merger partner.
Partner background:
This urgent care system operates nearly 200 clinics under three different brands, providing a range of services including preventive care, telehealth, occupational health, primary care, and urgent care. Following a merger with another ambulatory system in 2025, they will add an additional 40 plus ambulatory physician practices.
It is the first urgent care company in the U.S. to implement Epic across its entire system and has earned the Joint Commission’s Gold Seal of Approval for quality, safety, and infection control.
Business challenges:
The urgent care system needed a strategic roadmap to introduce and implement Epic across all clinics in September 2020. Given that this was the first Epic rollout in an urgent care environment, there were several unique operational challenges that HCTec addressed, including:
- A lack of prior urgent care Epic implementation models.
- The need for comprehensive support across clinics.
- The urgent care system’s acquisition by a provider firm and the subsequent 2025 merger with another urgent care system.
- Integration of the merger partner’s IT environment into the urgent care company’s Epic instance via Community Connect.
Objectives:
HCTec and urgent care system partnered to:
- Provide staffing and direct hire solutions for Epic implementation
- Deliver at-the-elbow (ATE) go-live and legacy system support
- Support merger-driven IT integration
HCTec’s solution:
HCTec deployed a strategic solution that included:
- Epic implementation & ATE go-live support
- Legacy system transition support
- Contract & full-time staffing for Epic analysts
Implementation:
HCTec’s phased implementation approach included:
- 2020: HCTec was awarded the exclusive opportunity to support the company’s Epic rollout. As the first-ever Epic rollout in an urgent care setting, it required HCTec to develop customized implementation strategies.
- 2020-2022: HCTec rapidly filled 21 direct-hire Epic roles and provided 52 ATE analysts to support Epic Go-Live.
- 2024-present: HCTec has supported the company and merger partner’s Epic integration post-merger, facilitating the integration of the merger partner into the company’s Epic instance via Community Connect.
- 2025 – My Chart and Help Desk support: Ongoing discussions for a 3-year Application Managed Services (AMS).
Results:
- Epic implementation success (2020-2022): HCTec is system’s exclusive staffing partner, filling 21 direct-hire Epic roles, deploying 52 ATE analysts, and supporting 120 clinics across North Carolina, Texas, and Florida.
- Ongoing success (2024-present): HCTec provides ongoing Epic Go-Live and legacy support for the urgent care system and incoming acquired partner, filling eight out of 10 contract job orders with three additional roles in play. Three HCTec permanent placements are now in leadership positions, including an interim CIO. HCTec has also acquired three new partners via referrals from the urgent care company.
Analysis:
HCTec’s proven ability to rapidly scale staffing and support services allowed for the seamless integration of Epic across multiple clinics and IT environments and led to our designation as the urgent care company’s exclusive partner for Epic staffing. Looking ahead, HCTec will leverage opportunities to expand AMS for ongoing support, enhance training solutions for newly merged providers, and deepen our long-term staffing partnership to optimize Epic usage.
Conclusion:
HCTec’s expertise in Epic staffing, implementation, and go-live support enabled system to achieve a smooth, first-of-its-kind urgent care Epic rollout. By filling key Epic roles, providing 52 ATE analysts, and supporting post-merger integrations, HCTec has proven itself as a strategic partner.
Looking ahead, HCTec is well-positioned to expand ATE support and AMS, strengthen Epic training, and continue supporting system’s evolving needs.