Use HEAT Cloud to submit your Optimization Requests

Do you or your team have ideas about how we can improve ISD’s clinical, patient access, and revenue cycle systems (including Epic@UNC)? You can now submit your ideas/requests via a new function in HEAT Cloud. We encourage teams to talk and submit one request per team/idea instead of submitting multiple requests for the same situation.

To submit your Optimization Request, visit HEAT Cloud (which is also available from the "References" dropdown menu within Epic@UNC) and follow these steps:

  • Login and, if prompted to select a role, choose “Self Service”

  • From the HEAT Cloud main screen, select “Self Service” near the top of the screen

  • Then select “ISD Optimization Request”

  • Complete the form with your contact info and the full details of your request

Note: Please do not use the “Optimization Request” tool in HEAT Cloud if you have an issue in which any clinical or revenue cycle system is not working correctly. For active issues, contact the ISD Service Desk directly at 984-974-4357 or submit a ticket using HEAT Cloud. 

Once you submit an Optimization Request, ISD will examine and then triage each request to the appropriate area in ISD for investigation of the complexity and cost associated with implementing the request.

Based on the initial request and cost and complexity information gathered by ISD, the appropriate UNC Health Care workgroup will review optimization requests on a regular basis. The reviewing workgroups are:

  • Revenue Cycle Advisory Group (RCAG)

  • Clinical Informatics Decision Support Committee (CIDS)

  • Epic@UNC Analytics Workgroup

After reviewing/discussing requests, one of three outcomes (listed below) will occur and the initial requestor will be notified. These workgroups will decide on one of three outcomes and notify the initial requestor:

  • Approved —> Ready for build into the appropriate system

  • More info needed —> Request sent back to requestor

  • Rejected —> Requestor notified