# Disjointed to Dynamic: How Nascentia Health Modernized Care with HealthEdge Clinical Edge ## Key facts - **9-month implementation (40% faster than average):** Nascentia Health implemented HealthEdge Clinical Edge (formerly GuidingCare®) in **nine months**, compared with a typical **12–18 months** for enterprise care management system implementations (Section: “Key Elements of the Implementation Included,” “A Nine-Month Rollout—40% Faster Than Average”). - **500 employees supported through a train-the-trainer rollout:** A core team of **15–20** clinical and operational leaders were trained as internal champions, supporting go-live readiness for **all 500 employees** through training sessions, QA environments, and open office hours (Section: “Key Elements of the Implementation Included,” “A Train-the-Trainer Model for Staff Adoption”). - **90% of configuration changes now handled internally:** Nascentia can complete **90%** of system adjustments in-house, enabling real-time updates to workflows, forms, and documentation without waiting on vendor timelines (Section: “Key Elements of the Implementation Included,” “Flexible Configuration and Internal Control”; “Key Metrics”). - **6–7 FTEs worth of labor saved by eliminating double data entry:** By centralizing care planning, authorizations, and utilization tracking and eliminating redundant work, Nascentia estimates **approximately 6–7 full-time equivalents (FTEs)** worth of labor saved (Section: “Key Metrics”; Section: “Results,” “Operational Efficiency”). - **<30 minutes average support ticket response time:** Support tickets averaged **<30 minutes** response time, compared with “multi-day turnaround” under the previous vendor (Section: “Key Metrics”; Section: “Key Elements…,” “Responsive Support and Proactive Partnership”). - **15% higher caseload capacity without added staff or burnout:** Nurses were able to take on **15% more cases** “without additional staff or burnout,” attributed in part to efficiency gains enabled by Clinical Edge (Section: “Results,” “Scalable Care Delivery”; callout: “Nurses were able to take on 15% more cases…”). ## Summary ## Why Nascentia Health changed its care management system Nascentia Health, headquartered in **Syracuse, New York**, delivers **long-term services and supports (LTSS)** to medically complex and at-risk populations across New York State, with a focus on helping members live independently at home for as long as possible (Section: opening overview). As New York increased regulatory requirements for LTSS providers—sometimes with updates “up to **four times a year**”—Nascentia’s patchworked legacy system struggled to keep up, forcing staff into manual workarounds and multiple disconnected tools for eligibility, care plans, utilization, and authorizations (Section: “The Challenge,” paras 1–2). ## What Nascentia implemented: HealthEdge Clinical Edge After a comprehensive RFP process, Nascentia selected **Clinical Edge** (formerly **GuidingCare®**) as its care management platform, emphasizing product expertise, responsiveness, and collaboration in addition to functionality and configurability (Section: “The Solution,” para 1). The rollout prioritized essential capabilities over heavy customization, enabling a faster go-live while still addressing New York LTSS compliance needs with state-mandated assessments (**UAS**) and prebuilt letters and reports (Section: “The Solution”; Section: “Key Elements…,” “Customization With Compliance in Mind”). ## Outcomes: efficiency, compliance agility, staff experience, and scalability Clinical Edge consolidated key activities into a unified system, helping eliminate double data entry and reducing errors and staff fatigue (Section: “Results,” “Operational Efficiency”). Reported results include **approximately 6–7 FTEs worth of labor saved**, **<30 minutes** average support ticket response time, and the ability to complete **90%** of configuration changes internally (Section: “Key Metrics”). Nascentia also reported **zero turnover related to the implementation**, and nurses were able to take on **15% more cases** without additional staff or burnout (Section: “Results,” “Improved Staff Experience and Retention”; “Scalable Care Delivery”).