Managed ServicesComprehensive outsourced IT services to support provider organizations

Table of Contents

3 What We Do

4 Benefits of Managed Services

5 Managed Services Offering

6 Application Support Services

7 Quality Assurance Metrics

8 Cumberland Differentiators

9 Client Testimonials

What We Do

Our expert resources have the technical skill and expertise to maintain and support your legacy applications, while your own team is focused on the new application implementation. Our team has experience supporting more than 30 different applications. We are large enough to scale and can take on all or part of your legacy support needs.

Our trained team can effectively answer “how-do-I?” questions, manage general IT requests such as password resets, and resolve or troubleshoot common problems related to IT equipment.

Comprehensive managed services combined with a flexible support model

Our experienced team can provide full outsourcing or backup support for a wide range of applications, including all Epic and Cerner applications. We provide comprehensive services ranging from Tier 1 to Tier 3 support, as well as on-demand report writing, patient portal support, new user/provider build, and provider personalization assistance.

Core EHR Application Support Legacy System Support IT Help Desk

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Benefits of Managed ServicesImprove efficiency and increase customer satisfaction for your current system.

Increase customer satisfaction

Improve efficiency

Improve productivity

Reduce incident call volume

Focus on strategic initiatives to grow your business

Establish cost-effective practices

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Tier 2 Support

Break-fix and maintenance requests, new

user/provider build and other master file upkeep

Tier 1/1.5 Support24x7 Call Center. First-call troubleshooting and issue resolution for basic applications, IT issues

and “how-to” questions. Ability to seamlessly escalate more complex issues to highly

experienced analysts for resolution.

New Clinic Build-Out

Patient Portal Support

Managed Services Offering

Tier 3 Support

Enhancement requests for all applications

Clinical Service Desk/Provider Personalization Assistance

On-Demand Report Writing

Dedicated phone line and email for providers to expedite support

Support for your ongoing high-priority reporting needs

Redirect patient calls and password resets to our customer service experts

Support services to accelerate your ability to bring up new sites

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Core EHR Application Support ServicesImprove Efficiency. Increase End-User Satisfaction.

Fast, Accurate, Efficient Ticket ResolutionBut we don’t stop there … we get to the root of the problem

• Our root-cause analysis approach to incident management and maintenance includes proactively identifying opportunities for process improvement and issue resolution, not just ticket closure.

Flexible Support ModelWe meet you where you are … our solution is tailored to meet your needs – not the other way around• Customized solutions to meet your specific service model

needs for your applications. • Value-focused pricing model at a predictable fixed monthly

rate to help you manage costs.• Easy to scale up or down based on your needs.

Measurable Results With a Focus on QualityWe’re all about the numbers and actively track, report and manage to the following metrics:

• First-Contact Resolution Rate • Answer Call Rate• Call Abandon Rate• Average Speed to Answer• Average Handling Time• Customer Satisfaction

Seamless Extension of Your TeamExperienced, Certified Specialists

• Our analysts are healthcare professionals with firsthand knowledge of your applications.

• Team members receive customized training on your organization’s workflow, build and change control procedures.

• Tier 2/3 support analysts hold EHR certifications and have an average of 8 years of experience.

• Tier 1/1.5 agents have up to 5 years of experience.

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Average Speed to Answer

The average length of time in seconds it

takes to answer calls.

30 secondsFirst-Call Resolution Rate

The percentage of tickets resolved on the

first call without additional analysts’

follow-up.

90%

Average Handling Time

The average total time it takes to resolve a

ticket. Handling times range from >1

minute for simple tasks to 30 minutes for

more complex issues.

7 minutesLow Call Abandon Rate

Percent of callers who disconnect without

being answered after 30 seconds.

6%

Quality Assurance Metrics

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FLEXIBLE SERVICE MODELWe can manage 30+ applications, provide 24x7x365 support or nights/weekends only; it’s up to you. And if your needs change, we can easily scale up or down to support you.

EXPERIENCED TEAMOur management team has a combination of business operations expertise as well as hands-on Cerner and Epic experience. We aggressively invest in ongoing certification, education and training to ensure that our team remains on the cutting edge.

VALUE-FOCUSED PRICING We work with you to create a predictable

fixed monthly rate based on your organization’s unique needs.

U.S.-BASED, CO-LOCATED SUPPORT CENTER

Our team works together in a central office in Madison, Wis., allowing for collective knowledge

sharing and collaboration to resolve complex tickets or issues quickly. This model also results

in increased quality control and ongoing in-person training opportunities.

RESULTS-DRIVEN APPROACHWe have an industry-leading first-call resolution rate. At the same time, we solve for root-cause analysis, not just ticket closure. Our experienced team is trained to help recognize patterns in issues and recommend solutions to improve your organization’s overall performance.

QUALITY ASSURANCEWe record every call and continually evaluate our analysts, providing individual feedback on

call and ticket resolution performance to ensure we are providing the highest quality of

support for you. In addition, we take net promoter scores after each call.

How We Stand Out From the Crowd

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What Our Clients Are Saying

Thanks again for your help. This change is going to streamline our workflows – you’ve been a vital

part of our Continuous Improvement Huddle process!

I just wanted to say how much I enjoy working with Megan on items … She is

also a wealth of knowledge … I was very impressed with her organization of the solution needed as seen below.

She is a great resource as she understands IP and AMB.

Sarah, Thank you for ALWAYS being there for me and my questions! I

really appreciate the time you take to help me figure my path out. Just wanted you to know that you are

making a difference!

Philip, Thank you for all of the time and effort that you put into this

process. Your time will alleviate a great deal of time with flow.

Jolynn is always extremely

knowledgeable and helpful! Thanks!

Below is a sample of customer feedback from post-call surveys.

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Want to learn more?

Let’s chat. Contact us at info@cumberlandcg.com to start the conversation.

www.cumberlandcg.com

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