Our continued goal is to provide a Gold Standard
of service for your practice 24/7/365
NextGen Client Support
One Team.
On...
Dedicated to your success
Sometimes your practice needs a little extra help. That’s why we’re
here. Our dedicated Client S...
“The tech on the first day was extremely helpful
and went above and beyond to help. The second
tech followed up after the ...
A Priority Level 1
matter is defined as :
!“The Software, Hosted System, or Hardware
is completely inoperative or unavaila...
High-level assistance.
Anytime, anywhere.
•	 For all NextGen Healthcare clients, software maintenance
service hours are 24...
Professional
problem solvers.
The NextGen Healthcare Client Support team features trained,
NextGen Certified Professionals...
“It’s critical we stay abreast of all new technology
and available tools and utilities to ensure we’re
able to provide ste...
A peek
behind the
curtain.
So you run into an issue and you have no idea
What to do? It’s simple. Contact us, of course.
T...
According to our latest metrics
compiled for non-urgent issues, 100% of
all callsreceived are answered
within two hours.
?...
A specialty-specific support model
At NextGen Healthcare, Client Support teams are broken up specifically into Practice
Ma...
“We really appreciate the efforts of NextGen
in working on our performance issues.
We consider our CSA one of the best and...
“Utilization of our online self-service reduced
112,415 incidents in this past fiscal year.”
Merle Wallner, VP, Client Sup...
Comprehensive online
resources.
A feature only available to NextGen Healthcare clients that separates us
from the competit...
“It’s the flexibility of this particular system that has
led to our satisfaction combined with our hard work
and NextGen’s...
Client Support is a 24/7/365 business. And with tens of thousands of users, there is always a need for
high-quality suppor...
Nextgen.com
NextGen Healthcare Information Systems, LLC
795 Horsham Road, Horsham, PA 19044
Copyright © 2013 NextGen Healt...
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One Team. One Mission. Your Success.

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Sometimes your practice needs a little extra help. That’s why we’re here. Our dedicated Client Support team includes hundreds of Client Support Analysts (CSAs); trained professionals, all expert in providing premium customer service and support to clients across the entire
NextGen® product suite.

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One Team. One Mission. Your Success.

  1. 1. Our continued goal is to provide a Gold Standard of service for your practice 24/7/365 NextGen Client Support One Team. One Mission. Your Success. Get the service you deserve with our Speciality-specific Client Support Model
  2. 2. Dedicated to your success Sometimes your practice needs a little extra help. That’s why we’re here. Our dedicated Client Support team includes hundreds of Client Support Analysts (CSAs); trained professionals, all expert in providing premium customer service and support to clients across the entire NextGen® product suite. With NextGen Healthcare, after the install and staff training is complete, we’re there for you when you need us. Just a click or call away. Based from offices nationwide, we have only one focus: to support your practice. To help you meet your support needs and enable your practice to succeed.   We’re there for you when you need us. Just a click or call away.
  3. 3. “The tech on the first day was extremely helpful and went above and beyond to help. The second tech followed up after the weekend and ensured our database was copied successfully. I am certain their names are logged on our service request but both of those gentlemen deserve a round of applause.” Sac and Fox Of Mississippi In Iowa
  4. 4. A Priority Level 1 matter is defined as : !“The Software, Hosted System, or Hardware is completely inoperative or unavailable, or a core application, module, or feature is unusable or not functioning at all, and Client’s patient care or business operations are significantly and adversely affected.”
  5. 5. High-level assistance. Anytime, anywhere. • For all NextGen Healthcare clients, software maintenance service hours are 24 hours a day, seven days a week for Priority 1 issues. • All incidents are triaged to a Client Support Analyst located within the client’s time zone. • All clients have access to a sophisticated Incident Tracking System to submit and track an incident. At NextGen Healthcare, our efficient client support can mean providing an answer to a problem before a call is even placed. And with the Knowledge Exchange (KE), clients have self-service, on-demand access to a searchable database of information relevant to the NextGen® application suite. Want to know more about KE? See Page 6. Our efficient client supportcan mean providing an answer to a problem before a call is even placed.
  6. 6. Professional problem solvers. The NextGen Healthcare Client Support team features trained, NextGen Certified Professionals (NCPs) who have years of experience in multiple disciplines. To be a part of our Client Support team, they must have a pertinent financial, clinical, or technical background. Team members must also have excellent written and verbal communication skills, superior analytical troubleshooting skills, and take professional pride in providing the highest level of client service. NextGen Healthcare Client Support models its Client Support model after Information Technology Infrastructure Library (ITIL) standards to continually deliver Best Practices to our client base. This approach has resulted in a Client Satisfaction score of 3.8 out of 4.0.* *July 2013 Team members take professional pride in providing the highest level of client service.
  7. 7. “It’s critical we stay abreast of all new technology and available tools and utilities to ensure we’re able to provide stellar client support at all times. So we constantly challenge our Client Support team members to stay current with new technology and solutions.” Merle Wallner, VP, Client Support NextGen Healthcare
  8. 8. A peek behind the curtain. So you run into an issue and you have no idea What to do? It’s simple. Contact us, of course. That’s why we’re here. But after you submit that support incident what happens on our side? Take a peek… Scenario: An incident is submitted by a client and auto-routed to a Subject Matter Expert for that product or issue in the client’s time zone. First level: 1. Incidents responded to by Tier 1 CSA 2. Standard call response within two hours 3. CSA works with client to resolve issue 4. Incident not closed until client permission received Oftentimes, one call does the trick, with 50% of incidents closed on first contact with the client. But what if that doesn’t do the trick? Up the ladder it goes… 1 2 3 4
  9. 9. According to our latest metrics compiled for non-urgent issues, 100% of all callsreceived are answered within two hours. ?Next level: 1. Incident is deemed a defect or enhancement request, linked to a Problem Record 2. Problems categorized as defects or enhancements immediately exposed to Known Issues or Enhancements page, or Client Support Center 3. Incident remains open until issue is fixed with a new release available as General Release Clients can review the status of their issues via the Client Support Center and receive continual updates by email throughout the life of the defect or enhancement as it progresses through Development.   1 2 3
  10. 10. A specialty-specific support model At NextGen Healthcare, Client Support teams are broken up specifically into Practice Management, EHR, Interface, Licensing, and Tech Support. In addition to these high-level groups, there are sub-groups under each product so the analyst is a subject matter expert in that particular area of the product. This single-source contact is key when dealing with specialty providers. Normal Client Support operating hours are Monday – Friday, 8:30 AM – 5:30 PM, no matter what time zone the client is located in. But Client Support Analysts are always available on-call to handle emergency calls, even after hours. After-hour telephone calls activate a paging system and are routed to an after-hours Client Support Analyst. For maintenance services provided outside of normal business hours for a non-Priority Level 1 matter, there is an additional fee.   Normal Client Support operating hours are Monday – Friday, 8:30 AM – 5:30 PM, but Client Support Analysts are always available on-call.
  11. 11. “We really appreciate the efforts of NextGen in working on our performance issues. We consider our CSA one of the best and always enjoy working with him. He is enthusiastic, knowledgeable, and dedicated.” Brad Holman, IT Manager Family Healthcare Associates
  12. 12. “Utilization of our online self-service reduced 112,415 incidents in this past fiscal year.” Merle Wallner, VP, Client Support NextGen Healthcare -112,415 incidents past fiscal year
  13. 13. Comprehensive online resources. A feature only available to NextGen Healthcare clients that separates us from the competition is our robust Knowledge Exchange (KE) module. It contains information resources relevant to NextGen® Ambulatory EHR, NextGen® Practice Management, and other ancillary applications, and is available on our Client Support Center. The same place clients directly submit their incident requests. It’s a real difference maker that others can’t match. • No waiting in queue • Searchable online database • Database is updated each time new article posted • More than 11,000 articles • Common “how-to” questions already solved by Client Support • Find what you need? No need to open an incident ticket with Client Support Savvy clientstake a minute to look onlinebefore they call Client Support. It can save time for all involved.
  14. 14. “It’s the flexibility of this particular system that has led to our satisfaction combined with our hard work and NextGen’s great support. Together, NextGen and I are able to accommodate all the different practice styles that the physicians and audiologists in our practice wish to use for patient care.” Tricia Skinner, Patient Education Coordinator Tallahassee ENT In their own words.
  15. 15. Client Support is a 24/7/365 business. And with tens of thousands of users, there is always a need for high-quality support. But even while satisfying clients today, NextGen Client Support has an eye on tomorrow and a clear, concise vision of where it is evolving as the calendar pages turn. Client Support is currently implementing a comprehensive account ownership program and exploring regional Client Care models. These new concepts will enable closer relationships with our clients and partners. NextGen Client Support is an integral part of the NextGen Healthcare EHR/PM/KBM upgrade process. Some areas of consistent Client Support focus include: • Ongoing client training • Technical seminars • Modular product webinars • eLearning • Annual user group meetings • Continued education on ICD-10 and MU2   Constantly focused on your success.
  16. 16. Nextgen.com NextGen Healthcare Information Systems, LLC 795 Horsham Road, Horsham, PA 19044 Copyright © 2013 NextGen Healthcare Information Systems, LLC. All rights reserved. NextGen is a registered trademark of QSI Management, LLC, an affiliate of NextGen Healthcare Information Systems, LLC. All other names and marks are the property of their respective owners. Patent pending. SB12-8-13 One Team. One Commitment. Your Success. The NextGen Client Support Department is dedicated to an excellent client experience built on a foundation of world-class service and trust. As the voice of NextGen Support, our analysts listen to our clients’ needs and provide meaningful solutions.

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