IT Managed Services Portfolio

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1 ONE EAM SERVICES IT Managed Services Portfolio SIMPLE. PERSONAL. POWERFUL.

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3 About Netsmart Netsmart innovates electronic health records (EHRs), solutions and services that are powerful, intuitive and easy-to-use. Our platform provides accessible, accurate, up-to-date information to care team members in behavioral health, social services and post-acute. The Netsmart solutions deliver outcomes-based care to over 25,000 client organizations that help more than 25 million consumers every year. We make the complex simple and personalized, so our clients can concentrate on what they do best: provide much needed services and treatment that support whole-person care. A dedication to leading change within the industry by breaking down barriers to provide a person-centric and holistic view of each individual Support for the EveryDayMatters Foundation, which helps human services and post-acute organizations learn from each other and share their causes and stories At Netsmart, we focus on providing a comprehensive solution portfolio that allows our clients to concentrate resources on the people they serve. Integrating care across communities is the consistent driving force behind our technology strategy, which is why Netsmart provides much more than EHRs: The largest national health information exchange (HIE) to connect post-acute, social services and behavioral health organizations with health systems and provider partners A comprehensive portfolio of support services including hosting, IT managed services, revenue cycle management and third-party sourcing solutions tailored to the healthcare marketplace Expertise in state and federal billing requirements as well as regulatory compliance

4 Revenue Cycle Management Benchmarking & Analytics Hosting Services & Solutions PLEXUS CLOUD RCM CARE MANAGEMENT CAREPATHWAYS CARECONNECT CARECONNECT Connectivity/ Health Information Exchange Implementation & Consulting Services Full IT Shared Services SOLUTION DELIVERY ONE EAM ONETEAM SERVICES CAREMANAGER SOLUTIONS CAREPOINTE CAREPOV Consumer Engagement Role-based Mobility Advanced Application Support PRIME PLEXUS EHR CAREGUIDANCE CARELIBRARY Content Solutions CARERECORD BEHAVIORAL HEALTH POST-ACUTE SOCIAL SERVICES Netsmart CareFabric Netsmart CareFabric The Netsmart CareFabric establishes the integrated framework of solutions and services for our clients. IT Managed Services is a core part of the Netsmart CareFabric. Organizations often invest five to ten percent (or more) of their annual revenue on information technology and business operations. The CareFabric portfolio provides solutions to optimize these investments so clients can focus on providing care simple, personal, powerful. At Netsmart, our goal is to change the face of healthcare by making whole-person care a reality through technology, services and advocacy. More About the CareFabric CareRecord, CareManager and CareGuidance solutions support the electronic management of health records, care coordination, analytics, benchmarking and much more. Netsmart has market leading solutions across human services and post-acute care communities. OneTeam IT Managed Services further extends this architecture for all client solutions, including ongoing application management of the CareRecord. Revenue Cycle Management offers a comprehensive portfolio of business operations services to optimize collections and minimize aging of receivables. Third-party sourcing offers strategic technology purchasing and fulfillment. The Netsmart CareFabric serves more than 560,000 users in the following communities: behavioral health; addiction treatment; intellectual and developmental disabilities; child and family services; public health; skilled nursing; assisted living; independent living; continuing care retirement communities; long-term care; home health; hospice; palliative care; private duty and vital records. Plexus Cloud offers security, availability, performance, scalability and a healthcare-certified data center environment to support the CareRecord investment. Plexus Cloud architecture can be extended for non-ehr solutions (e.g., finance and human resources applications, etc.) to offer similar investment protection.

5 IT Managed Services Portfolio The Netsmart IT Managed Services portfolio offers clients the flexibility to source critical IT services and streamline investment, provide comprehensive service delivery, improve efficiency and effectively scale their support model with subject matter experts and industry leading solutions. OneTeam aligns Netsmart as a key delivery element of our client s business strategy. We provide a high-touch client experience and deliver solutions designed to solve our clients business challenges on a 24/7/365 basis. Clients that partner with Netsmart for IT Managed Services receive all of the following benefits: Strategic planning/it advisory support aligned with strategic investment categories Predictability in spending Ability to scale solution with business change Eliminated resource management challenges (hiring, training, retaining employees) Peace of mind from partnering with a focused market leader to protect strategic investment Proactive 24/7/365 infrastructure monitoring validated by live U.S.-based support personnel Comprehensive, virtual capacity to maintain, enhance and expand critical EHR solution(s) 24/7/365 help desk for improved incident response and problem resolution OneTeam IT Managed Services Offerings IT Strategy & Advisory Services Application Management (EHR/Other) Help Desk Services Platform Services High-touch, localized field services to support a myriad of end-user needs Defined service levels resulting in consistently measured performance Standardized support and reporting aligned with key performance indicators (KPIs) Healthcare-focused support teams that are well-versed in behavioral health, social services and post-acute needs including HIPAA/Hi-Trust requirements Network Services

6 IT Managed Services Portfolio IT Strategy and Advisory Services Netsmart offers access to an experienced, senior team of IT executives who act as virtual chief information officers (vcios) to help clients develop and execute strategic IT plans. It s a cost-effective way to gain access to IT experts who have worked with hundreds of healthcare organizations. As a result, you can be confident your technology strategy will be aligned with your business operations, as well as compliance standards, such as HIPAA and CARF. Benefits Access to experienced team of senior IT executives Development and management of multi-year IT strategy, budget and execution plans Oversight and management of all IT service delivery functions Establishment of KPIs, metrics and measurements to ensure service delivery quality Consultation on strategic programs and investments Ability to leverage Netsmart third-party relationships for our client s benefit Scope of Services Monthly, quarterly and/or annual allocation of vcio capacity Defined scope for advisory services consulting engagements Multi-year IT strategy/plan updated annually for term of agreement Multi-year IT investment model (budget) aligned with IT strategy/plan updated annually Vendor management of strategic internal and external providers of IT services Monthly, quarterly and annual participation in client strategic planning functions Assigned executive overseeing all Netsmart IT Managed Services delivery

7 IT Managed Services Portfolio Application (EHR) Management Services Netsmart provides clients access to a virtual team of application specialists with unique clinical and billing knowledge of Netsmart EHRs and reporting solutions. This virtual team can also support other EHR solutions and applications (database, web, Microsoft, etc.). This service allows clients to focus on the functional use of the critical EHR technology investment without the ongoing need to hire, train and retain scarce talent. Benefits Single point of contact for ongoing care and feeding of strategic EHR investment and/or other applications Consistent capacity to handle configuration changes, report development, forms development and program expansion of EHR solution(s) Eliminates risk of attrition for high-demand skill sets Eliminates need for continual investment in training of application support staff Scope of Services Monthly, quarterly or annual capacity allocation of EHR and/or other application support Knowledgeable, U.S.-based team of EHR/CareRecord specialists Highly experienced in configuring, reporting and extending the EHR solution(s) Assigned team lead to manage service requests, budget, timelines and service delivery Ability to change capacity mix to shift between ongoing changes to clinical and/or billing workflows and/or program needs Access to a team of resources integrated with Netsmart consulting and engineering for the most up-to-date skills and knowledge of features and functions, both current and planned Behavioral Health Client Midwest The Application Management team is an invaluable resource for us. Their expertise in application development coupled with their thorough knowledge of the Netsmart suite of products has helped us implement solutions quickly, improve our user experience and reduce wasted effort. Craig N., Director of IT Services

8 IT Managed Services Portfolio Help Desk Services Overall Client Satisfaction: 4.7/5 The Netsmart Help Desk implements industry best practices via market-leading platforms to provide clients outstanding support. Consistently exceeding industry metrics and measurements for support automation, our U.S.-based team of analysts and specialists functions as your single point of contact for all IT issues and requests. In addition to supporting typical IT issue resolution and service requests, we are uniquely qualified to handle support of Netsmart CareRecords. Benefits Single point of contact for all IT questions, issues and requests Provide consistent operational and predictable cost model that scales with demand Eliminate risk of attrition for high-demand skill sets Eliminate continual investment in training of support staff Provide 24/7/365 coverage when required Monthly reporting of performance against established service level targets and industry KPIs Consistency in call handling and documentation Continual auditing of support request to mature service offering Customized support documentation for each client environment 74% First Contact Resolution Rate Scope of Services 24/7/365 live answer Level 1 and Level 2 technical support, including EHR Personalized, dedicated ACD phone line Knowledgeable, certified, U.S.-based team Proven project methodology for onboarding and go-live success Support for custom business applications and processes as well as for standard hardware, software and connectivity issues Robust IT service management (ITSM) platform and best practices based on Information Technology Infrastructure Library (ITIL) Self-service portal, service catalog, and workflow capability to assign specific incidents and requests automatically to appropriate resolution group Daily, weekly, monthly, quarterly reporting and trend analysis 66% Answered within 30 Seconds Focus on customer experience and continuous service improvement Average Handle Time: 11 MINUTES

9 IT Managed Services Portfolio Platform Services + Monitoring Netsmart provides a full suite of systems administration capabilities to enable our clients to focus on strategic projects that are central to their business rather than on day-to-day tactical issues. Platform management provides daily systems administration, monitoring, alerting and remediation to ensure system uptime. Benefits Increased efficiencies and improved focus Reduce operational costs Systems administration Platform monitoring, alerting, escalation and remediation Patch management and anti-virus updates Performance improvements, reporting and capacity management Access to broad and deep engineering capacity Scope of Services Perform monitoring and alerting for approved platforms Daily review and monitoring of system health, status and availability 24/7/365 monitoring with real-time vendor/provider escalation for issues Performance metrics (CPU, memory, swap space, processor pools, etc.) Daily error log review and remediation Manage critical processes (client-defined) Assist with daily administrative tasks Performance tuning as needed Support for planned and unplanned changes and outages Critical issue response, including root cause analysis (RCA) Software upgrades annually if recommended Real-time antivirus updates Monthly server, desktop and laptop patching Monthly third-party patching (Microsoft, Adobe, etc.) Managed services or project-based fee schedule

10 IT Managed Services Portfolio Network Services + Monitoring Netsmart can act as a client s network expert for monitoring, administration and support offerings. Our services provide oversight across network elements such as routers, switches, wireless access points and firewalls. In addition to offering full network support, our team will install, monitor and maintain a full suite of monitoring and management tools. Benefits Increased network efficiencies Faster network resolution of service-impacting incidents Improved efficiencies through a consolidated view Keep client staff focused on strategic responsibilities Reduce operational costs Wireless network access coverage analysis Access to broad and deep engineering capacity Scope of Services Custom MIB monitoring Event triggers using customized thresholds IP address information Bandwidth utilization Network Time Protocol (NTP) time management Proactive fault management, notifications and escalations for incident management 24/7/365 monitoring with real-time vendor/provider escalation for issues Automated network discovery and performance Service level agreement (SLA) reporting Firmware/OS Updates Optional NetFlow collection and analysis Managed services or project-based fee schedule

11 4950 College Boulevard Overland Park, KS 66211

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