Our Team Works to Ensure the Path to Success Starts on Day 1
At Numera, we realize the value of a great support system for you. Support ranges from consultative needs analysis, customized solution development, implementation and integration support, as well as ongoing account management and customer service.
In the process of gaining an understanding of your specific objectives, our Business Development and Program Management teams work together closely with you to ensure the proper framework is set to match your particular environment. The key role of the Program Manager is to ensure direct access to expertise, from implementation straight through to a successful ongoing relationship.
When solutions are launched, our Customer Support team provides a central access point for questions related to deployed devices and Web services.
Implementation
Objective, actionable data: Perhaps new to you. Very familiar to us.
A Numera Program Manager is assigned to collaborate with you from early on in our relationship. We work together with you to develop a blueprint for delivering a solution that matches your objectives, along with timelines for plotting key milestones and measuring accomplishments. Your Program Manager coordinates with our engineering experts on interface design and data integrity. The Quality Assurance team ensures data validation for uploads and that data replication/transmission to your database adheres to your specifications.
Our implementation consists of:
- Needs assessment and solution design
- Requirements & Implementation workshop
- Ongoing milestone management
- Customer-specific documentation library
- System integration, site configuration, and testing
- Training Workshop for administrative and clinical staff
Ongoing Account Management
The heart of a successful relationship.
We realize there’s a lot to making a program successful. Our solutions often represent new territory for many of you, and our expertise around objective, actionable data is what sets us apart. Key to ensuring we meet your objectives is clearly defining success criteria, and then actively guiding the distributed care management model to adapt specifically to your environment.
Fundamental to this process is a comprehensive communication strategy that ensures we stay in timely contact. Our proven tools and methods include status/tracking reports, strategic development workshops, performance analysis & review, and product enhancement/feedback sessions.
Our Program Managers provide an ongoing bridge between your health management initiatives and our areas of expertise.
Fulfillment
Everything to bring your solution to life. Delivered.
Our telehealth solutions put your program participants squarely in the middle of a collaboarative care management model. Engaging them is crucial to the success of the program. Our Welcome Kit, complete with the award-winning MetrikLink®, gets participants up to speed quickly and easily.
The comprehensive package includes all they’ll need to get connected conveniently, either by standard phone line or Internet-enabled personal computer.
Everything in the kit enables secure transmission of data from their personal health monitoring or diagnostic device, through the Numera Net gateway, and directly to your population health management database.
Several fulfillment options are available, including shipment to distribution centers, clinical location, and directly to participants.
Customer Support
Real-time customer advocacy.
We’ll work with you to identify and implement a tiered support methodology that best suits your program, workflows and environment.
Here’s an example of how this typically looks:
- Tier 1 support, provided by your member services team, addresses participant enrollment, device registration and simple technical system support issue resolution. We provide documentation and training for your team during implementation, including resources for troubleshooting, site navigation and application usage. Together, we’ll identify and train various support resources using a train-the-trainer approach and creating a domain expert for your team. Your services team also provides Tier 1 technical support, with assistance from Numera. Customized solution design can include Tier 1 support via Numera resources. Ask us for more information.
- Tier 2 support from Numera, provides in-depth troubleshooting utilizing proprietary tools for in-depth investigation, analysis and pinpoint issue identification and resolution.
- Tier 3 support is provided by Numera. If our Tier 2 Customer Care team cannot resolve an issue, it is immediately escalated to the development team for review and resolution. You are provided with timely status updates and your Program Manager oversees the entire Tier 3 process.
Do you have questions or comments? We would like to answer any questions or help you better understand our solutions. Please Call our Customer Support Help Line at: 1.888.253.5001 in the US or 0.800.404.7760 in the UK.
