What We Do
We deliver measurable value to provider organizations through our comprehensive and innovative solutions to streamline EHR management and IT help desk functions. We understand the complexities of the healthcare industry and the growing demands on IT resources. Our flexible support model empowers our clients to choose how they want to engage our services and allows them to spend more time on their own strategic initiatives.
Core EHR Application Support
Our experienced team can provide full outsourcing or backup support for a wide range of applications, including all Epic and Cerner applications.
Legacy System Support
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.
IT Help Desk
Our trained team can effectively answer “how-do-I?” questions, manage general IT requests such as password resets and troubleshoot common problems related to IT equipment.
Menu of Service Offerings
“We use Cumberland in an effort to have efficiency in help desk support and to get expertise in first-tier resolutions.”DIRECTOR, October 2018 (Selected commentary collected about Cumberland Partial IT Outsourcing October 2018 © 2018 KLAS. Visit www.klasresearch.com for a complete view.)
Measurable Results With a Focus on Quality
We’re all about the numbers and are proud of our industry-leading statistics and positive customer feedback. We 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
“We have had an excellent relationship with Cumberland’s executives throughout the projects we have worked on. The executives are very accountable and communicative. They were always available during our engagements.”CIO, October 2018 (Selected commentary collected about Cumberland Partial IT Outsourcing October 2018 © 2018 KLAS. Visit www.klasresearch.com for a complete view.)
How Cumberland Stands Out From the Crowd
- Fast, Accurate, Efficient Ticket Resolution
- Flexible Support and Service Model
- Seamless Extension of Your Team
- U.S.-Based, Co-Located Support Center
- Value-Focused Pricing
- Results-Driven Approach
- Quality Assurance
Customer Feedback From Post-Call Surveys
“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!”
“Jolynn is always extremely knowledgeable and helpful! Thanks!”
“Thank you again for your help. This change is going to streamline our workflows – you’ve been a virtual part of our Continuous Improvement Huddle process!”