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.

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. 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. “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. 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. 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. 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. “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. 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. 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. 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. “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. “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. 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. “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. 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. 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.