Behavioral Health Buyer Persona

1. DEMOGRAPHICS
• 30-60
• Mostly female
TITLES
• Office Manager
• Practice Manager
Practice
Administrator
[Gatekeeper, Initiator,
Influencer]
1
2
Behavioral Health | User Personas
NextGen Healthcare Information Systems, LLC | 795 Horsham Road | Horsham, PA 19044 | nextgen.com
Copyright © 2016 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.
UP14-1-16
PRODUCT INTEREST
• EHR
• PM
• RCM
• NextPen®
Solutions
• EDI
• NextGen Care™
• HQM/Dashboard
• Mirth®
GOALS
• Easy implementation/minimal disruption
• Intuitive workflow
• Deep BH content
• Flexible reporting tools – able to be
changed on the fly
• Reasonable ROI (but not at the
expense of client care)
• Quality implementation with long-
term benefits
• Long-term partnership with vendor
• Vendor understands and respects BH
• Client (patient) outreach tools
• Scalability; ability to add new units or
programs (residential, detox)
• Preserve client confidentiality and
discretion (HIPAA)
• Responsible data exchange for a
holistic care record
• Easy template editing (DIY)
• DSM-5®
reporting/coding
• Correctional integration (some)
CONCERNS
• Cost
• Usability
• Trust in vendor
• Client (patient) confidentiality
• Holistic care record (physical behavioral)
• Reporting
• Support availability (don’t always have
big technology infrastructure)
• Able to provide all services using one
system (addiction, disorders, inpatient)
3

2. DEMOGRAPHICS
• 25 – 50
• Mostly male
TITLES
• IT - Internal
• IT Manager
• IT Director
• CIO
• Network Administrator
• Director of IT or IS 2
3
IT
[Influencer, Initiator]
1 PRODUCT INTEREST
• EHR
• NextPen®
Solutions
• Patient Portal
• Mirth®
• NextGen Care™
• Mobile
• Optical Management
GOALS
• Implementation impact
• Return on investment
• Minimize hardware costs
CONCERNS
• Uptime
• Data storage
• Maintenance
• Security
• HIPAA/PHI
• Upgrades vs. hot fixes vs. updates
• Compatibility (Able to use iPad)
• Scalability
• License roles
• Contract roles
• Support availability
• Adequate training and resources
Behavioral Health | User Personas
NextGen Healthcare Information Systems, LLC | 795 Horsham Road | Horsham, PA 19044 | nextgen.com
Copyright © 2016 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.
UP14-1-16

3. PRODUCT INTEREST
• Business Analytics/Intelligence Tools
(Financial, Clinical, Operational)
• EHR
• PM
• RCM
• NextPen®
Solutions
• Mirth®
• NextGen Care™
• Mobile
• HQM/Dashboard
GOALS
• Competitive pricing
• ROI
• Integration with Primary Care
• Availability of BH content to suit full
needs of practice
• Quality products and services
• Detailed, flexible reporting
• Single source for software and hardware
• Interoperability and ability to interface
preferred products
• Appropriate training and support
• Appropriate clinical workflow
• Configurable to meet specific
practice needs
• Detailed implementation with emphasis
on improving business outcomes and key
performance indicators
CONCERNS
• Cost
• Sustainability
• Reduction of overhead
• Dedication to BH
• Availability of support (resource poor orga-
nizations)
• Staff’s willingness to change systems/
workflows - rallying the troops
• Usability
• Meaningful Use (psychiatrists only)
• Uptime
• Medicare reimbursements
1
Behavioral Health | User Personas
C-Suite/
Administrator
[Decision Maker,
Buyer]
DEMOGRAPHICS
• 45 – 70
• Male or Female
TITLES
• CEO
• CIO
• COO
• CTO
• President
• Executive
Director
• CMO
• CFO
• CMIO
• CTO
32

4. NextGen Healthcare Information Systems, LLC | 795 Horsham Road | Horsham, PA 19044 | nextgen.com
Copyright © 2016 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.
UP14-1-16
QUESTIONS I’LL NEED
TO ANSWER
• What is the process to get changes made
to our EHR?
• How many BH clients do you have?
• How much will I need to configure my
system for each provider? Is it simple?
• How much are add-ons going to cost us?
• Will you stay ahead of my reporting
requirements so I do not need to do
them manually?
• Will my care record remain unified on a
single database?
• Are you going to sell the company and do
away with my product?
• What costs can we expect moving
forward?
• What tools do you offer to help me use my
data more effectively?
• What productivity tools can you offer
me to make my EHR more useful in the
BH setting?
• Why is your physician mobile application
web-based and not a native application?
• What does your software offer that will
help reduce administrative time?
· C-Suite/Administrator
4
Behavioral Health | User Personas