CernerSupport Services
Optimize your Cerner system with expert support.
Our Cerner support ensures smooth workflows, minimal downtime, and seamless integration for your healthcare IT needs
Operational Support for Cerner Environments
Medisure provides comprehensive operational support for Cerner environments, focusing on critical workflows including orders, documentation, results routing, scheduling, and revenue touchpoints. Our approach emphasizes uptime, rapid incident response, and clean interoperability using open-source monitoring and logging tools. We align service level agreements to clinical impact, ensuring that patient care workflows remain stable and reliable while maintaining full Supporting HIPAA Compliance and audit readiness.
What We Support
Comprehensive support across all critical Cerner components and workflows
Clinical Workflows
Charting, orders & results, documentation, messaging
- Order entry and routing optimization
- Clinical documentation templates
- Results delivery and acknowledgment
- Provider-to-provider messaging
Ancillary Systems
Lab/radiology device feeds, ADT, charge capture touchpoints
- Laboratory information system interfaces
- Radiology PACS integration
- Admission/discharge/transfer workflows
- Revenue cycle touchpoint monitoring
Access & Identity
SSO/IdP alignment, AD policies (through open agents/logs)
- Single sign-on configuration
- Identity provider integration
- Active Directory policy management
- Access control and audit logging
Environment Health
App/DB endpoints, interface engines, queues
- Application server monitoring
- Database performance optimization
- Interface engine health checks
- Message queue management
Interoperability
HL7 v2, FHIR, flat-file/API exchanges (where available)
- HL7 v2 message processing
- FHIR endpoint management
- API integration support
- Data exchange validation
Our Services
Comprehensive Cerner support using open-source tools and standard methodologies
Application Support (L1–L3)
- Triage user issues and incident response
- Template and knowledge management updates
- Post-mortem analysis and documentation
- Trend analysis and proactive monitoring
Interface Care & Interop
- HL7 v2 messaging maps and validation
- FHIR endpoints where available
- Message validation and replay policies
- Interface engine optimization
Release & Change Assistance
- Non-production validation testing
- Cutover plans and execution support
- Backout steps and rollback procedures
- Change calendar coordination
Data Quality & Reconciliation
- Field mapping checks and validation
- Code set alignment for orders and results
- Error queue monitoring and resolution
- Data integrity verification
Observability & Evidence
- Metrics collection with Prometheus
- Dashboard visualization with Grafana
- Log aggregation using Loki/OpenSearch
- SIEM/EDR monitoring with Wazuh
Open-Source Tooling
We use proven open-source tools that require no vendor certifications or special clearances
SLA Snapshot
Response times and resolution targets aligned to clinical impact
| Priority | Example | MTTA | MTTR | Updates | Evidence |
|---|---|---|---|---|---|
P1 P1 | Orders not posting | ≤15m | ≤60m | 15–30m | Grafana/Loki + Ticket |
P2 P2 | Intermittent results | ≤30m | ≤4h | 30–60m | Dashboards + Ticket |
P3 P3 | Single user/template | ≤4h | ≤1–2d | Daily | Ticket |
P4 P4 | Request/housekeeping | ≤1d | ≤3–5d | As needed | Ticket |
SLA Definitions
Monitoring Matrix
Comprehensive monitoring across all Cerner system components using open-source tools
Interfaces (HL7 v2)
| Metric | Threshold | Monitoring Tool |
|---|---|---|
| ACK/NAK rates | >95% ACK rate | Prometheus + Grafana |
| Queue depth | <100 messages | Custom exporter |
| Retry counts | <3 retries/message | Log aggregation |
| Message age | <5 minutes | Timestamp analysis |
Open-Source Monitoring Stack
Runbook Library
Standardized procedures for common Cerner issues with step-by-step resolution guidance
Order Feed Backlog (P1)
P1Critical procedure for resolving order processing delays
Result Routing Delay (P2)
P2Procedure for addressing delayed lab/radiology results
Auth/SSO Issues (P1)
P1Critical authentication and single sign-on troubleshooting
Template Fix (P3/P4)
P3Standard procedure for Cerner template updates
Runbook Management
All runbooks are maintained in version control with regular updates based on incident learnings and system changes
Change Management
Structured approach to Cerner system changes with clinical freeze windows and validation procedures
Standard
Pre-approved, low-risk changes with documented procedures
Examples:
- Template updates
- User account changes
- Routine maintenance
Normal
Planned changes requiring CAB review and approval
Examples:
- Interface modifications
- System updates
- Configuration changes
Emergency
Urgent changes to restore service or address security issues
Examples:
- Security patches
- Service restoration
- Critical fixes
Change Process Flow
Planning
Change request submission with impact assessment
Approval
CAB review and authorization based on change type
Testing
Pre-production validation and backout plan verification
Implementation
Scheduled deployment with monitoring and validation
Review
Post-implementation review within 48 hours
Clinical Freeze Windows
Changes are restricted during critical clinical periods to ensure patient care continuity
Reporting & Improvement
Comprehensive reporting framework with continuous improvement focus for Cerner environments
Operations Snapshot
- Incidents by severity and root cause
- Queue performance and backlogs
- Top recurring issues and trends
- SLA performance metrics
Executive Summary
- SLA attainment and trend analysis
- CAPA (Corrective Action) burndown
- System reliability improvements
- Strategic roadmap updates
Executive Dashboard
- Current system availability status
- Active P1/P2 incidents
- MTTR performance indicators
- At-risk service alerts
Key Performance Indicators
Availability
Performance
Quality
Continuous Improvement Process
Regular analysis of trends and patterns drives proactive improvements to Cerner system reliability
Security & Compliance
Comprehensive security measures and compliance frameworks protecting Cerner environments and patient data
HIPAA-Aware Logging
Automated redaction of PHI/PII in logs and monitoring data
- Real-time PHI detection and masking
- Audit trail preservation without sensitive data
- Configurable redaction policies
- Compliance validation reporting
Encryption Standards
End-to-end encryption for data in transit and at rest
- TLS 1.3 for all network communications
- AES-256 encryption for stored data
- Key rotation and management
- Certificate lifecycle management
Access Controls
Role-based access with multi-factor authentication
- RBAC with principle of least privilege
- Multi-factor authentication required
- Regular access reviews and audits
- Session management and timeout controls
Evidence Retention
Long-term storage of compliance and audit evidence
- Minimum 12-month retention policy
- Immutable audit logs
- Searchable evidence repository
- Automated compliance reporting
24/7 Security Monitoring
Continuous monitoring and threat detection using open-source SIEM and security tools
Data Protection & Privacy
All patient health information (PHI) and personally identifiable information (PII) is automatically detected and redacted from logs, monitoring data, and support communications. Our systems maintain full audit trails while ensuring compliance with HIPAA privacy requirements and state data protection laws.
Ready to Get Started?
Contact our team to learn how our Cerner Support Services can support your needs and improve your efficiency.
Call us now: +1 (951) 622-8126