CernerSupport Services
Optimize your Cerner system with expert support.
Cerner environments run nonstop, so support has to stay steady. MediSure delivers cerner support services that help your teams keep clinical workflows stable, secure, and responsive. You get structured triage, clear ownership, and dependable coverage for day-to-day operations and urgent incidents.
Overview
MediSure Solution provides Cerner support services that keep Cerner workflows reliable across clinical and operational teams. We support stability, access, monitoring, change control, and clear escalation paths so issues don’t drag on. This approach supports consistent performance while keeping documentation and compliance expectations aligned.
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
Cerner EHR Support Coverage
Our Cerner EHR support services focus on what staff use every day, not just what shows up in a dashboard. We support clinical teams, operations teams, and IT teams with fixes that hold up under real usage.
User access and role-related issues
Performance slowdowns that affect charting and order workflows
Printing, device paths, and workstation dependencies
Downtime workflow support and recovery validation
Vendor coordination when platform-side issues appear
Multi-location consistency for configurations and support response
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
Trusted Performance Across Healthcare
We keep your systems steady across teams and locations, so care workflows stay on track when it matters most.
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
Interfaces and Data Flow Support
When interfaces break, teams feel it as missing results, delayed messages, or data that does not match expectations. Our Cerner IT support approach includes structured interface triage so the right owner gets the right evidence fast. This keeps troubleshooting focused and reduces repeat incidents.
Messages Fail or Queue Grows
Message Delivery
- Interface health
- Error patterns
- Routing configuration
Results Do Not Appear
Result Processing
- Mapping behavior
- Acknowledgements
- Timing validation
Data Mismatch Across Systems
Data Integrity
- Field mapping
- Source values
- Transform rules
Intermittent Drops
Connection Stability
- Network paths
- Firewall rules
- Service restarts
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.
Frequently Asked
Questions
Get answers to common questions about our 24/7 healthcare IT support services, staffing, processes, and service capabilities.
Yes. Cerner support is often tied to nonstop operations, so we align coverage to urgent needs through 24x7 managed IT services.
We use structured triage, clear ownership, and escalation rules. When you want stricter routing and accountability, ticket escalation services support that process.
Yes. Remote access problems often involve VPN policy, firewall rules, or routing paths. We align fixes with secure access expectations through services like network management.
Yes. These issues often involve device paths, permissions, and connectivity. We troubleshoot the dependency chain and confirm output works where staff actually use it.
We use documented change steps, validation checks, and post-change monitoring. If you want formal targets and reporting around service levels, SLA management supports that structure.
Yes. We keep ownership of coordination, track timelines, and document outcomes so tickets do not stall.
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