Reaching the decision to purchase a healthcare IT solution like Cardio Server is a big deal. We know it took extensive research, demonstrations, configuration reviews, and meetings with your team to get to this point. We may be biased, but we think you made an excellent decision!
Epiphany makes it a point to fully partner with you throughout the entire lifecycle of implementing your system and to ensure your continued success.
Implementations & Project Management
After we receive your purchase order, you’ll receive an email introducing you to your Epiphany project management team. This team consists of a Project Manager, an Implementation Specialist, and a Clinical Training Specialist.
First, your project team sets up an initial call where they review what’s been purchased, review what will take place over the next few weeks, and set up recurring weekly calls. Throughout this period, your team will be working with the implementations team, building and testing each modality/module you have purchased. We have an excellent project management tool that customers are given access to in order to track project progress including the list of tasks and assignees. Additionally, a testing plan is provided to assist customers in application validation and go-live readiness.
If there is a need for us to work with 3rd party device manufacturers, that isn’t a problem at all. We do it often! A typical new full system project takes a little over five months to complete. When we feel that the system is in place and ready for go-live, the customer locks in a date. If you want to implement modalities/modules in phases, we can accommodate that format as well.
Even when your Cardio Server go-live is flawless, your project manager will stay with you for at least two weeks. If any issue arises, we remain accountable and stay with you until you are satisfied with the system, no matter how long that takes.
When it comes to making sure your team is fully trained to successfully utilize Cardio Server, we have you covered. Your facility will be assigned an Epiphany Clinical Training Specialist. During the COVID-19 pandemic, all of our training is virtual. We have found that in many cases, physician training on the system can be accomplished in only thirty minutes.
Your training representative will set up zoom calls to train your user types (admin, tech, sign user, etc.) in groups. We provide additional training if needed, and we share an online learning center with how-to videos and tutorial content for easy review. Sometimes, we are asked to train a member of your facility to train the rest of the team; we do that too. We are flexible to accomodate what fits your needs and we tailor our training to your preferences.
After our Project Manager is certain that you are all set, they will introduce you to support. On our initial transition call, we talk about expectations, answer any questions you may have, and provide our support contact information. Jeff Drabek, Epiphany’s Support Manager, gives you his information as well for you to contact him personally at any time. He also verifies which tasks can be handled by the hospital’s internal IT department and which ones Epiphany support will handle.
We incorporate the best practice of assigning a Change Manager within your facility so that one person controls all changes. This control ensures that any support system configuration changes are communicated and approved by the customer, and assists some of our larger customers with their own internal change control compliance processes.
Anytime you need support, there are a couple of different ways to open support cases:
Call our support line at (844) 754-9038
An Epiphany representative will return your call within one hour between 8:00 am and 8:00 pm EST Monday through Friday, or within two hours after regular business hours, including weekends and holidays.
Enter a support request in our Support Community
(online support portal)
The Customer Support Community site will maintain your existing case interactions with Epiphany Support and offers you an intuitive user interface. You will also have access to see your account profile, support contract renewal dates, and notification alerts.
Epiphany strives to obtain feedback from our customers for ongoing improvements. We value all feedback that every customer provides as it helps improve our product and company. Advancements and added features to our product result from customer feedback, so you can make a difference. You will receive a survey link for each support case to complete. Each one is reviewed by our management team. It is our goal to provide the best solutions to challenges our customers face in managing diagnostic test data.
We have monthly feedback calls where all of the professional services (Project Management, Implementations, Training, and Support) members are invited to participate to review the support and post implementation surveys.
Jeff, Epiphany’s Support Manager, uses a metric for case scoring called the Net Promoter score derived from the surveys you fill out. We use them to help improve our product and processes. And we are happy to report that 91% of our customers were promoters for Q1 2021!
Product Enhancement Team
If you would like to add a hospital or clinic, modality, or module to your Cardio Server system, the product enhancement team is whom you’ll speak with. We want to make sure you make the most out of your system with modules like HL7 interfaces, modality worklists, orders, Messenger, Critical Statement Notifications, and other options. The product enhancement team will also keep you updated about new releases and what new features they come with, and they will be your go-to team for information regarding upgrades.
There is nothing Epiphany employees want more than to hear that our customers are happy and successful using our system. Many customers report that Cardio Server has transformed their workflow, so we certainly hope for the same outcome for you and your organization. We look forward to partnering with you to ensure your continued success.