When it comes to launching and maintaining a new technology in a health enterprise, getting it right the first time is so important. That’s why the MH-CURE® platform includes dedicated service from our experts. The Mobile Heartbeat services and support team will be with you every step of the way, from initial project scoping through launch and continued updates, to ensure you’re seeing real results from the platform.
Our solutions engineers are technology and implementation experts. Each of our customer partners has at least one dedicated solutions engineer, who, alongside your senior project manager, is involved from the technical design stage of your system all the way through install and every upgrade.
“As a solutions engineer, I get to help customers easily implement and integrate MH-CURE into their unique environment. The collaborative work we do with our customers has a tangible impact and it’s always rewarding to see the positive impact on the end users.”
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Project managers at Mobile Heartbeat serve as your point-person every step of the way. From pre-implementation consulting through install and every upgrade, your dedicated project manager serves as your single point of contact with accountability for success. Senior project managers are paired with dedicated solutions engineers to work together, detailing and executing defined project goals, scope and timelines.
“I am the main point of contact for our customers during project planning and execution. Not only do I manage implementation, I also train users and admins on-site for troubleshooting. Our customers know they can come to me with any and all questions, concerns and requests.”
Because MH-CURE is so customizable, every platform update comes with clear and thorough documentation about what was updated and a checklist on how to implement the update, tailored to your specific organization. Our documentation team uses source control paired with an iterative method to constantly improve the upgrade process and make it smoother for customers.
“Using our cutting-edge tools and single-sourcing methods, I create the upgrade checklists that are customized specifically for each customer’s environment to ensure a successful upgrade. We are also improving our content and delivery options that provide more value to the customer, such as changelogs with testing instructions for their QA department.”
The Mobile Heartbeat support team offers 24/7 assistance with a toll-free hotline number and an online ticketing system to document everything that gets reported, with a one-hour rapid response time for critical issues. An automated monitoring tool detects potential problems to allow our support engineers to anticipate and solve problems before they arise.
“As an operations engineer, I have the opportunity to work closely with each of our customers to troubleshoot issues related to MH-CURE, brainstorm solutions to unique workflows, and share recommendations on ways to utilize the application to the best of its ability. It’s immensely rewarding to not only fix problems, but also improve the performance of a product that impacts thousands of providers and millions of patients.”