Cerner Revenue Cycle Management, Report 1 of 4
Commitments Made Versus Commitments Kept

Cerner committed to listening to their customers and creating a road map outlining the steps they would take over the coming months and years to deliver a world-class RCM solution. In September, KLAS released a white paper summarizing the discussions and topics presented during the summit. Following the publication of the white paper, Cerner presented to their customers a road map outlining specific deliverables and timetables, and this road map was then reviewed with a select group of customers at CHC in October.

Prior to the summit, many Cerner RCM customers had expressed varying degrees of dissatisfaction with the solution and with Cerner’s development. To find out whether customers’ perceptions of Cerner and the RCM solution have changed, KLAS has reached out to the provider organizations and firms who attended the summit, as well as a handful of other advanced Cerner RCM customers, to gather feedback on the proposed changes and the future of Cerner’s RCM solution.

“Cerner listened well. The problem is how do you go from listening to comprehending and executing? When they articulate their plan to execute, or when we engage with them and have a conversation and they say this is what they are working on, their timeline is nowhere close to where it needs to be. In other words, they don’t act like they are behind. They act like they are talking about where they need to go as if it is some major, future development. . . I just don’t think that they put the sense of urgency and execution behind it that we [need].” —Cerner Client (Attended Summit)

“I think Cerner heard us, but I don’t know that their actions and urgency match the expectations. . . What struck me is what Jeff Hurst said. He said that we had given Cerner a lot to think about when they consider their strategic plan for the next 18–24 months.” —Cerner Client (Attended Summit)

“Cerner has probably listened fairly well to what we have said, and that has increased my confidence level. Cerner still needs to execute on what they have planned.” —Cerner Client (Attended Summit)

“The RCM track discussion at the Cerner Health Conference was encouraging. I did like some of the things that Cerner presented, and the people who spoke made me feel a little bit better. There are still a lot of fuzzy things that I can’t figure out, like when or how Cerner is going to do some things.” —Cerner Client (Attended Summit)