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Cerner Revenue Cycle Management, Report 1 of 4

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

Authored by: Boyd Stewart & Alex McIntosh December 13, 2018 | Read Time: 3  minutes

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In August 2018, 37 representatives from 17 current Cerner RCM clients and 24 representatives from 12 third-party consulting firms gathered in Salt Lake City with Cerner executives to participate in a transparent summit around revenue cycle success. The purpose of this summit was best described by Bert Zimmerli, CFO of host organization Intermountain Healthcare, in his invitation to peers to participate: “To work together to help accelerate client success and satisfaction with Cerner’s revenue cycle management solutions” and to work with Cerner “to formulate a plan worthy of our confidence.” 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.

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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 committed to


how close is cerner to delivering
how confident are you that cerner will deliver

“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)

how did cerners response planned solutions impact your confidence
how well does cerner understand what it takes

“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)



how well did cerner listen
what impact did discussions have on your outlook
how well did cerner listen at chc

“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)


how has your perspective changed since summit

“Cerner’s response to the white paper made my confidence in them go down a lot. It felt like Cerner was giving us the same lip service that they have always given us. I wasn’t comfortable with Cerner’s timelines. Some of their responses to the white paper seemed to suggest that they are already working on things, but we don’t know when anything is going to be done. I am pretty disappointed with how Cerner has been engaging us and with what they are trying to do with their RCM solution. Cerner doesn’t have any clear leaders for RCM.” —Cerner Client (Attended Summit)

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This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2021 KLAS Research, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.