Clinical Systems

Off Hours Support Procedures

Support Guidelines

  • For issues with Centricity Business (IDX) email SOMCBhelp@rowan.edu and a service request will automatically be generated to the correct support group.

     

  • For issues with Centricity EMR email SOMEMRhelp@rowan.edu and a service request will automatically be generated to the correct support group.

  • For registration or questions for Clinical Applications Training, email SOMITTraining@rowan.edu and a service request will automatically be generated to the correct support group.

     

  • For issues for the End User Support (hardware, operating systems or printers) email SOMhelp@rowan.edu and a service request will automatically be generated for the correct support group.

     

  • **Any attachments on the emails will be included in the service request for analyst working on the issue.

     

  • If you do not have access to email, you can call 856-256-4400 during business hours (8:30AM-5PM) for assistance. At any time for emergencies affecting patient care, call this number and press option 9.

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  • Work Flow

End User

 
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Super User

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Supervisor

 
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Contact Support.

Access to email?

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Email: somcbhelp@rowan.edu for

Centricity Business and

somemrhelp@rowan.edu

for Centricity EMR

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No

 

An automated response will be sent to the requestor to provide the ticket number. The ticket is them emailed to the team member on call. During the support hours identified below, you should receive a call back within 15 minutes.

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Service Center
856-256-4400

Hours 8:30-5:00




      After the Service Desk support hours, an option will be given during the voice message for an Option 9 for Clinical Systems. During regular support hours, any issue can be logged but only issues that affect standard business operations will be addressed. All others will be addressed the next business day.
   

If it is a Critical Issues that effects direct patient care, then the option 9 may be used.

Support Hours:

 

Day of the Week Time Responsible Party Support Type
Mon – Thurs 8:30 am – 5 pm Service Center All Issues
Mon – Thurs 5 pm – 9 pm On-Call Phone/Person Issues that affect standard business operations
Mon – Thurs 9 pm – 8:30 am Lori Smith Critical Issues Only
Friday 8:30 am – 5 pm Service Desk All Issues
Friday 5 pm – 8:30 am Lori Smith Critical Issues Only
Saturday 8:30 am – 5 pm On-Call Phone/Person Issues that affect standard business operations
Saturday - Monday 5 pm – 8:30 am Lori Smith Critical Issues Only

 

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