Clinical IT Service Desk: Your New Model for Strategic IT Operations?

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By CereCore Media Coverage | Sep 14, 2023

1 minute read CereCore News| IT Help Desk

Outsourcing in hospitals is nothing new. In fact, hospitals have long outsourced dietary, laundry and even clinical functions like lab and pharmacy. Of course, a hospital should be known for its patient care, not outsourced services. 

Is healthcare technology that different? 

What should your in-house IT team be known for — day-to-day operations or IT strategy and innovation? 

Chris Wickersham, senior director of customer support at CereCore, explains how healthcare organizations can achieve strategic objectives with an IT managed services provider (MSP). CereCore and Ardent Health Services have been partners since 2016 when Ardent was taking on an EHR transition. CereCore became an extension of their IT team by providing level 1, level 1.5 help desk and Epic MyChart support. 

CereCore applies a service desk approach known as “shift left” which enables level 1 agents to resolve more issues when given additional access and training, which frees up level 2 resources so they can focus on more difficult issues and true enhancements for the organization.  

The clinical IT service desk model also takes advantage of agents with healthcare operations experience and EHR specific expertise. Agents work at the top of their license to do more than resolve issues, but they help providers and clinicians with on-the-spot training and much more.  

Read the full article on Becker’s Hospital Review.

Related resource 

Watch this webinar for a more in-depth discussion on this topic: The Power of a Partnership Model for IT Operations, a Becker’s webinar presented by Joel St. Francis, vice president of client managed services, and Phil Sobol, vice president of business development. 

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