This podcast was originally published on Healthcare NOW Radio “The Tate Chronicles: Live at HIMSS25 with Chris Wickersham and Mike Gordon”
In this podcast, Chris Wickersham, Assistant Vice President Support Services, discusses the complexities involved in supporting EHR platforms. He highlights that 20% to 25% of incidents are centered around an organization’s EHR. Resolving issues quickly at the front end is crucial allowing the provider to focus on patient care, where time is often critical.
For support to be effective, customization and training is vital. At CereCore, we utilize an extensive training process that “...occurs for about 90 to 120 days before we even take that first call. And it starts with not just the people in the process, but the technology set up.” This allows us to fully understand the organization’s unique needs. Once that initial discovery is complete, “...then we start getting into the knowledge gathering as to how the EHR was built, customized, and configured. We're having several conversations with each level of the application, each area of the application,” explains Chris. Because each organization is unique, these intentional conversations allow us to show how we can best support and allow our team to then train on the specific needs.
When providers can focus on more high-level work with the help of a service desk partner, they are better equipped to achieve their goals. While we work on “high level project work, EHR optimization.” patient care is then the full focus of the provider. Chris emphasizes that for CereCore it is about “creating that strong partnership to deliver a strong end-to-end support model for the end users, which are the customers that are calling in.”
Stream the podcast episode for more insight into the importance of customization, training, data analysis, and efficient incident resolution to enhance the provider experience and improve patient care.
CereCore Media Coverage shares insights and expertise from its
CereCore Media Coverage shares insights and expertise from its leaders in technology, operations, data security, and clinical operations published in industry news outlets. Our perspective stems from deep roots in hospital operations and our knowledge comes firsthand as we have helped hundreds of hospitals transform healthcare through technology.
