Clinical IT service desk: A strategy for operational efficiency and clinician satisfaction

Wednesday, May 8th, 2024 | 12:00 PM - 1:00 PM CT

Healthcare IT service desks play a pivotal role in experience, satisfaction and operational efficiency. Every minute matters when IT issues arise — for providers delivering patient care and patients who expect frustration-free technology interactions. As health systems' cost constraints demand greater operational efficiency, IT support issues highlight areas of opportunity.

In this live session, you'll learn how strategic IT support and partnership can generate greater capacity for technology innovation at health systems. The discussion will highlight case studies from five hospitals and affiliated clinics with Epic EHRs and how specialized IT services and support reduced teams' workloads by 35% and resolved physician calls three times faster. 

Learning points:
  • How a highly efficient help desk improves satisfaction and contains cost
  • The pros and cons of implementing a clinical IT service desk compared to more traditional approaches to IT support
  • How to develop the talent pipeline and scale the core competencies needed for a successful support model


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Chris Wickersham

Sr. Director, Customer Support Services, CereCore

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Cassandra Momon

Director, Epic Services, CereCore