Host Beth Friedman, Senior Partner at FINN Partners caught up with Chris Wickersham, Assistant VP of Support Services at CereCore to explore how IT service desks can truly align with what clinicians’ needs. Chris dives into how his team reimagines service desk operations to elevate the EHR experience and enhance satisfaction across the board—from physicians and nurses to front office staff. See how modern support strategies are setting new standards in healthcare IT with clinical requirements in mind.
Listen to the Conversation
Takeaways
- Clinical service desks have evolved from traditional IT support to specialized teams with deep clinical expertise, improving the clinician experience with EHR systems.
- The shift to clinical service desks ensures support staff understand the complexities of clinical workflows, enhancing efficiency and boosting satisfaction among healthcare providers.
- As EHR systems expand to include operational areas like environmental services and front office staff, clinical service desks provide tailored support to these less commonly considered users.
- Managing and training a diverse support team ensures high-quality service across multiple EHR platforms, including Epic, Cerner, and Meditech.
- Leveraging service desk analytics can lead to continuous improvements in the clinician experience and overall hospital operations.
About the Show
FINN Voices
Amplifying the power of health innovation to improve people’s lives.
FINN Voices amplifies the power of health innovation and information technology. Hosted by health experts from FINN Partners, each episode offers a peek behind the curtain of innovation with healthcare’s leading changemakers. We talk about their ideas and challenges along the way; continually shaping critical conversations and introducing the new health technologies that lie ahead.
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