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Clinical and IT Support from Experienced People

Our Level 1 Help Desk and Level 2 Applications support team is comprised of experts with operator experience across multiple disciplines that can provide support for an ever-growing list of applications. We go beyond the major EHR vendors such as McKesson, MEDITECH, SIEMENS, EPIC, Allscripts and NextGen and work diligently to identify the best approach to finding a solution. We offer support for both transition periods as well as complete outsourced solutions that exceed industry standards in customer care. Because we want to provide the most cost-effective solution, our support can be used as a shared or dedicated service depending on project needs.

Our team has years of operator experience with clinical backgrounds from hospitals all across the country. We’ve been in your shoes and can navigate the daily challenges you encounter with ease and expertise. We work with you and on your behalf 24x7x365 to resolve issues without disrupting your staff and providing them the freedom to focus on critical projects and deliver better patient care.

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Level 1 Help Desk

Level 1 Help Desk

First Call Triage and Resolution

With call volumes and costs on the rise, your in-house staff may be struggling to provide quick answers, keep hold times and abandonment rates low and deliver first call resolutions with reliable information. Our outsourced support model can alleviate some of these challenges. Because we resolve most issues on the first call, the cost per call is lower and your resources can be allocated to priority projects.

You can benefit from a team of professionals that will deliver the customer service levels your end-users deserve while reducing your operating expenses. Through our system, we can track the volume of calls and incident resolutions and deliver reports that measure our performance and quality of service. We manage your local help desk with integrity and place importance on delivering timely solutions with quality customer care. We value your organizations reputation and gladly take on the responsibility of representing you with excellent service. Here’s what you can expect from our team:

  • Leverages ITIL (Information Technology Infrastructure Library)
  • Broad Basic Knowledge Set
  • Initial Point of Contact
  • Captures Incident Detail
  • Basic Network and Desktop Troubleshooting
  • Assistance with Desktop Applications
  • Password resets
  • Escalate and Coordinate with Local IT Staff
  • 100% U.S. Based
  • Bilingual

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