Customer Spotlight

Thomas Health Outsources Level 1 Help Desk Support to CereCore

We are pleased to announce Thomas Health in Charleston, WV has contracted CereCore to handle their Level 1 IT Service Desk. Beginning in September 2019, CereCore will provide Level 1 support to over 2,000 end users for an estimated 2,400 incidents a month.

Over the last two years, CereCore established a foundation of trust with Thomas Health as their selected partner for a MEDITECH 6.15 large-scale implementation, Application Managed Services, Hosting, and Level 2 help desk services. This paved the way for us to recommend a shared-service support model to complement their strategic goals as an organization.

“We are excited to continue to strengthen our partnership with CereCore by transitioning our Level 1 support to their team. We are confident in their ability to deliver a level of service to our employees that will allow us to focus on what we do best – care for our patients,” said Jeremy Taylor, IT Director of Thomas Health.

With these additional services, CereCore is able to meet their budget needs, exceed their desired metrics for resolution rates, eliminate the headache of employee turnover, and ultimately drive higher physician and staff satisfaction. To read more about our work with Thomas Health, download the case study here.


About Thomas Health

Thomas Health formed in 2007 forging a partnership based on the strength of two established hospitals—Thomas Memorial and Saint Francis. Bringing the two hospitals under the umbrella of Thomas Health, allows them to bring innovative and cost-effective health care to the Kanawha Valley. With combined years of service, Thomas Health brings nearly 170 years of service to our region. Thomas Health is a 403-bed hospital system with nearly 2000 employees and an estimated 450 physicians, making it the 10th largest private employer in the West Virginia.

The main focus, within Thomas Health, is to maintain the highest standard of service, while continuing the missions of both hospitals of being the first choice for those in need of healthcare. The partnership between Thomas Memorial Hospital and Saint Francis Hospital means providing advanced technology to a larger community, with access to the highest quality of physicians, nurses and support staff. To read more, visit their website at

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Learn more about the value of outsourcing support by downloading the case study.

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