Summary
This case study outlines the collaboration between Ardent Health Services and CereCore for managing their Level 1 Help Desk. Ardent Health Services, which operates over 30 hospitals and employs more than 25,000 staff, transitioned from McKesson to Epic in 2016 and required external support to maintain service desk operations. The partnership with CereCore allowed Ardent to scale its support capabilities, particularly during periods of growth and system transitions. The study details how CereCore provided essential support, including managing call volumes and improving response times. It emphasizes the importance of flexibility in service delivery, particularly during significant events such as EMR activations. The case study also highlights the role of open communication between Ardent and CereCore in driving continuous improvement in service desk operations, with metrics being shared to enhance performance and customer satisfaction. Overall, the partnership has led to increased efficiency and satisfaction among both physicians and patients.
