Why Culture is the Missing Link in Scalable, Clinician-Centered IT Support

AI and automation may be reshaping healthcare IT, but no tool alone can deliver the consistent, high-quality support clinicians and staff need. A truly high-performing service desk requires more than efficiency—it needs a culture built on empathy, accountability, and continuous improvement.

In this webinar, hear how CereCore developed a scalable, resilient support model by investing in its people, not just its platforms. From launching a Clinical Service Desk and Identity Access team to achieving retention rates twice the industry average, CereCore’s journey illustrates how cultural foundations can power operational growth, improve staff and provider satisfaction, and deliver measurable outcomes that matter.

Whether your service desk is in-house or outsourced, you’ll walk away with actionable insights on how to align support services with broader organizational goals—while enhancing responsiveness, collaboration, and overall performance.

Key Learning Points:

• Defining Who You Are: Clarify your service desk’s identity and values to align team behavior and expectations.
• Knowing and Growing Your Team: Build a culture of development that attracts, retains, and empowers top talent.
• Operational Excellence: See how culture can align with measurable improvements in service quality and efficiency.
• Real-World Impact: Learn how CereCore’s partnership approach is core to our culture of delivering tangible results for our healthcare clients.

Presented By:

• Adam Hall, Director of Service Desk Operations, CereCore 
• Chris Wickersham, Assistant Vice President of Support Services, CereCore