Super User Program
An Epic Super User is a person who provides support for end-users in their department before, during, and after go-live.
Note: This program is NOT for Providers.
A Super User works with department leaders, IT, training, and optimization teams to:
- Provide support to end users in their daily workflows
- Test Epic applications and help with workflow adoption
- Increase communication between end users and project leaders
- Educate staff about upgrades
- Guide staff in making the EMR a routine part of their day
What is a Super User?
Team Members who are respected among their peer groups who can:
- Assist in end-user adoption efforts pre-live
- Be more efficient in the system
- Support peers during training
- Be the “Go-To” resource in their department
- Provide dedicated support at go-live
- Listen
- Escalate known issues
- Report Optimization Requests / Opportunities
- Serve as ONGOING go-to person for system questions
- Serve as an ONGOING liaison between their department and the Epic team
Time Commitment
| Responsibility | Duration |
|---|
| Super User Sessions/kickoff meetings and huddles | Approximately 4- 6 hours |
| Application Training | Approximately 16 hours- depending on role |
| Assist with End-User Training | At least 2 full classes; approximately 16 hours |
| Usability Testing, Refreshers | Approximately 8 hours |
| Go-Live Support | 40 hours for the first two weeks and 20 hours for weeks three and four |
| Post-Go-Live Support | Approximately 2 per week – This will be for some of the SU’s as needed for huddles/communication |
Super Users (Internal)
- Provide support at go-live
- Support their peers during training (practice on Epic playground)
- Serve as an ONGOING go-to person for system questions
- Serve as an ONGOING liaison between their department and the Epic team
- Leads, reinforces, and validates standard workflows and best practices
At The Elbow (External)
- Provides support at go-live
- Help with new workflow anxiety
- Know the Epic System & assist with system questions
- Reduce some backfilling of staff during go-live
- Valuable resource during go-live but does not have long-term benefits
- Not appropriate for: complex workflow -External ATE do not know the RWJBH operational workflow
