One essential role in the success of an Epic implementation is that of Super User. These aren’t just people who are deemed to be very good (or super) users. They are in fact the go-to resource for other end-users who are learning new skills and implementing them during a time of transition, while remaining focused on providing the best in patient care.
The basic responsibility of a Super User is to provide support for end users in his or her department before, during, and after go-live to ensure a successful implementation. A Super User works with department leaders and IT, training, the office of health informatics, and optimization teams to serve as a classroom resource during end user training, provide dedicated support at go-live, and communicate with the Super User Coordinator and Epic project team.
The ideal Super User possesses strong interpersonal skills such as communication and listening, as well as outstanding technical skills such as a strong understanding of department workflows and a willingness to learn and remain competent in Epic skills. Once someone has been identified as possessing all of these qualities and decide to become a Super User, they receive specific training to prepare them, and also participate in an Art of the Super User session before go-live to ensure readiness.
During a go-live, Super Users provide at-the-elbow go-live support for all users within their department. They mentor the staff in their assigned support areas in using applications while prioritizing patient care and safety at all times. The Super User role doesn’t just begin when we turn on Epic, nor end 30 days post go-live. Prior to go-live, Super Users serve as a classroom resource during end-user training and speak to department workflows and process. After go-live, they support their peers in using Epic as a tool to help them do their jobs, work with the Epic training team to help deliver or reinforce refresher training and distribute information on changes or enhancements to workflows, and serve as a resource to new hires in their department following their formal Epic training.
During the first few weeks following a go-live, Super Users dedicate 100 percent of their work time to assisting others with Epic. As time goes on, they will transition to split their time between Super User duties and their typical duties. At the time that they resume their regular work schedule, they will still serve as a source of expertise to others in regard to documentation within Epic.
“We are fortunate to have staff that volunteered to be Super Users as they will be the backbone for the rest of our end-users,” said Irin Blanco, Super User Coordinator for Laguna Honda. “They will strive to provide the support needed during training, cutover, and go-live and beyond.”