Utilizing Super Users

SUPER USER SELECTION PROCESS AND ROLE

Purpose of the Super Users: To provide a support system within the department and are ambassadors and project liaisons of the EHR. Super Users are queried during the build process to provide input on system build decisions. They also assist in validating the current state workflows as well as assist in validating the new electronic workflows. Super Users provide a first point of contact within the department to answer questions. They also are very vital in providing peer to peer support. Super Users will be asked to provide feedback from their department to the EHR Team, both positive and negative feedback.

Selection Criteria: Super Users should be technology-savvy and innovative clinical and non-clinical staff who are willing to help other learn the system. An innovative person would be defined as someone who has the ability to see how the technology can meet a business need or solve an unsolved problem. Super users can be identified by via simple conversation, such as asking how EHR can help solve a problem in their clinic. They should also have the ability to dedicate additional time for meetings and training sessions, yet not be in “lead” roles, where they already have a lot going on. It is also not a good idea to make a clinic manager a SU UNLESS they function within the EHR on a daily basis. Ultimately, great SUs are often those people who have extensive knowledge of the EHR and clinic specific workflows.

One way to begin the selection process would be to place sign up sheets in various areas throughout each clinic. This sheet should include a brief "job description" with the SU responsibilities and the required skill sets necessary to do the "job". Some important skills to look for are strong work ethic, intermediate computer knowledge, six months or more in their current position and/or 1 year with the organization and prior work with an EHR system.

Appointing and Evaluating Super users
Each clinic should select at least one clinical SU and one Physician Champion at a minimum. The total number of SU's per clinic will ultimately decide on the size of the clinic (e.g. number of providers per clinic). SU's should also be role specific. These roles can be broken down into two types: Clinical and non-clinical. The clinical SU's would typcially be responsible for assisting providers with EHR related problems, while the non-clinical SU's would be responsible for assisting front desk, HIM, billing and other non-clinical personnel with role specific EHR related issues.

SUs should be the first line of contact (in addition to the deployment team where applicable). This can be accomplished by making them a part of the deployment during key deployment timeframes (e.g. the first one to two weeks of each new deployment). Clinics need to be thoroughly educated about who their SUs are, what their responsibilities are and when to use the SU versus contacting the helpdesk (if applicable).

Manager’s Involvement
Managers are welcome to participate in any and all Super User training and meetings. This participation proves to be beneficial in keeping Managers informed about the project.

Potential Super User Meetings

I. Super User Kick Off

II. Involved with Testing

III. Specialty specific build decision meetings

IV. Weekly Calls (30 min) – Beginning One Week Pre-Go Live

V. Additional Training specific to Phase being rolled out

VI. Assist with Mock Training

VII. Quarterly Super User Training Sessions to train on more advanced features as well as share “tips and tricks” of the system

SU Responsibilities

• Unlocking Notes
• Checking the Print Queue (Queue Admin)
• Resubmitting Print and Fax Jobs
• Auditing Notes (where applicable)
• Correcting Notes (e.g. moving to visit encounter when started on the wrong encounter type and invalidating notes)
• Assisting with Personal Task Views (if these are used)

 Sample SU Timeline: 
    Week 1 - Initial skills assessment
    Week 2 - SU selection
    Week 3 and 4 - System training and practice sessions
    Week 5 - Post Training Assessment (SU certification) and shadow an analyst for a day

Potential SU Issues

Issue: SUs knowledge of software and current training practices
Resolution: All potential SUs should have a basic windows assessment and skills review. A train the trainer approach can also be taken where EHR Trainers can train the SUs and then the SUs can train the end users as a second line of action. All SUs can also be trained on the entire EHR system PRIOR to training other end users. This training should NOT be limited to just their role, but all roles. This in turn will provide the SUs with the "big" picture with as it relates to EHR and its functionality. Case studies may also be helpful during these training sessions. These sessions can be combined with SUs across the org to minimize the number of sessions. Post training, SUs should be given a written and oral assessment as well as be provided with quick reference guides where applicable.

“EACH OF US CAN MAKE A DIFFERENCE. TOGETHER WE MAKE CHANGE”. -Barbara Mikulski