The Epic Super User Program
Creating on-the-ground support at Mount Sinai South Nassau
Program Goals:
• Minimize downtime and disruptions during go-live.
• Increase user proficiency and adoption of Epic.
• Provide timely and effective at-the-elbow support.
• Facilitate efficient issue resolution and escalation.
• Improve overall user satisfaction with Epic.
Super User Goals:
• Serve as go-to resources during and after go-live
• Provide peer-to-peer support.
• Assist in troubleshooting and escalation.
• Participate in pre-go live training and engagement activities.
• Support in limited post-go-live activities as needed.
Super User Onboarding
Building a Team of Experts
Attend Super User Kick Off and Go Live Readiness Meetings
Watch Intro to Being a Super User and Art of Being a Super User e-learnings in PEAK
Download and read Epic tip sheets for their Training Role off the DTP Intranet Site
Super Users are required to complete a core Epic Super User Onboarding Program. Completing the core program will ensure understanding of the importance of their role and begins to build their expertise with Epic.
Use tip sheets to log into the EPIC playground and practice workflows
Complete corresponding training modules for their job role located in PEAK
Complete refresher training a week before Go Live to review critical workflows
Additional requirements may be included depending on the type of Super User.
Program Components
Our Keys to Success
These are the foundational elements that for the program to function effectively and prevent major issues during and after go
Defined Selection Criteria and Process
Comprehensive, Role-Specific Training
Defined Roles and Responsibilities
Established Communication Channels
Defined Go-Live
Support Plan
Feedback
Mechanism
Leadership and Manager
Accountability
Program Components
Super Users Keys to Success
These are the resources to function effectively perform their roles.
Comprehensive
Epic Training Materials
Epic Playground Access
Quick Reference Guide Clear Escalation Procedures for Go-Live Communication Channels
Go-Live Feedback Collection Tools and Protocol
3 Types of Super Users for MSSN
A. Provider Super Users
(MDs, PAs, NPs, Midwives)
• Clinical team members (NPs, PAs, House Staff) who have already gone live with Epic.
B. Nurse Super Users
• Assigned by Nursing Leadership.
C. Other Roles Super Users
• Assigned by Operational leadership.
• Includes Front Desk, HIM, Case Management, EVS, Physician Billers, and other key roles.
Super User Support Phases
Before (June – October) After (December) During (November)
Super User Support Phase: Before Go Live
Before (June
– October)
Onboard
Train Practice Advocate
After (December) During (November)
Super User Expectations:
ü Complete required Super User Training in PEAK.
ü Practice workflows in the Epic Playground (30 min per hour of training).
ü Assist in reinforcing training within departments—act as a knowledge resource.
ü Generate enthusiasm as an Epic advocate— encourage staff to prepare for go live and complete training.
ü Attend Go-Live Readiness Meetings to stay informed of key updates and become “super”.
ü Engage with leadership to ensure protected time and shift coverage is secured.
Leadership Expectations:
ü Assign Super Users and ensure protected time for training.
ü Reinforce the importance of participation in all readiness activities.
ü Ensure adequate coverage so Super Users can focus on learning Epic.
ü Encourage a culture of peer-to-peer support before go-live.
Practice, Practice, Practice
Playground practice is critical to the success of a Go-Live
• We strongly recommend all End Users practice in the playground after training up until go live
• The recommended time to practice is ½ hour for every hour of training
• Example:
IP Registration Training = 8 hours
Playground Practice = 4 hours
• Super Users are strongly encouraged to take an earlier training session for their role so they may have more time to practice
Super User Support Phase: During Go Live
During (November)
After (December)
Lead Support
Troubleshoot
Super User Expectations:
ü Lead and validate workflow best practices in real-time.
ü Provide on-the-ground support for End Users in assigned departments.
ü Escalate issues to the Epic Command Center for resolution.
ü Prioritize patient safety and revenue cycle integrity—flag concerns immediately.
ü Mentor and support staff as they adjust to Epic.
ü Communicate updates and issue resolutions to department teams.
Leadership Expectations:
ü Ensure Super Users are fully dedicated to support—no competing responsibilities.
ü Encourage collaboration between Super Users, operational leaders, and IT teams.
ü Monitor department readiness and proactively address barriers to successful adoption.
ü Support timely escalations to DTP/PMO leadership and the Command Center.
Super User Support Phase: After Go Live
After (December)
Super User Expectations:
Sustain
Reinforce Provide Feedback Celebrate
ü Support End Users in adjusting to system updates and workflow changes.
ü Attend additional Epic training sessions as needed.
ü Provide structured feedback on End User Epic knowledge and skills.
ü Assist in preparing departmental staff for future Epic optimizations and upgrades.
ü Encourage long-term adoption by reinforcing best practices.
Leadership Expectations:
ü Continue reinforcing the importance of Super User engagement post-go-live.
ü Collect and act on Super User feedback to refine training and workflows.
ü Ensure staff has ongoing access to Epic learning resources.
ü Support long-term stabilization efforts and future upgrades.
ü Celebrate and recognize Super Users
Nursing and Allied Health Super Users
Program Roadmap | Epic Go Live November 2025
MSSN Critical Leadership Ask
1. Protected Time for Super Users: Ensuring they can fully participate.
2. Shift Coverage: Managers must plan for adequate coverage.
3. Accountability: Leadership and managers must drive participation and engagement.
Senior Leadership Responsibilities:
• Review Super Users nominations and communicate program importance.
• Ensure protected time for training and support.
• Provide high visibility and encouragement.
• Approve a recognition/celebration event
Manager/Supervisor Responsibilities:
• Nominate Super Users
• Ensure Super Users have adequate coverage during shifts.
• Reinforce the importance of engagement in training.
• Support attendance or coverage for meetings
• Peer recognition