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Super-Users to the Rescue

Manisha Jashbhai Patel, assistant professor of dermatology at the Johns Hopkins Outpatient Center.
Manisha Jashbhai Patel, assistant
professor of dermatology at the Johns
Hopkins Outpatient Center, is one of the
many employees at JHOC who are gearing
up for when more than 600 outpatient
settings convert to Epic on April 4.

Epic has gone live across hun­dreds of Johns Hopkins outpatient prac­tices! As a certified medical assistant in a primary care clinic, you’ve just begun to use the new electronic medical record system to document patients’ vital signs. Before an early morning appointment, though, you have difficulty logging in to the system.

Fear not. A super-user (in a distinc­tive red polo shirt) awaits your request for help. As more than 600 ambulatory care settings across Johns Hopkins Medicine convert to Epic this year, a battalion of Epic super-users is avail­able to answer questions about Epic, tackle problems and serve as a liaison between employees and project leaders. Nearly 300 super-users, for example, are providing JHCP practices with on-site and remote assistance as well as Epic-related updates and moral sup­port.

All super-users receive advanced training tailored to their primary role within a particular Epic workflow. Since many super-users are your col­leagues, they’re not hard to find. As an example, super-user and practice administrator Kanitha Gibson stands ready to assist co-workers in the JHCP primary care clinic at Sibley Memo­rial Hospital. Gibson’s role assures the quality of documentation required by federal “meaningful use” standards.

“If an end-user forgets the proper procedure for checking in a patient, important demographic information will be missing,” Gibson says. “With a super-user present, the end-user’s prob­lem will be corrected immediately.”

The super-user deployment is one part of an overall strategy for han­dling problems experienced by new Epic end-users throughout the Johns Hopkins Medicine rollout. If you are having difficulties logging in to the software system or entering informa­tion, contact your designated super-user first.

If the super-user isn’t available, you can call the Epic help desk at 410-614-EPIC (3742) at any time of day. You may also submit an electronic request within “Epic Hyperspace” by following either of these steps:

  1. Within Hyperspace, click the Epic button > Epic Help Desk.
  2. On your My Johns Hopkins desk­top page, go to MyApps and click the Epic Help Desk Button.

Both buttons will take you to a Web page where you can enter your ticket information.

Stephanie Shapiro