Three Truths I’ve Learned About EHR Onboarding
I’m nine months into leading Customer Experience at Medicat, and in that time, I’ve developed a much clearer picture of how we actually show up for our clients, not in theory, but in the day-to-day.
What’s struck me most is how much intention goes into our partnerships. I see teams wrestling with tough technical problems, advocating for customers, and doing the unglamorous work required to help our customers succeed.
As we continue welcoming new clients and upgrading long-standing customers to our new web-based platform, MedicatOne, our onboarding specialists have been nothing short of remarkable. Their work has also prompted me to reflect on what effective onboarding really means.
Which is incredibly important for us to understand at Medicat, because expert onboarding isn’t just helpful, it’s foundational. It’s the single area that most directly determines whether a customer is set up for long-term success or left struggling to catch up.
Truth #1: Onboarding Is a Project—So We Treat It Like One
At Medicat, onboarding is not an abstract process or a loosely defined orientation. It’s a project, with milestones, dependencies, timelines, and ownership. That’s why we rely on dedicated project management tools to guide every implementation.
From configuring back-end settings, to running essential scripts, to leading tailored training sessions, each step is intentionally sequenced. When tasks connect smoothly, the customer sees a better outcome (and our internal teams work more efficiently and confidently).
This structure also gives our new team members a clear roadmap. Instead of relying on institutional memory or scattered notes, they can ramp up quickly and deliver value early on in their tenure. In other words, a well-designed onboarding process doesn’t just serve clients, it strengthens Medicat’s employee experience and impact.
Truth #2: Great Onboarding Is Consultative, Not Transactional
One of the biggest misconceptions about onboarding is that it’s simply about turning features on and training users. In reality, onboarding is a consultative partnership.
Our onboarding specialists have worked with hundreds of clients, which gives them a unique vantage point: they’ve seen what works, what doesn’t, and what typically indicates that a workflow could be more efficient.
When something sounds more complex than it needs to be, our onboarding specialists don’t just complete the task. They pause and ask thoughtful questions like:
“Tell me more about that workflow.”
That simple invite often uncovers opportunities for streamlining processes, improving efficiency, or rethinking an approach altogether. Onboarding becomes a chance not just to adopt new software, but to modernize and optimize how the organization functions.
Truth #3: Onboarding Is Messy (And That’s Okay!)
Here’s something I’ve asked our onboarding specialists to tell clients up front: onboarding is messy.
There will be surprises, challenges, and moments when we all must pivot. By being transparent from the beginning, we build trust instead of tension. Our clients are more likely to lean in, collaborate, and problem-solve with us because they see us as the trusted advisors we strive to be, not just software providers.
Every onboarding teaches us something. Every implementation makes us better. And we bring those insights back to the team, sharing lessons learned regularly so we can continuously raise the bar.
Looking Ahead
At Medicat, “Enable Success” and “Empower Customers” aren’t just values, they guide the way we show up for our clients and for each other, shaping every innovation, every conversation, and every improvement we make. I feel more excited than ever for what’s ahead as I approach my one-year anniversary at Medicat.
