The Role of Onboarding in EHR Success

Transitioning to an electronic health records (EHR) system can be daunting for any college health center, especially when faced with staffing changes or time constraints. However, Emory & Henry University’s process was made smoother thanks to Medicat’s robust onboarding support and personalized guidance.

In this blog, you’ll learn how Medicat’s onboarding support empowered Emory & Henry University to overcome challenges and achieve a seamless EHR transition.

The Challenge of Transitioning

Emory & Henry College began their journey to adopt an EHR system to modernize their health center operations, shifting away from paper processes. However, the transition wasn’t without its hurdles.

The college experienced a change in leadership during the EHR transition, as their initial director, who had been instrumental in planning and implementing the system, moved on to a new role. This shift brought in a new director who had to quickly adapt to the learning curve while managing a small team.

Personalized Onboarding Made the Difference

The Medicat onboarding team provided invaluable support, ensuring the new director felt equipped to take on the challenge. “The onboarding has been invaluable,” Fain said. “Joelle and the team were always available, even during off-hours, to answer questions and provide guidance.”

Medicat’s onboarding approach is tailored to meet the unique needs of each client. Here’s an overview of what the process generally involves:

• Dedicated Support: After officially joining Medicat, clients are assigned an Onboarding Specialist who works closely with them throughout the process. For example, Joelle collaborated with Emory & Henry University, offering one-on-one assistance to set their clinic up for success.
• Kick-Off Call: The implementation begins with a kick-off call that brings together the client’s stakeholders, the Onboarding Specialist, and the Account Executive. During this session, goals are set, expectations are aligned, and a go-live date or gradual launch plan is determined.
• Custom Setup: The Onboarding Specialist handles key initial steps, including setting up the database, incorporating custom branding into the Patient Portal, organizing demographic import requirements, configuring single sign-on, and creating initial user credentials. For Emory & Henry, this included helping their team build templates and add transaction codes tailored to their health center’s workflow.
• Comprehensive Training: Medicat also has an online Help Center which is constantly updated with new information and recorded sessions (more on that later). And concluding the kick-off call, the Onboarding Specialist will typically set up weekly one-hour meetings to help get key team members to feel comfortable with Medicat as quickly as possible.

This structured yet customizable approach ensures every client’s implementation process is seamless and aligned with their specific needs.

Learn more about Medicat’s implementation process in this blog.

Why Onboarding and Customer Support Matter

Selecting the right EHR vendor goes beyond choosing the best technology; it’s about finding a partner who will guide and support your team throughout the implementation process and beyond.

Ensuring a Smooth Start

The onboarding phase is critical to setting the foundation for long-term success. Without strong guidance during this period, health centers may struggle with technical issues, workflow disruptions, or staff frustrations that can derail the implementation process. A vendor with a knowledgeable and responsive onboarding team ensures your staff is empowered to learn the system  and confident in its use from day one.

For Emory & Henry, the personalized attention they received during onboarding was vital in navigating unexpected staff changes. Medicat’s team acted as a true partner, ensuring continuity in the process and equipping the new director with the tools and knowledge to succeed.