Guided super-user training for EHR configuration roles

A practice goes live on a new EHR and suddenly discovers that basic configuration tasks — adjusting order sets, modifying documentation defaults, managing user preferences — require one or two people who deeply understand the system's internal logic. Users describe this as 'configuration is not intuitive, requiring several people to be trained as super users' and note that 'product documentation is not detailed and this increases the dependency on customer support.' The problem hits hardest in the 3-12 months after go-live, when the vendor's implementation team has moved on and the internal team is left holding a system they don't fully understand.

Vendors have weak incentive to fix this because good documentation reduces support ticket volume — and support contracts are a revenue line. The people who suffer are the super-users themselves and the clinical staff waiting on them, but they're usually not decision-makers. The buyer — the CIO or VP of IT — signed the implementation contract and mentally marked training as 'done' at go-live.

What's actually needed is role-specific, task-oriented training that maps to what a super-user does on a recurring basis: building templates, adjusting workflows, onboarding new providers, troubleshooting common configuration issues. Vendor documentation, where it exists, is organized around the system's architecture rather than the user's job. A clinical informatics coordinator doesn't need to understand the data model — they need to know the exact steps to add a new screening tool to the intake workflow without breaking anything.

This need recurs every time a new super-user is hired or promoted, every time the vendor pushes an update that changes configuration behavior, and every time a clinic expands into a new service line. It's not a one-time training problem — it's a knowledge maintenance problem that lives inside the organization permanently.

What to build

Build a library of short, task-specific video walkthroughs and annotated step-by-step guides covering the 40-50 most common EHR configuration tasks for each supported EHR, organized by super-user job function rather than system module, with a request queue where buyers can submit undocumented tasks for the team to produce within 5 business days.

Where to start

Start with one EHR (Agastha or Alleva, given their documented support gaps) and one task category (documentation template management) where the pain is sharpest and the vendor documentation is visibly absent, and sell directly to practices that just completed go-live and are in the post-implementation drop-off period.

The hard part

The content depreciates every time the EHR vendor pushes an update that changes the UI or workflow, so the hardest operational problem is building a monitoring and update process that keeps the library current without requiring a full-time team per EHR — if you fall behind on updates, the product becomes actively harmful.

How it makes money

Annual subscription per organization with unlimited super-user seats; tiered by EHR product covered; optional add-on for custom task documentation requests at a per-task fee.