Reference Guide: Super User Role
Super users play an important role in the successful implementation of the Allscripts Enterprise
Physician Practice Management System (PPMS). Super users help practice employees make
the transition to new standardized software and nationally standardized workflows for patient
scheduling, patient registration and claims creation.
Super users are the first line of support for other PPMS users. Super users will mentor co-
workers, identify potential problems, share workflow changes, communicate with staff and help
communicate technical issues to CHI’s Help Desk.
Super User Responsibilities
Super user responsibilities include:
Serving as a subject matter expert for your area of expertise (e.g., billing, scheduling)
and addressing common application questions and minor issues.
Attending 25 hours of super user training and participating in case testing, which may
span 1-2 weeks.
Assisting the training team during PPMS role-based training where needed. End users
will attend 4-16 hours of role-based training. Role-based training will take place
approximately two weeks before a practice is scheduled to go live. During role-based
training, super users may observe and assist users, and demonstrate the PPMS.
During go-live, super users will act as the first tier of support for practice staff. The CHI
National PPMS Application Support and Allscripts teams will also be on site. Super
users will be expected to perform the initial triage of issues raised by local system users.
Logging and escalating issues to CHI’s Help Desk and National PPMS Application
Support team as needed on an ongoing basis.
Participating in testing future upgrades to the PPMS as needed.
Serving as a super user does not change an employee’s current role and should not
significantly affect current job duties.
Super User Training
While all PPMS users will receive role-based training, super users will receive additional training
on the application and workflows. During training, super users will have the opportunity to learn
and play with the new software and become familiar with the standardized workflows that affect
patient registration, scheduling and billing functions. They’ll be able to ask questions, and will
have access to job aids and other support resources.
Practices’ current workflows are compared to nationally standardized workflows during the
assessments that happen prior to PPMS implementation in each market. This information will be
used to customize super user and role-based training.
PPMS super users and users will receive training details approximately two weeks in advance.
Selecting a Super User
It is recommended that each practice has 1-2 PPMS super users. When selecting super users,
consider the following ideal qualities:
Positive attitude toward the new system and workflows
Able to master the new system and workflows
Willing to be a project champion
Excellent communication skills
Approachable and able to effectively coach others
Proactive in engaging others needing assistance
Promotes mutual support among colleagues and emphasizes knowledge sharing and
success of the team
Strong computer skills
Problem solving skills
Available to attend meetings and training sessions
Available to help support PPMS users at go-live and beyond
Available to assist the implementation team
Able to think about the big picture
It may or may not be appropriate for practice managers to serve as super users. Also, carefully
consider your staff when choosing super users. Sometimes people who seem to be the least
obvious choice excel in this role, and vice versa.
Super User Lessons Learned
Super users need to frequently check email and be willing to promptly share updates
and messages with colleagues.
Super users should collaborate well with practice managers and clearly articulate
concerns and compliments.
Practice managers should select team members well suited for the job.
Gaining PPMS Practice Before Go-Live
After training, PPMS super users and users are encouraged to continue to practice using the
PPMS test system and developing skills. This enables users to learn the system at their own
pace while obtaining help as needed from super users or other support team members.
Super users will help ensure PPMS users in their practice are prepared for go-live. This may
include one-on-one assistance completing practice scenarios.
Clear and accurate communication is important before, during and after PPMS go-live. The
national project team will provide communication templates for use throughout PPMS
implementation. Super users may also need to develop their own practice-specific
communication messages and are encouraged to use the following guidelines when sharing
Stakeholder Communication methods Content
PPMS end Choose communication Consider the following when developing
users methods that are effective messages:
in your practice. These Who/what/when/where/why
could include: How will I be affected?
Staff meetings What is expected of me?
Bulletin board fliers Where to go for information
Getting Help with PPMS
Super users are the first tier of support for PPMS and will be expected to perform the initial
triage of issues, starting at go-live.
During go-live, super users will escalate issues to the CHI National PPMS Application Support
team and Allscripts implementation consultants as needed. A representative from these teams
will be in each practice during go-live to provide coaching and address questions and issues.
Post go-live, super users will call CHI’s Help Desk at 1-866-236-0441 (press #1) to report issues
as needed. Issues will be logged in the Remedy system and assigned to the CHI National
PPMS Application Support team.
Ongoing Training and Support
Training is not complete at go-live. The CHI National PPMS Application Support team will work
with super users as needed to ensure practices have information and training materials
regarding system and workflow enhancements. This team will also support super users as
needed in training new hires.
Super users should participate in post go-live calls to stay informed and share information with
other super users.