Super Users

Supporting You as We Transition to Epic on July 1 and Beyond!

Colleagues across our Health System - including geographically dispersed ambulatory and satellite locations – can count on Super User and At-the-Elbow resources to provide support during the first four weeks of go live (July 1 – July 29).

Super User

Hundreds of colleagues have volunteered to become a Super User - providing support as we transition to Epic before, during and beyond go live. Refer to the Super User section of our Epic website for more details about how a Super User contributes to the success of an Epic implementation. 


During go live, our Super Users, along with resources from Epic and Optimum Healthcare IT, will provide At-the-Elbow (ATE) support – supporting colleagues at their side while they work within Epic. 

ATE resources will be the first line of support, assisting end users with many of their how to questions about Epic. There will also be issues encountered that need further attention by Information Systems’ application analysts and support teams. This line of support will be staffed in our Command Center 24/7 to address issues as they are called into our Epic Service Desk (internally at Ext. 8827 or externally at 781-624-8827). 

ATE by the Numbers

ATE Vests

Approximately 200 of our Super Users along and more than 400 additional resources from Epic and Optimum will be on site beginning July 1.  The number and type of ATE resources deployed during go live is based on peak staffing levels, hours of operations, and the types of roles staffed for each area to be supported.

A draft schedule showing ATE coverage by department will be published on Route 55 in early June. A final schedule will be published just prior to go live with updates posted daily each evening at approximately 5:00 PM.

The schedule will group departments into geographic Zones. Each Zone will have a designated Zone Lead responsible for overseeing ATE resources assigned to that Zone. More information about our Zoning strategy and Zone Lead responsibilities will be shared in late June.

Different Types of Super Users

The Super User team will support South Shore Health end users before, during, and after go-live to ensure the continuing success of the Epic. Each type of Super User can be identified by a piece of wearable gear.

Super User Wearables.jpg

Super Users will wear an orange lanyard for identification before, during, and beyond go live.

At the Elbow (ATE) resources, such as Super Users, Epic and Optimum, will wear a royal blue vest for identification during Go-Live. Those assigned to support our providers will also wear an orange button on their vest.

Physician Champions will be rounding to promote and support changes that benefit providers and will wear a royal blue lanyard for identification before, during and beyond Go-Live.

Information Systems Division team members will wear a light blue lanyard for identification during Go-Live.

Download Super User FAQ

Super User FAQ

Four Ways Super Users Help Make a Successful Epic Implementation

  1. Change Management and End-User Adoption: Championing the benefits Epic to peers
  2. Implementation Support: Receiving training early and then supporting colleague training
  3. Go-live Support: Supporting peers and other end users during the first month of Epic use as the “First Line of Defense”
  4. Long-term Support: After Go-Live, supporting sustainability and new optimization efforts.

Super User Infograph preview

Super User Infograph

Read information on:

  • Why do we need Super Users?
  • What do I need to do to become a Super User?
  • What is the schedule going to be like?
  • What's in it for me?

Super User Requirements and Commitments

To become a Super User, you need to complete the South Shore Health System’s Super User Training program by:

Commitments include:

  • 14 weeks: 10 weeks of pre-live activities to train and prepare (limited hours, amount required varies by role), and then a full-time commitment through 4 weeks of post-live to provide support
  • 100% scheduled time dedication to Go-Live. Super Users cannot be staffed with regular duties during the entire month of July 2017.
  • Go-Live shifts are typically 12 hours long (some ambulatory shifts are shorter). Realistically Super Users will work about 12.5 hour shifts for transition time and handoff between shifts
  • 3 to 4 shifts per week (~40 hour weeks)
  • No PTO allowed in the two weeks prior to Go-Live, as well as during the four weeks after Go-Live.