A Southeastern US management services organization needed a trusted training partner with deep healthcare expertise to standardize its physician practices onto a unified eClinicalWorks platform.
It turned to GuideIT, selecting the healthcare IT expert as its sole provider of EHR training and support. Six years later, GuideIT has helped the company implement eClinicalWorks across hundreds of physician practices — ensuring adoption success and providing ongoing support.
The Challenge:
Training Hundreds of Practices Across Every Stage of EHR Adoption
The company oversees administrative operations, billing, scheduling, and clinical systems for its physician partners. As its portfolio of managed practices grew, so did the complexity of getting every practice onto a unified eClinicalWorks platform.
Some practices were already on eClinicalWorks running a standalone license, some were on different EHR systems, and some still used paper. No matter the starting point, each practice needed to be brought into the unified environment — introducing significant variability across training needs.
Practice staff turnover also presented a challenge as each departure meant a loss of knowledge. The company needed a training partner equipped to support both initial go-lives and ongoing demand created by an evolving workforce.
Three distinct training needs emerged:
- New practice onboarding: Training staff moving from paper or a legacy EHR onto the unified platform.
- Remedial and ongoing training: Supporting users requiring workflow reinforcement or retraining.
- Version and regulatory updates: Preparing all practices for significant platform changes, such as the eCW Version 12 update, and evolving compliance requirements.
The Solution:
A Dedicated Team That Trains, Supports, and Scales
GuideIT integrated a dedicated team of healthcare IT professionals within the company’s EHR department. This team included trainers and support specialists who are intimately familiar with the workflows, build configurations, and nuances of the eClinicalWorks platform.
All team members have healthcare backgrounds and hands-on experience managing and supporting EHR systems.
GuideIT handles every aspect of the training lifecycle:
Training material development:
Creating documentation, videos, and e-learning content tailored to the company's workflows and the unified platform's requirements.
Go-live training and on-site support:
Traveling to practice locations when in-person presence is needed, especially for go-lives or practices that require hands-on coaching.
Virtual training:
Delivering remote training for a faster, more cost-efficient option when on-site travel isn’t necessary.
Ongoing support ticket resolution:
Between training engagements, GuideIT experts provide continuous clinical service desk support, resolving a high volume of cases each week and minimizing disruptions to daily operations
The Result: Hundreds of Practices Running in a Unified Digital Ecosystem
Over more than six years, GuideIT has trained staff across hundreds of physician practices — a number that continues to grow as the company partners with new practices. The work is ongoing because each new partnership triggers a fresh onboarding cycle, and major platform updates like the eCW Version 12 rollout require re-training across every active practice in the portfolio.
By partnering with GuideIT, the company:
- Saves the costs of building an internal training function
The company uses GuideIT as an extension of its EHR department — accessing training expertise without having to recruit or compensate an in-house team. - Reduces the financial impact of staff turnover
Staff attrition is a persistent reality in physician practices, but successful training ensures new hires are brought up to speed quickly to minimize productivity loss and the risk of billing and compliance errors. - Maintains compliance
Proper EHR usage is directly tied to reimbursement and regulatory adherence. - Leverages a flexible clinical support specialist
In addition to training, GuideIT provides ongoing clinical support — managing service tickets and supporting special projects to ensure continuous operational efficiency.
GuideIT continues in its role as the company’s sole EHR training and support provider whenever a new practice enters the ecosystem. Providing deep expertise, reliable service, and a flexible model that serves on-site and remote needs, GuideIT streamlines the unification of all practices in eClinicalWorks.