Truly an Epic Team

Epic, one of the largest electronic health record (EHR) systems in use today, plays a central role in healthcare delivery. It captures and manages data for clinical care as well as for registration, patient scheduling and patient billing. With so much at stake, the Epic training team, officially known as the Clinical and Revenue Cycle Technology Learning (CRCTL) team, plays an important role at Presbyterian Healthcare Services.

The team's efforts are wide-ranging. In 2021, they conducted nearly 2,500 classes virtually and in person. Epic training is provided when new and contract employees start, when there are Epic upgrades and when there are new projects that incorporate Epic.

The team also engages with providers and their immediate teams in small group or individual educational sessions to help them use Epic more efficiently in their day-to-day workflow. The CRCTL team also publishes the Epic Bulletin, which informs Epic users about upcoming changes.

Although some people think the CRCTL team is part of IT, it's distinctly different. "Our focus is less about the technical features and more about how people use the EHR in their daily workflow," Mary Kay Cody, CRCTL Director. "We strive to create a learning experience that helps a provider, clinician or operational staff member use Epic easily and efficiently in their work."

While most efforts are focused on Epic, the team's services extend to other programs. "We also provide education on other applications, such as telehealth and speech recognition software used by providers and some clinicians," says Wendy Deveraux, CRCTL Senior Manager.

The team also provides more general support. "While we are not IT, there are times when we play that role," says Mark Lykens, CRCTL Manager. "Our staff might set up printers in clinics or configure iPads or Apple computers to work with Epic."

"We do whatever it takes to provide learners with the best possible experience and to help them find an easier way," says Deb Williams, CRCTL Manager.

Looking ahead, the CRCTL team is working to streamline and simplify the way Epic is taught and to create a better learner experience.

"Teaching is truly a commitment to serve those who provide care for our patients and members," says Mary Kay. "Our hearts are full when we do that well."