This is an in-depth exploration of the third topic covered in my initial blog post: Streamlining Your Epic Lab Transformation: A Strategic Playbook (thelabitguy.com)
Welcome Back!
Today, we're diving deep into the heart of Epic Beaker implementations to spotlight one of the most important stakeholders in the project: Operational Subject Matter Experts (SMEs). These are the people who will eventually be your end users and customers. They are the ones who provide feedback and insight to help steer the ship. The following blog is intended to help understand the day to day of Subject Matter Experts and how they can excel in their role. It is written for Beaker SMEs but these principles can be leveraged across applications as the concepts are universally appliable on Epic projects.
Another Acronym? What is a SME?
Think of an SME as an operational guide for your organization's IT team. They are people with deep operations and institutional experience. These are the folks who know all of your quirky workflows and current paint points. These are insights that will help guide your build waves, validation, testing, and training phases as well as your eventual go-live and maintenance of Beaker. With expertise in both operations and workflows within your organization, they will ensure that the system is tailored to your lab and organization's needs at go-live.
A Day in the Life of a Beaker SME
Becoming a SME in healthcare IT, particularly for Beaker implementations, is a hugely important role. With the importance of the role comes a substantial commitment that spans across various phases of the implementation project and beyond. Here’s a deeper dive into what a day in the life of an SME might look like:
Welcome to Meeting City: If you are a career lab tech and becoming a SME, you will likely have more meetings now than you typically had previously. These meetings range from workgroup collaborations with your peers to detailed one-on-ones with the analyst dedicated to your section(s). These meetings are crucial for ensuring that all parties are on the same page and moving forward together. Your commitment as a SME will come and go in waves throughout the project, as there are certain parts of the project that require more input from you than others.
IT Operational Translator: One of your key roles is to act as a bridge between clinical operations and IT. You'll take complex clinical workflows and help the technical team understand them, some of these folks may have lab backgrounds themselves, or they may have an IT background with limited operational knowledge. Your role will help translate your workflows and the uniqueness of your section into technical specifications that can be built into Epic.
Validation and Testing Owner: Your expertise will be pivotal during the build and validation phases. By providing constant feedback and input, you ensure that the system is not only functional but also aligned with clinical needs. Epic does not come fully configured and so input throughout the configuration and testing processes will be invaluable.
Training: As a SME, you may also take on the role of a trainer among your team, either formally or informally. Epic implementations have a very organized training structure, so your work and engagement with the Epic training team early will be invaluable during classroom training and go-live support. Be sure to think of workflows that you think might need extra attention and work with your training team to develop tip sheets or quick start guides that are easily available and referenceable. Educating others on how to use the Beaker system effectively will help ensure that users feel comfortable and prepared for the transition.
Go-Live and Beyond: When Beaker turns on for the first time, you will be the first line of support for any issues your peers and the IT team encounter. Remember that your Beaker implementation is a long-term investment by your organization and that your commitment does not end at go-live. If there were things that needed to be moved out of scope for your initial implementation, you will need to be engaged with those optimizations and as Epic releases upgrades, you will be the IT team's go-to resource for questions and feedback.
The SME Toolkit: Best Practices and Lessons Learned
Be Engaged: As you start to meet with your peers and IT, always be present and willing to work with others. Collaboration is key in a role that bridges the gap between clinical and IT teams. Also be sure to be patient with folks who may be new to the organization or lack a lab background. Remember, everyone engaged with the project has the same end goal!
Feedback is Key: As you get into the build and validation phases of the project, your insights can help shape the implementation and future iterations of the system. The IT team wants your feedback - if you have an opinion, speak up!
Ask questions! Your inquiries might uncover important details that were not initially reviewed or considered by your Beaker team. Asking questions in meetings or through e-mail will continue to clarify workflows on your end while also informing the direction of the project for your section of the lab.
Attention to Detail: Be meticulous in your work. Small details can make a big difference in the functionality and usability of Beaker, especially as we talk about reference ranges, quality control, and result reports. No detail is too small in a Beaker install!
Ambassador of Change: Get people excited about the new changes. Your enthusiasm can inspire others to embrace the Beaker system and its benefits, even for those who love the old system! Change can be scary, especially big ones. If you can bring excitement and engagement to your peers, your go-live can be a positive experience instead of a scary one.
Creative Problem Solving: Think outside the box! Just because something has always been done a certain way doesn't mean it's the best way or needs to stay that way. Assess if Beaker's functionality can streamline or even eliminate outdated processes. One of the biggest mistakes I often see SMEs make is trying to recreate their current system instead of embracing Beaker.
Collective Knowledge: Remember, you don't have to know everything. Leverage the collective knowledge of your peers. Consider how changes will affect all stakeholders, such as nursing and outpatient services, to ensure the implementation is beneficial for the whole organization.
Conclusion
Subject Matter Experts play a critical role in the success of Epic implementations, acting as the bridge between technology and operations. Their contributions are essential to not only the success of the project but also to the advancement of the services your lab provides. If you are approached to be a SME for the Beaker implementation, understand that it is an important role and key to the overall success of the project, and that your IT team and Epic are there to support you every step of the way.
Are you a SME? Have you been a SME? What advice would you give someone who was just approached to be a SME on an Epic project?
More about Kyle:
With 7 years of Beaker experience, I have been deeply involved in Beaker across 11 different healthcare organizations. My journey has taken me from entry-level roles to leadership positions, managing projects that span from initial implementation planning to post-live optimizations and ongoing maintenance. My expertise lies not only in the technical aspects of Beaker but also in leading teams to ensure successful a successful project.
While my experience has been rich with diverse challenges and learning opportunities, the insights I share in this article are drawn from my personal expertise and do not reflect the views or opinions of my employer or the healthcare organizations I have supported. The content presented here is my own intellectual property, intended to guide and inform others in the healthcare IT community as they embark on their own Epic Beaker lab transformation journeys.
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