Training & SOPs
Train the workflows people actually perform.
New staff need the high-frequency tasks, local ownership rules and exception paths first—not an overwhelming tour of every feature.
Start with role-critical workflows.
- Login, navigation and the user’s primary workspace.
- In Basket, pools, workqueues or task lists they are responsible for.
- Referral, scheduling, document or portal workflows relevant to the role.
- What the user may resolve independently.
- What must be escalated and to whom.
Common training gaps
Feature-first trainingStaff see many screens but do not understand the end-to-end job they own.
Workarounds become policyNew employees learn informal shortcuts from peers instead of a documented standard.
No exception trainingThe normal path is covered, but staff do not know what to do when the workflow fails.
One SOP for every roleResponsibilities differ, but training does not reflect role-specific ownership.
Build a usable SOP.
For each workflow, document purpose, starting condition, owner, steps, expected destination, completion rule, exception path and escalation contact. Keep the procedure short enough that staff will actually use it.
When to use internal resources
Official organizational policies, security requirements, protected configuration, clinical protocols and organization-specific training standards should come from your authorized internal teams.
Need help turning a workaround into a process?
Describe the role and workflow generically. HelpEpic can help organize it into a practical training path or SOP structure.
Ask HelpEpic