A large nonprofit healthcare system prepared for a major Electronic Health Record (EHR) implementation, requiring rapid, coordinated training for more than 31,000 clinicians and staff. To support this effort, the organization selected Cornerstone as its new Learning Management System (LMS).
While the platform selection was complete, the healthcare system identified gaps in LMS optimization, operational governance, and training coordination—challenges that were amplified by the sudden shift to fully virtual learning during COVID-19.
Ximpal was engaged to ensure the LMS could scale, perform, and enable enterprise readiness without disrupting patient care.
The Challenge
The healthcare system faced several intersecting challenges:
- Training 31,000+ end users on new EHR functionality within a fixed implementation timeline
- Limited LMS operational maturity following platform selection
- Fragmented processes for managing tickets, updates, and reporting
- Lack of real-time visibility into training completion and readiness
- Sudden transition from in-person to virtual training delivery due to pandemic restrictions
- Need for long-term sustainability beyond go-live
The organization required more than technical LMS support—it needed program governance, process rigor, and change enablement to ensure adoption at scale.
Ximpal Group’s Solution
Ximpal partnered closely with the client’s EHR training implementation team to optimize, operationalize, and govern the LMS as a mission-critical enterprise system.
Our approach integrated four core services:
1. Learning Systems Optimization
We stabilized and optimized the Cornerstone LMS to support high-volume, high-urgency training demands. This included improving system configuration, workflows, and reporting capabilities to ensure reliability and scalability.
2. Program Governance & Operational Management
Ximpal established structured governance to manage LMS operations, prioritize work, and ensure accountability. This allowed training leaders to focus on content and adoption while Ximpal managed execution and system health.
Key initiatives included:
- A prioritized ticketing and intake model for LMS issues and enhancements
- Defined escalation paths and service-level expectations
- Auditing processes to ensure training updates were implemented accurately and on time
3. Change Management & User Enablement
Recognizing the scale and urgency of the change, Ximpal embedded change management practices to support adoption across diverse user groups. Dedicated communication channels ensured end users had access to timely support during training and go-live.
This included:
- A dedicated LMS support phone line and email inbox
- Clear communication workflows for training updates and issues
- Proactive issue identification to reduce disruption during peak training periods
4. Performance Reporting & Sustainability
Ximpal enhanced LMS reporting to give leadership real-time visibility into training progress, completion rates, and readiness risks. All processes were fully documented to ensure sustainability and enable future transitions without dependency on external support.
Results & Impact
Ximpal Group’s engagement enabled the healthcare system to achieve enterprise-wide readiness for its EHR implementation—despite unprecedented operational constraints.
Key outcomes included:
- 31,000+ end users successfully trained on new EHR functionality
- A streamlined, operationalized LMS supporting large-scale virtual learning
- Improved accountability and faster resolution of LMS issues
- Real-time leadership insight into training progress and system performance
- A sustainable operating model for future training initiatives
Most importantly, clinical and operational staff were equipped with the knowledge and tools needed to transition smoothly to the new EHR—supporting continuity of care and patient safety.