Hi, I'm Eric.
I build the systems that make training work at scale.
I lead customer education and enablement. I spent 11 years at eClinicalWorks, a healthcare technology company, the last five as Team Lead of a 20-person training team across the U.S. and India. I built onboarding, certification, and release-readiness programs for employees and client organizations. Today I deliver EHR go-live training as a consultant.
Selected work
Four programs I led or directed at eClinicalWorks. Each card opens the full case study.
New-hire time to productivity
Content-load satisfaction 60% → 95%
Rebuilding new-hire onboarding across the U.S. and India
Redesigned onboarding so practice runs through the whole program, then got the U.S. office and three India offices onto one version.
Employees trained each quarter on upcoming releases
Mandatory for 90%+ of the company
Getting the whole company ready for each release
Stood up a one-team pilot of Version Readiness Training in about a month, then made it a mandatory company-wide program.
Certifications a year
Contributed to 200+ courses on the learning platform
Certifying client trainers at scale
Ran train-the-trainer certification through two channels: live training for new organizations, video and exam for annual recertification.
Less time writing exam questions
80 to 90% less time investigating class inconsistencies
Bringing AI into exam development
Piloted Copilot-drafted exam questions with a trainer check on every item, and set responsible-use practices with peer leads.
Other wins
- Raised average capability assessment scores for internal support teams from 70% to 90%, using baseline assessments to target curriculum by line of business.
- Captained a 10-person team in a company-wide usability competition, redesigning the patient wait list through 12 enhancements and presenting to the CEO, CMO, and COO. The concept was selected for development.
- Ran education operations for the annual National Conference: more than 200 presenters, 80 breakout sessions, and 4,000+ attendees over three days.
- Brought in on at-risk client accounts about a dozen times where adoption problems traced back to training gaps, diagnosing the cause and scoping custom training to close them.
- Originated three enhancements to the training team's internal tooling, including a capacity planning dashboard and a new-hire onboarding tracker, and worked them through requirements with product and development.
- Presented at multiple eClinicalWorks National Conferences and Health Center Summits from 2016 to 2021, to audiences ranging from 200 to more than 1,000 attendees.
How I work
Start from the workday
I organize training around what a front desk coordinator, nurse, or provider actually does in a day, then show them how the software fits into it. People remember a workflow far better than a tour of menus.
Build training alongside the product
The gap between what ships and what gets taught is one of the most common problems I've seen. On projects where I partnered with product managers early, that gap got noticeably smaller.
Measure it more than one way
Surveys, quizzes, live discussion, and teachbacks tell me whether learning stuck. Check-ins with the leaders of the teams downstream tell me whether it changed how people work.
Fit the format to the audience
I've run everything from a single one-hour session to a seven-week engagement with the same group, for as few as 3 people. On the conference stage, I've presented to audiences of more than 1,000.
Experience
Four roles and three promotions at eClinicalWorks, from training specialist to leading the team.
- EHR Training and Go-Live ConsultantProvisions Group, healthcare IT consulting (contract)September 2026 to present
Onsite go-live training and workflow support for provider organizations implementing enterprise EHR platforms.
- Team Lead, Certification TrainingeClinicalWorksJune 2021 to April 2026
Led a team of 20 trainers and mentors across the U.S. and India, reporting to the VP of Professional Services. Hired 14 people through internal transfer.
- Mentor, Certification TrainingeClinicalWorksApril 2020 to June 2021
Coached certification trainers through structured mentorship and bi-weekly feedback.
- Certification TrainereClinicalWorksMarch 2016 to April 2020
Delivered certification and onboarding programs to new hires and client organizations. Built the Occupational Health and Urgent Care certification with product management.
- Software Training SpecialisteClinicalWorksAugust 2014 to March 2016
Trained providers and staff on site during implementations and go-lives. Across these first two roles, I trained more than 100 client organizations.
Recognition
- Pinnacle Leadership AwardeClinicalWorks, 2025
- Mentor of the YeareClinicalWorks, 2017
Education
- BS, Management Information SystemsUniversity of Massachusetts Dartmouth, 2014
Certificates
- AI Fluency Framework & FoundationsAnthropic, July 2026
- Introduction to Claude CoworkAnthropic, September 2026
- Notion Essentials BadgeNotion, July 2026
Memberships
- CEdMACustomer Education Management Association
Building or scaling customer education? Let's talk.
I'm looking for leadership or builder roles in customer education, onboarding, and enablement, where I'd be creating something new or close to it. I'm especially drawn to SaaS companies where education sits close to product.