Eric Knapp
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Certifying client trainers at scale

Client organizations certify their own staff to train end users, and those trainers recertify every year. The team I led ran that program at more than 300 certifications a year.

Role
Team Lead over the program
When
2021 to 2026
Scope
300+ certifications a year
Worked with
Client organizations, Primary Care Associations
300+

Certifications a year through train-the-trainer

200+

Courses I contributed to on eCW University

Client trainers to certify New to the program Recertifying (every year) Live training from my team Video coursework and exam, eCW University Most of the yearly volume 300+ a year
Two channels into one certification program. Recertification through the learning platform carried most of the yearly volume.

The situation

Client organizations certify their own staff to train end users on eClinicalWorks, and those trainers recertify every year. The program had to work for brand-new organizations and for the much larger group coming back each year.

What I did

  • Ran the program through two channels. Organizations new to train-the-trainer got live training from my team. Recertifying organizations completed video coursework and an exam in eCW University, the company's learning platform.
  • Administered that platform, building and assigning courses company-wide and pulling my own completion reporting.
  • Consulted with client organizations on specialized needs and directed my team in building custom certifications for Dental, Revenue Cycle Management, and Behavioral Health.
  • Served as the main contact for Primary Care Associations that wanted one shared training for their member health centers instead of a separate engagement for each organization.

Result

More than 300 certifications a year, on a platform used by every new hire and 90% of all employees.

What I'd do differently

I'd explore building full workbooks that clients could take home from class and use as a reference guide alongside it. Live training and the recertification videos covered the material, and a workbook would give new trainers something to come back to once they were teaching their own staff.

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.

LinkedIn Resume (PDF)