What to Expect

Moving to StrataEMR is a structured process. Every new customer follows the same proven path, supported by a dedicated team at each stage. This page gives you a clear picture of the full journey so there are no surprises.

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The Journey at a Glance

Your path from contract to full operational speed follows five phases. Each one has a clear purpose, defined ownership, and specific outcomes.

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Phase by Phase

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Contract and Handoff

What happens: Your Account Executive will brief your onboarding team. This includes transferring all context from the sales process so the onboarding team understands your practice, your goals, and any specific requirements discussed during evaluation. What you’ll experience: An introduction to your onboarding lead, typically within a few business days of contract signing. Your onboarding lead will schedule a kickoff call to walk through the process, confirm timelines, and begin gathering the information needed to set up your account. What you’ll need to do: Be available for the kickoff call and begin gathering the items outlined in Preparing Your Team.

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Onboarding

What happens: This is the most hands-on phase. Your onboarding team manages the technical work (data migration, system configuration) while coordinating with you on decisions that require your input (workflow preferences, role assignments, scheduling structure). Key activities during onboarding:

• Organization and facility setup: Your practice information, facilities, providers, and operational settings are configured. You’ll have access to review and adjust these settings through your onboarding dashboard.
• Billing and RCM configuration: Your account is fully configured and reviewed so your billing workflows are ready at go-live. Payer setup, billing rules, and claims workflows are established during this phase.
• User setup: Staff accounts are created with role-appropriate permissions so each team member has access to what they need.
• Data migration: Your existing patient data, documents, and relevant records are migrated into StrataEMR. The scope of migration depends on your current system. See Migrating Your Data for details.
• Training: Your team receives structured training sessions organized by role. Clinicians, front desk staff, billers, and practice owners each receive training focused on the workflows they’ll use daily. 24/7 access to StrataPT University for online training will also be activated for your practice.

What you’ll experience: Regular check-ins with your onboarding lead. You’ll have access to your account in onboarding mode, where you can explore the system and verify configuration as it progresses. What you’ll need to do: Attend training sessions, provide timely responses to configuration questions, and complete any preparation tasks your onboarding lead assigns.

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Go-Live

What happens: Your account transitions from onboarding state to full production no less than a week prior to going live. The onboarding dashboard is replaced by the full StrataEMR and StrataOffice experience. Your team begins seeing real patients, creating real documentation, and submitting real claims through the system. What you’ll experience: The first few days will feel different. Your team is applying new workflows to real work, and there will be questions. This is expected and exactly why the hypercare phase exists. What you’ll need to do: Encourage your team to use the system as trained, flag issues early, and lean on the hypercare team for support. Small questions answered quickly prevent larger problems down the line.

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Hypercare

What happens: Your account is assigned to StrataPT’s hypercare pod, a specialized support team that monitors your practice’s operational and billing metrics closely after go-live. What hypercare provides:

• Proactive monitoring: The hypercare team watches key indicators (scheduling patterns, documentation completion rates, claim submission accuracy, payment velocity) and reaches out if something looks off before it becomes a problem.
• Rapid-response support: During hypercare, you have access to faster response times and more hands-on support than standard channels provide.
• Ramp tracking: The hypercare team tracks your practice’s progress toward ramp targets, which are the operational benchmarks that indicate your team is comfortable and productive in the system.

What you’ll experience: Regular check-ins with your hypercare team, proactive outreach if metrics suggest an issue, and direct access to experienced support staff who understand what the post-go-live period looks like. What you’ll need to do: Continue using the system, report issues promptly, and stay engaged with the hypercare team’s check-ins.

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Graduation

What happens: Once your practice meets its post-launch targets, you graduate from hypercare to standard support. This means your team is operating confidently and the elevated monitoring is no longer needed. What changes after graduation:

• Support transitions to StrataPT’s standard support channels and response times.
• You retain full access to this knowledgebase, training resources, and all self-service tools.
• Your Customer Success contact remains available for strategic conversations about optimizing your use of the platform.

What you’ll need to do: Familiarize yourself with the standard support process. See Getting Help for details on how to get answers and reach support after graduation.

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Who You’ll Work With

Throughout this journey, you’ll interact with different StrataPT teams, each responsible for a specific phase.

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What’s Next