Emp StatusRegular Full time
Work ShiftCompensation RangeThe base pay scale for this position is $72,000.00 - $109,500.00. In addition, this position will be eligible for additional benefits consistent with the role. The salary of the finalist selected for this role will be determined based on various factors, including but not limited to: scope of role, level of experience, education, accomplishments, internal equity, budget, and subject to Fair Market Value evaluation. The hiring range listed is a good faith determination of potential compensation at the time of this job advertisement and may be modified in the future.
What you will be doingTraining & Staff Development - Design, develop, deliver, and maintain training programs for telecommunications, scheduling, patient access, and Service Lines operational workflows.
- Create and update training manuals, job aids, workflow guides, competency assessments, presentations, and eLearning modules.
- Lead onboarding, orientation, role-specific education, refresher training, classroom and virtual sessions, and individualized coaching.
- Provide at-the-elbow support and real-time workflow education during onboarding, optimization efforts, and operational changes.
Compliance, Quality & Performance Improvement - Monitor reports, dashboards, quality audits, call quality findings, and key performance indicators to identify training opportunities, performance gaps, and compliance needs.
- Help develop scorecards to monitor performance and measure the quality of patient interactions.
- Analyze trends related to productivity, quality, compliance, patient experience, and operational efficiency, and partner with leaders on targeted education or corrective action plans.
- Ensure training aligns with regulatory requirements, organizational policies, compliance standards, and operational goals.
- Track training completion, competency validation, ongoing education requirements, and prepare updates for leadership.
Customer Service, Patient Experience & De-escalation - Conduct call quality reviews by monitoring recorded and live telephone interactions for adherence to service standards, workflows, policies, and compliance requirements.
- Develop and deliver training on customer service excellence, patient-centered communication, active listening, empathy, professionalism, and service recovery.
- Train staff on de-escalation, conflict resolution, and techniques for managing difficult conversations, service concerns, and emotionally charged interactions.
- Use coaching, role-playing, patient feedback, complaints, and service recovery trends to reinforce best practices and identify targeted education opportunities.
- Support initiatives that improve patient satisfaction, first-call resolution, access to care, and overall service quality.
Telecommunications & Operational Excellence - Serve as a subject matter expert for telecommunications workflows, scheduling processes, customer service standards, and patient communication practices.
- Train staff on call-handling expectations, escalation pathways, communication standards, scheduling workflows, and operational procedures.
- Support new technologies, workflow enhancements, and operational initiatives while identifying inefficiencies and partnering with leaders to improve productivity and service quality.
- Promote consistency and standardization across departments, sites, and service lines.
Epic Training & Workflow Support - Support Epic training and adoption for scheduling, patient access, referrals, registration, documentation, and related operational workflows.
- Partner with Epic application teams, trainers, and operational leadership to develop educational materials, workflow documentation, and change management support for upgrades, enhancements, and new functionality.
- Reinforce best practices that align system functionality with workflow design and promote accurate, efficient use of Epic tools.
Collaboration & Leadership - Partner with Service Lines leadership, Patient Access, Scheduling, Contact Center, operational departments, and analytics teams to identify education and performance improvement opportunities.
- Serve as a trusted resource and mentor for staff while fostering continuous learning, accountability, collaboration, and operational excellence.
- Participate in workflow redesign, operational improvement projects, and organizational change efforts, communicating effectively with stakeholders across all levels.
Requirements - Bachelor's degree in Healthcare Administration, Business Administration, Education, Organizational Development, Communications, or a related field required.
- Minimum of four (4) years of experience in healthcare operations, telecommunications, scheduling, training, instructional design, or a related field required; relevant frontline operational experience may be considered in lieu of formal training experience.
- Experience developing and delivering training programs, instructional materials, job aids, workflow documentation, presentations, eLearning content, and competency assessments.
- Strong understanding of healthcare telecommunications, contact center, patient access, scheduling, registration, customer service, and related operational workflows.
- Ability to identify workflow inefficiencies, analyze reports, dashboards, quality metrics, and audit findings, and partner with teams to support process improvement and targeted education.
- Strong coaching, mentoring, communication, change management, organization, and problem-solving skills, with the ability to manage competing priorities and work independently and collaboratively.
Preferred Qualifications - Experience within a healthcare contact center, centralized scheduling department, patient access operation, or service line management environment.
- Epic proficiency, Telecom proficiency, or demonstrated experience training operational staff in Epic workflows.
- Experience with workforce management, call quality monitoring, compliance auditing, and operational reporting.
- Lean Six Sigma, change management, instructional design, or adult learning certification preferred.
