University of Rochester Access Center Trainer in Rochester, New York
Full Time 40 hours Grade 052 Marketing Med Ctr
8 AM-5 PM
With the direction from the Manager of Access Center and with considerable latitude for independent judgment, the Trainer is responsible to create, organize and provide classroom and/or on-site systems, process, customer service, PFCC, compliance, training and support for all Access Center personnel and URMC departments as assigned, in the achievement and maintenance of best-practice-standards at URMC. Trainer designs and implements training programs customizing to the Access Center and or assigned department in the areas of systems, service, process, protocol, and customer service. Supports enterprise Access standardization and centralization initiatives by producing training curriculum, budget, plans for access center or consulting efforts as needed. Administers access center recruiting program insuring there is constant and pool of candidates from multiple sources to meet staffing needs.
Provides classroom training to a wide spectrum of adult learners. Organizes and delivers effective technical systems, complex process and protocol training using adult learning principles to maximize knowledge transfer and retention of “best practice standards” across the Access Center for both patient access and revenue cycle applications, E-Record applications. Successfully manages a classroom of adult learners to positive outcomes. Measure knowledge transfer retention of adult learners based on Access Center standards and adapts teaching and learning methods as needed.
Creates, designs and organizes all types of Access Center training curriculum (Class room, computer based, peer/buddy) For each class, learn and maintain expert status in courseware to be trained including (but not limited to) Flowcast, E-Record, Relay Health, MyChart, Microsoft Excel, and other systems and processes supported in the access centers. Maintain up-to-date and thorough training materials through content expertise and document maintenance skills (ex. Microsoft Word). Build creative training scenarios within systems to allow for hands-on learning methods to be used to insure successful completion of training and readiness for work after training period.
Maintains expert knowledge of physician referral, event registration, MyChart, registration, scheduling, clinical department business rules and protocols. Establishes and maintains collaborative relationships with contacts within departmental contact areas both inside and outside the Marketing Department. Understands and keep updated regarding:
- URMC policies and procedures of patient access registration, scheduling and insurance
- Epic telephone encounter and EMR workflow and navigation
- Office and facility operations in a healthcare delivery system with a highly functioning knowledge of URMC’s organization structure
- Best-practice-standards at URMC for patient access
Through analysis of Access Center staffing, workload, business plans, decides and creates timeline and training plans for appropriate recruitment, interviewing, skill testing, training, process, protocol questions, and facilitates support for system/protocol needs outside of department. Requires knowledge outlined above to effectively answer and assist customers to resolve issues.
Supervises a team of Communication Reps II, consisting of newest hires and seasoned staff that may assist with training, quality assurance or related initiatives
Creates broad based communications to Center Director, manager, supervisors and clinical or business departments the Access Center supports regarding updates to systems, process, protocol, and other changes. Creates or contributes to departmental communication updates. Communicate with various groups of system support analysts, HR, department managers, administrators regarding training opportunities, requests for user access and troubleshooting.
Develops Quality Assurance programs and benchmarks for access related initiatives in and outside of the center. Sets benchmarks and key performance metrics and standards within the Access Center for new hires through probation period and competency certifications to insure accountability of individuals and the team.
Meets with department leadership to help formulate program goals and determine protocols through information gathering methods to ensure all rules and regulations are thorough and up-to-date. Assists with design, development, programming, and testing of the systems and departmental operating policies and procedures.
Participates on go-live implementation project team from an operational perspective, understanding the department/organization’s technical system, operations, policies and procedures, and provides education support to both the Access Center and external department clients.
Perform additional requested duties as needed.
- Bachelor’s Degree or equivalent work experience
- 1-2 years’ experience in functions related to an Information Analyst II role as described above
- Model excellent customer service skills (professionalism, listening, problem solving, empathy)
- Able to deliver training through clear verbal and written communication skills. Present to diverse groups, or individuals
- Excellent organization and problem solving skills
- Certification as classroom instructor, or teacher
- 3-5 years’ experience in healthcare industry, call center, help deskin a trainer capacity
EOE Minorities/Females/Protected Veterans/Disabled
Job Title: Access Center Trainer
Location: Health Sciences
Job ID: 203215
Full/Part Time: Full-Time