Patient Access Trainer-Contact Center Training
Metro Health
Location: BROOKLYN HEIGHTS
Biweekly Hours: 80.00
Shift: 8:00-4:30
The MetroHealth System is redefining health care by going beyond medical treatment to improve the foundations of community health and well-being: affordable housing, a cleaner environment, economic opportunity and access to fresh food, convenient transportation, legal help and other services. The system strives to become as good at preventing disease as it is at treating it. Founded in 1837, Cuyahoga County's safety-net health system operates four hospitals, four emergency departments and more than 20 health centers.
Summary:
Develops, updates, and leads training content and activities related to Epic front-end applications, customer service, phone skills, and other MetroHealth applications and workflows, and ensures that those activities prepare end users to perform front-end functions such as scheduling, registration, check in, and patient request management. Stays current on adult learning methods. Collaborates with Human Resources and front-end operational teams to align training schedules with new hire needs. Ensures that training content is up to date by partnering with Information Services and front-end operations teams to stay current on workflows and technical capabilities. Develops training activities that contribute to positive patient experiences. Upholds the mission, vision, values, and customer service standards of The MetroHealth System.
Qualifications:
Required: Bachelor's degree in Organizational Development, Business Administration, or another related field. In lieu of degree, 3 years of job-related experience in addition to the experience noted below will be considered. 2 years of training experience that includes instructional design and developing training materials and courses. 2 years direct experience with Epic Prelude and Epic Cadence in a physician practice, clinic, or hospital operations. Experience creating and developing training programs, including designing training tools. Experience delivering and assessing training programs and contributing to quality assurance programs. Experience working with communications practices, principles and procedures for both on-site and on-line presentations, including working with multi-disciplinary groups. Ability to develop and deploy complex computer and/or software application adult learning and training curriculum. Self-motivated, detail-oriented, hands-on self-starter with the ability to multi-task and set priorities. Excellent written, verbal, and interpersonal communication skills, Strong motivational skills. Strong customer service and leadership skills. Demonstrated proficiency with the Microsoft Office Suite of software programs. Ability to function independently and as a team player in a fast-paced environment. Ability to flexibly work assigned hours as necessary to complete trainings.
Preferred: Experience in healthcare. Experience with developing and implementing procedures and protocols. Epic Training Certification.
Physical Requirements: May sit, stand, stoop, bend, and ambulate intermittently during the day. May need to sit or stand for extended periods. See in the normal visual range with or without correction. Hear in the normal audio range with or without correction. Finger dexterity to operate office equipment required. May need to lift up to twenty-five (25) pounds on occasion. Ability to communicate in face-to-face, phone, email, and other communications. Ability to see computer monitor and departmental documents. Apply
Biweekly Hours: 80.00
Shift: 8:00-4:30
The MetroHealth System is redefining health care by going beyond medical treatment to improve the foundations of community health and well-being: affordable housing, a cleaner environment, economic opportunity and access to fresh food, convenient transportation, legal help and other services. The system strives to become as good at preventing disease as it is at treating it. Founded in 1837, Cuyahoga County's safety-net health system operates four hospitals, four emergency departments and more than 20 health centers.
Summary:
Develops, updates, and leads training content and activities related to Epic front-end applications, customer service, phone skills, and other MetroHealth applications and workflows, and ensures that those activities prepare end users to perform front-end functions such as scheduling, registration, check in, and patient request management. Stays current on adult learning methods. Collaborates with Human Resources and front-end operational teams to align training schedules with new hire needs. Ensures that training content is up to date by partnering with Information Services and front-end operations teams to stay current on workflows and technical capabilities. Develops training activities that contribute to positive patient experiences. Upholds the mission, vision, values, and customer service standards of The MetroHealth System.
Qualifications:
Required: Bachelor's degree in Organizational Development, Business Administration, or another related field. In lieu of degree, 3 years of job-related experience in addition to the experience noted below will be considered. 2 years of training experience that includes instructional design and developing training materials and courses. 2 years direct experience with Epic Prelude and Epic Cadence in a physician practice, clinic, or hospital operations. Experience creating and developing training programs, including designing training tools. Experience delivering and assessing training programs and contributing to quality assurance programs. Experience working with communications practices, principles and procedures for both on-site and on-line presentations, including working with multi-disciplinary groups. Ability to develop and deploy complex computer and/or software application adult learning and training curriculum. Self-motivated, detail-oriented, hands-on self-starter with the ability to multi-task and set priorities. Excellent written, verbal, and interpersonal communication skills, Strong motivational skills. Strong customer service and leadership skills. Demonstrated proficiency with the Microsoft Office Suite of software programs. Ability to function independently and as a team player in a fast-paced environment. Ability to flexibly work assigned hours as necessary to complete trainings.
Preferred: Experience in healthcare. Experience with developing and implementing procedures and protocols. Epic Training Certification.
Physical Requirements: May sit, stand, stoop, bend, and ambulate intermittently during the day. May need to sit or stand for extended periods. See in the normal visual range with or without correction. Hear in the normal audio range with or without correction. Finger dexterity to operate office equipment required. May need to lift up to twenty-five (25) pounds on occasion. Ability to communicate in face-to-face, phone, email, and other communications. Ability to see computer monitor and departmental documents. Apply
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