The Central Health Patient Access Quality Assurance and Trainer is responsible for training new and existing Patient Access employees such as Health Service Coordinators and Patient Access Representatives. This individual oversees and conducts call center and front desk quality assurance audits to ensure excellent customer service and patient experience. The Central Health Patient Access Quality Assurance and Trainer assesses departmental needs, assists in the development of materials and facilitates training, in a variety of settings, such as monthly staff meetings, small group setting, virtually or one-on-one. The Central Health Patient Access Quality Assurance and Trainer develops curriculum to appropriately train team members regarding Patient Access standard operating procedures for Navigation Center and Clinic Front Desk operations. This individual ensures educational materials are kept up to date and are stored in a manner accessible to Patient Access employees. The Trainer conducts call monitoring and EHR workflow auditing to ensure exceptional customer service and adherence to policies and procedures.

***Hybrid = Individuals in this position may work both at an approved off-site location and onsite at a primary location or multiple locations based on business needs

Essential Functions

• Create and maintain educational materials and compose training curriculum that is appropriate to positions considered as Patient Access based positions.
• Implement and facilitate training programs for all new and existing employees utilizing call center and EHR software.
• Design and implement skill-based competencies to be used within Patient Access operations to assist with identifying improvement opportunities.
• Develop and provide refresher training to staff members and/or other department members as needed.
• Effectively communicate verbally and in writing complex information in a manner that is easy to understand and learn.
• Adapt training materials and methodology based on the training group size method (in-person or virtual).
• Demonstrate a comprehensive knowledge of Central Health Navigation Center and Patient Access policies and procedures.
• Conduct call monitoring and provide feedback to call center and clinic site leaders.
• Conduct workflow audits for front desk operations.
• Conduct coaching sessions in partnership with team member supervisors or managers.
• In conjunction with Department Leaders, create reports to monitor the effectiveness of training and identify areas needing re-training.
• Routinely assessing training needs directly from Patient Access Representatives and Health Service Coordinators.
• Knowledge of Call Center customer service practices.
• Knowledge of Front Desk operations and practices.
• Ability to implement different teaching methodologies and strategies appropriate to the audience.
• Ability to effectively communicate verbally and in writing and the ability to present effectively to large and small groups.
• Understanding and identifying learning styles and adapting materials and communications to meet the need of the audience.
• Possess interpersonal skills and the ability to develop and maintain favorable internal relationships and partnerships at all levels.
• Ability to think critically using logic and analysis to identify strengths and weaknesses of different approaches.
• Strong attention to detail and performs task accurately and efficiently.
• Ability to work in a variety of databases/programs such as Epic, VeritySource, REDCap and SharePoint.
• Be an independent thinker, self-started, work independently and manage time to meet multiple demands and deadlines.
• Perform call reviews and identify deficiencies in understanding department policies and procedures and create training tools and resources to strengthen staff knowledge.
• Perform workflow audits and identify opportunities for increased operational efficiency, adherence to operational procedures, and optimal customer experience for patient facing individuals.
• Ensure all actions, job performance, personal conduct, and communications are always professional in manner.

MINIMUM EDUCATION: High School Diploma or equivalent (higher degree accepted)

MINIMUM EXPERIENCE:

• Five (5) years of related experience in a call center and/or clinic setting.
• 1 year experience using Electronic Medical Records software.

PREFERRED EXPERIENCE:

• 1 year experience using and/or training others on Call Centersoftware.
• 1 year demonstrated knowledge of Federal, State, and Local health coverage programs.