Address
Form of workLocation: Chicago, IL
Hospital: RUSH University Medical Center
Department: Rush Access Center - Office
Work Type: Full Time (Total FTE between 0. 9 and 1. 0)
Shift: Shift 1
Work Schedule: 8 Hr (8:00:00 AM - 4:30:00 PM)
Summary:
This position serves as a facilitator for departmental and/or organizational training, assisting in the assessment, development and delivery of associated training materials and curriculum. The employee will facilitate training programs, performing assorted administrative or operational functions such as assisting in the research and development of multi-media training materials for individual, departmental, and organizational-wide presentation and maintaining the training calendar and database. Works with intermittent supervision and review; work problems involving departures from standard policies, interpretations, or procedures will be presented to the Management for review and direction on resolution. Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures.
Responsibilities:
Develops and maintains new hire orientation training and guidelines for to ensure successful on-boarding.
Uses expert level knowledge and guidelines to develop training materials, answer system and workflow questions, and deliver training programs.
Develops and delivers customer service and telephone skills training; including the use of Cisco telephony platform, CRM, webchat and other applications.
Assists management teams with identifying associate training needs and incorporating into a one-time or on-going training program.
Provides pre- and post- training competency tests to ensure associates have acquired knowledge and/or skill(s) to perform job roles and responsibilities. Grades tests and follows up with associates who score below Department defined acceptable levels.
Follows up with leaders to summarize content covered and skill level demonstrated during training. Discusses potential needs for additional training with leaders.
Periodically audits calls to identify training opportunities to improve performance of employees.
Collaborates with the Access Leadership to optimize training methods and materials;
Continually works to assess needs and develop training solutions that can be integrated into existing training modules or in the development of new modules
Refines training curriculum and integrates QA observations into group and one-on-one training and coaching sessions.
Manages the class climate with ground rules and ensures learning environment is open, engaging, challenging, and geared to an adult audience.
Participates in new practice implementations, identifying and developing new or revised training materials as needed.
Assures new users successfully complete all requirements, have appropriate security to perform their job, and understand compliance policies around HIPAA and confidentiality.
Documents operational improvement opportunities and learners' questions during training. Follows up on associate issues, by escalating or researching, and communicates resolution following training
Conducts train-the-trainer sessions when needed
Partners with subject matter experts (SMEs) to deepen knowledge of content as needed.
May coordinate with Rush Training Curriculum Committee relative to high level guidance on training strategy, Best Practices, etc.
Other duties as assigned.
Other information:
Required Job Qualifications:
Bachelor s Degree in Adult Education, Educational Methods, Communications, Healthcare Administration or related field. Or 5+ years of related experience in progressive roles.
Three (3) years training, teaching or business coaching experience.
Three (3) years experience working with EPIC Cadence in a practice or Access Center environment
Training/Certifications in Contact Center operations and technology within healthcare industry. (ASTD, CHAA)
Experience within a large hospital or integrated healthcare delivery system
Unique combinations of both hard and soft skills in order to prepare, analyze, and present data to various audiences.
Excellent communication, organizational and customer service skills
Highly collaborative
Proficient in Medical Terminology and HIPAA
Excellent MS Office skills
Demonstrated ability to learn quickly and follow through.
Strong interpersonal skills with the ability to motivate and build relationships.
Able to travel to multiple hospital sites, corporate settings and seminar locations.
Able to work under stressful conditions while maintaining professionalism.
Work will often require flexibility and meeting tight deadlines.
Able to communicate with many different customers and seeking solutions to move the organization forward.
Ability to make independent decision in problem solving.
Ability to prioritize own work.
Ability to work well with individual associates.
Able to work well on a team.
Independently develop new educational programs
Ability to work varied hours in a 24 hour day.
Able to participate in process improvement initiatives
Preferred Job Qualifications:
Two (2) years revenue cycle experience.
EPIC certification or EPIC credentialed trainer.
Experience with Automated Call Distribution systems (Cisco preferred)
Physical Demands:
Able to do light lifting
Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
