Training & 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.