Job Description

Position Summary

The Patient Connection Hub (PCH) is designed to be a premier health contact center that provides patients, families and referring physicians multiple pathways to connect to Baptist Health. The goal of the PCH is to deliver a high-quality and integrated Baptist experience; ultimately ensuring that patients receive the correct care, from the appropriate provider in right timeframe.

The PCH Manager of Training and Quality is responsible for developing/building training content and facilitating new employee and ongoing staff training on multiple systems including: Epic, Finesse, Cisco, OnBase, etc. The manager will be responsible for developing and organizing training content relevant to a diverse group of employees and skill sets. Responsibility includes coordinating with the Epic Ambulatory, Technology, BHMG Training and Support teams as well as the Manager(s) of the PCH scheduling team(s). The Instructor must also successfully complete the Epic Credentialed Trainer program.

Position Responsibilities

Develops exceptional training content relevant to a diverse group of employees and skill sets for each specialty within BHMG.

Develops training materials for initial and ongoing employee education related to Epic Ambulatory applications (e.g., Cadence, MyChart) and operational process related to call center, patient access, and financial clearance workflows.

Manage, designs and creates reference materials (e.g., handouts, job aids, workflow guides) on operational process and Epic ambulatory applications.

Works with PCH leadership and/or other Baptist trainers to develop written procedures and training materials.

Identifies ongoing training needs for new and existing employees.

Develops and manages cross training initiatives.

Develops training, coaching and mentoring programs to aid employee development and understanding of technology and operational workflows (including customer service, insurance verification, etc. trainings).

Delivers training courses to new and existing employees via an in-person classroom setting and/or Zoom. Provides on-the-job training and performs validation testing.

Organizes new staff orientation and ongoing training for staff.

Teaches staff to effectively prioritize, manage time, make good decisions, conduct proactive follow-up and document clearly, concisely and completely.

Leads and supports employees to accomplish all job objectives, inspire confidence and motivation.

Work with PCH Manager(s) to understand scheduling-based team progress and staff improvement areas:

Audit and Monitor coordinators phone calls and telephone encounters.

Develop one on one training or organizational training from the findings of the audits.

Manage employees behaviors, tones, and retraining.

Developed scorecards for employees.

Enforce disciplinary actions when needed.

Train the Trainers.

Develop and keep SharePoint site up to date.

Create Develop You modules for staff for retraining.

Minimum Education, Training, and Experience Required & Preferred

Bachelor’s degree strongly preferred.

Minimum of 2 years of training experience.

Minimum of 2 years of management experience.

Working knowledge of Epic and patient access processes preferred.

Working knowledge of Microsoft Office products required.

Knowledge of financial analysis tools and computer skills. 

Epic Care Ambulatory, Beacon and Cadence/Prelude experience preferred.

Excellent inter-personal, time management skills and follow through.

Excellent leadership, analytical and project management skills as demonstrated by ability to manage personnel and identify technical issues.

Excellent communication and interpersonal skills as well as the ability to work effectively and diplomatically with employees, healthcare providers, patients, and medical group leadership.

Demonstrated passion for leading and developing people as well as promoting excellent customer service.

Demonstrated successful leadership skills in program execution and people management.

Excellent planning, critical thinking, and time management skills.

Demonstrated ability to create exceptional written content and visual training materials.

Performs other duties as assigned by leadership team

Travel between the Lexington & Louisville areas to our call centers and potentially to physician offices is required. Must have reliable transportation. Will be eligible for mileage reimbursement at the standard rate set by the IRS.