Access Training Specialist

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Entity: Clinical Practices of the University of Pennsylvania (CPUP)

Department: Access Center

Location: 3535 Market Street, Philadelphia, PA

Hours: Full-Time

Summary:

• The Access Training Specialist (ATS), with support/guidance from the Workforce Development Manager and Learning and Quality Specialists, will design, develop, deliver, and evaluate department-level training and job support materials in the Penn Medicine Access Center (PMAC). ATS staff will be responsible for conducting onboarding training, department cross-training, remediation training, and performance improvement training. ATS staff will be responsible for trainees meeting defined learning goals, meeting training timelines, and maintaining records of trainee performance. This professional will also participate in PMAC's Call Quality Assurance program, Variance Reporting program, attend/lead PMAC department meetings, and provide phone support as directed.

Responsibilities:

• Plan and deliver new hire on-boarding training for the Access Orientation Program (AOP) in all assigned POD skills.
• Coordinate training with appropriate Learning and Quality Specialists and PMAC Management to ensure training meets PMAC business needs.
• Plan and deliver cross-departmental training for existing staff in all assigned POD skills. Coordinate training with appropriate Learning and Quality Specialists and PMAC Management to ensure training meets PMAC business needs.
• Conduct training in multiple formats including classroom-style instruction, small group instruction, and/or 1:1 shoulder to shoulder instruction as needed to meet PMAC business needs.
• Create and maintain up to date instructional materials including, but not limited to, training curriculums, schedules, assessments, job aids, visual aids, and multimedia. Brands all materials to Penn Medicine standards.
• All training provided adheres to the defined set of instructional standards, meets the defined metrics on trainee survey results, and supports PMAC business initiatives.
• Maintain trainee performance records and documentation during all training. This includes communicating trainee concerns, skills checklists, and MRN trackers to appropriate Learning and Quality Specialists and PMAC management.
• Collaborate with Learning and Quality Specialists, PMAC Management, Access Services Associates, and Access Training Specialists to ensure sharing of best practices, templates, and subject matter expertise.
• Responsible for gaining, and maintaining, subject matter expertise in all assigned POD skills, Access Center technologies, and tools provided to PMAC staff through collaboration with PMAC management and staff.
• Attend all assigned POD department meetings and stay abreast of all departmental updates. Provide instruction in staff meetings as requested by PMAC leadership.
• Conduct training for Individual and/or small group staff remediation based on defined performance metrics, Quality Assurance evaluations, and reported variances.
• Provides phone support during defined peak hours when not conducting training. Provides phone support during side-by-side training activities. Exceeds expectations of defined performance metrics, quality standards, and variance rates while providing phone support.
• Support PMAC leadership in variance file management as needed.
• Support PMAC leadership and Learning and Quality Specialists in Quality Assurance evaluations as needed.

Education or Equivalent Experience:

• H.S. Diploma/GED (Required)
• 2+ years HealthCare Experience in EPIC supporting patient scheduling AND training experience (Required)
• OR Associate of Arts or Science AND 1+ years HealthCare Experience in EPIC supporting patient scheduling AND training experience
• OR Bachelor of Arts or Science AND 0-1 years HealthCare Experience in EPIC supporting patient scheduling AND training experience

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

---