Training Coordinator

Looking to join a dynamic team at Ohio State University Physicians where excellence meets compassion?

Who we are

With over 100 cutting-edge outpatient center locations, dedicated to providing exceptional patient care while fostering a collaborative work environment, our buckeye team includes more than 1,800 nurses, medical assistants, physicians, advanced practice providers, administrative support staff, IT specialists, financial specialists and leaders that all play an important part. As an employee of Ohio State University Physicians (OSUP), you'll be an integral part of a team committed to advancing healthcare, education, and professional growth.

Our culture

At OSUP, we foster a culture grounded in the values of inclusion, empathy, sincerity, and determination. We meet our teams where they are, coming together to serve each other and our community.

Our benefits

We know that having options and robust benefit plans are important to you. OSUP prioritizes the wellbeing of our team and that's why we offer our employees a flexible, competitive benefit package. In addition to medical, dental, vision, health reimbursement accounts, flexible spending accounts, and retirement, we also offer an employee assistance program, paid time off, holidays, and a wellness program designed to support our employees so they can live their best lives. As an OSUP employee, you will be eligible for these various benefits depending on your employment status.

Purpose:  

Schedules and coordinates patient appointments across multiple departments associated with outpatient and other practices, including office visits and any testing. Uses integrated health information systems, telephone technology, and customer service skills so that the customer experiences Medical Center and its entities as an accessible, coordinated, and seamless entity. The POD Training Coordinator also has primary responsibility for Service Line training within their assigned POD.

Duties and Responsibilities:

Training and Development 50%

• Lead initial service line training for new team members, delivered in group settings and/or virtually, to support their successful onboarding into the department and assigned POD/Service Line.
• Identify training gaps and recommend effective solutions to enhance team knowledge and performance.
• Serve as the primary trainer for upskilling and cross-training efforts across service lines.

Team Support 50%

• Assist team leads by answering scheduling questions in team chats and providing day-to-day support.
• Offer guidance and assistance to colleagues as needed to foster collaboration and consistency.
• Serve as a designated Super User for system processes:
• Attend monthly Super User sessions regularly.
• Share field observations and feedback with POD leadership to support system improvements and issue resolution.
• Support the maintenance and updates of SharePoint documentation:
• Conduct regular document reviews, maintain a tracking log, and escalate necessary updates to POD leadership.
• Provide cross-coverage across multiple service lines within the POD, including both inbound and outbound calls.
• Maintain sufficient working knowledge of various service lines to perform all related tasks effectively, including:
• Floating between service lines to support inbound call volume as needed.
• Performing in-basket work, managing follow-up reports, and addressing waitlists and referral work queues.
• Monitor and manage PCC in-baskets to ensure timely response and follow-up.
• Provide additional in-basket support to service line pools as needed.

Additionally:

• Ability to perform functions using job-related software and systems.
• Travel to corporate location and other sites as necessary or required.
• Attendance, promptness, professionalism, the ability to pay attention to detail, cooperativeness with co-workers and supervisors, and politeness to customers, vendors, and patients.
• Other duties or special projects as assigned.

Requirements:

• High School Diploma or equivalent.
• Two or more years of experience or training in customer service or healthcare.
• A minimum of at least 6 months to 1 year of experience in the Scheduler 2 role.
• Proficiency in Epic, Microsoft Office, and SharePoint.

Preferences: 

• Advanced degree
• Experience working in a call center environment.
• Previous individual or group setting training or mentorship experience
• Advanced knowledge of scheduling, billing and registration systems and processes