Hennepin County Medical Center
This position develops and implements consistent training and assists the Supervisors and Manager in monitoring compliance with procedures and customer service
Patient Access Services provides patients with one-stop access to the services of Hennepin County Medical Center clinics for scheduling and registration. Patient Access Services is responsible for fielding all calls that come to the clinics main line. Patients are able to make, cancel or reschedule appointments, talk to a triage nurse, get directions, process a full registration or ask general questions related to our clinic system. Currently, Patient Access Services is partnered with all Ambulatory clinics.
Assist Patient Access leadership in assessing staff training needs and dveloping and designing new training plans, orientation materials and curriculum.
Conduct employee orientation and training for individuals and groups on Epic, other IT applications, and organizational/department policies.
Handle training logistics such as room, equipment and scheduling.
Collect end user feedback and implement improvements to system design.
Assess staff level of understanding and adapt instruction to maximize learning outcomes.
Serve as a resource for Patient Access Agents and Registered Nurses.
Provide support to Patient Access Supervisors and Manager by creating and implementing tools to monitor employee compliance with performance of standardized clerical and customer service procedures.
Stay current with updates in relevant technology that require existing clerical processes to be modified.
Collect, analyze and present data and/or reports within the department or throughout HCMC.
Represent department on teams, committees, task forces or projects.
Perform other duties as assigned.
Bachelors degree in healthcare management or business management.
Minimum of three (3) years healthcare training or related service industry training experience with a customer service focus.
OR an approved equivalent combination of education and experience.
The ideal candidate will have:
Previous relevant healthcare clinical and/or IT training experience
Previous experience with Epic / Cadence
Previous experience with Epic and/or other call center software
Previous call center training and/or operation experience
Bilingual (Spanish) desired but not required
Proficiency with Microsoft Office (Excel, PowerPoint, Word & Outlook)
Strong analytical and computer knowledge and skills
Demonstrated strong communication and presentation skills