Service Lines Training and Compliance Associate

About the role

HSS is a leading hospital in orthopedics and rheumatology, consistently ranked among the top hospitals by U.S. News & World Report. We are dedicated to fostering a supportive and inclusive workplace culture where employees can thrive and grow. This role offers a dynamic environment for individuals passionate about enhancing patient care through effective training and operational excellence.

Responsibilities

• 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.
• Monitor reports, dashboards, quality audits, call quality findings, and key performance indicators to identify training opportunities, performance gaps, and compliance needs.
• 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.
• Conduct call quality reviews by monitoring recorded and live telephone interactions for adherence to service standards, workflows, policies, and compliance requirements.
• Train staff on customer service excellence, patient-centered communication, active listening, empathy, professionalism, and service recovery.
• Support initiatives that improve patient satisfaction, first-call resolution, access to care, and overall service quality.
• 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.
• Promote consistency and standardization across departments, sites, and service lines.
• Support new technologies, workflow enhancements, and operational initiatives while identifying inefficiencies and partnering with leaders to improve productivity and service quality.
• 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.
• Leverage Lean Six Sigma, change management, instructional design, or adult learning certification.