Training & Quality Consultant II-28265

Responsibilities

• Delivers new hire training in scheduling, registration, Epic, revenue cycles, including the use of telephony platform, CRM, webchat, and other applications.
• Designs and maintains training materials, including knowledge articles, guides, presentations, and exercises.
• Develops tutorials that guide end-users through the usage of diverse applications, simplifying complex tasks.
• Generates high-quality documentation tailored to different user groups, ensuring information is clear and effective.
• Acts as a point of contact for knowledge-related inquiries and provides guidance to employees seeking information or resources.
• Analyzes existing source content and transforms it into well-structured step-by-step instructions and user-friendly documentation.
• Conducts reviews and updates of existing documentation to ensure accuracy and consistency, and makes revisions as needed.
• Continually enhances training materials, methodologies, and content, keeping them aligned with evolving industry standards and technological advancements.
• Collaborates with management teams to identify associate training needs and incorporates them into one-time or ongoing training programs.
• Acts as a coach and mentor, providing guidance and support to team members, while actively participating in the training of Level 1 personnel to enhance their skills and capabilities.
• Develops and refines departmental quality monitoring standards and guidelines, ensuring continuous improvement and alignment with industry best practices.
• Conducts audits and identifies themes and trends in the root cause of errors to facilitate proactive problem-solving and process improvement efforts.
• Documents operational improvement opportunities and learner questions during training.
• Follows up with leaders to summarize training content and skill levels demonstrated.
• Assists in project leadership, contributing to scoping, planning, execution, and closure phases, ensuring adherence to project timelines and deliverables.

Qualifications

• Bachelor’s Degree or 5+ years of related experience in progressive roles.
• Three (3) years’ training or teaching, or business coaching experience.
• Three (3) years’ experience working with EPIC or other Electronic Medical Record System in practice or Access Center environment.
• Experience in Sales Force or other Customer Relationship Management Software.
• Experience in creating training manuals or knowledge articles.
• Experience in Service Now or similar digital platforms used for managing workflows, requests, and services across an organization.
• Experience leading cross-functional projects with defined scope and timelines.
• Unique combinations of both hard and soft skills to prepare, analyze, and present data to various audiences.
• Excellent written and verbal communication skills, capable of translating complex technical concepts into user-friendly language.
• Strong attention to detail and an aptitude for organizing information logically.
• Strong organizational skills & ability to multitask and prioritize.
• Proficient in Medical Terminology and HIPAA.
• Excellent MS Office skills.
• Strong interpersonal skills with the ability to motivate and build relationships.
• Able to communicate with many different customers and seek solutions to move the organization forward.
• Able to make independent decisions in problem solving.
• Able to prioritize own work.
• Able to work well with individual associates.
• Able to work well in a team.
• Able to work varied hours in a 24-hour day.
• Able to participate in process improvement initiatives.
• Two (2) years’ revenue cycle experience.
• EPIC certification or EPIC credentialed trainer.
• Experience with Automated Call Distribution systems (Cisco preferred).