Rush University Medical Center
Training & Quality Consultant I-20458
Rush University Medical Center, Chicago, Illinois, United States, 60290
Overview
This position serves as a facilitator for departmental and/or organizational training, assisting in the assessment, development and delivery of training materials and curriculum. The employee will facilitate training programs and perform administrative or operational functions such as researching and developing multi-media training materials for individual, departmental, and organizational-wide presentation, and maintaining the training calendar and database. Works with intermittent supervision and review; issues involving departures from standard policies, interpretations, or procedures will be reviewed with Management. Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures. Responsibilities
Delivers new hire training in scheduling, registration, Epic, revenue cycles, including the use of telephony platform, CRM, webchat and other applications. Actively participates in training sessions and seeks mentorship opportunities to enhance skills and knowledge in training delivery and content development. Maintains training materials, including knowledge articles, guides, presentations, and exercises. Contributes to the creation of procedural and conceptual content, ensuring it is comprehensive, coherent, and aligns with healthcare industry standards. Conducts train-the-trainer sessions when needed. Facilitates and leads call calibration sessions for agents. Performs root cause analysis of errors and conducts routine quality audits on designated activities following established quality monitoring standards. Collaborates with team members to gather and analyze audit data, supporting identification of areas for improvement. Develops individual agent performance scorecards and coaches employees on opportunities for improvement. Assists with side-by-side training of new hires. Other similar and/or related duties as assigned. Qualifications
Required Qualifications
Bachelor’s Degree in Adult Education, Educational Methods, Communications, Healthcare Administration or related field, or 3+ years of related experience in progressive roles. Three (3) years of training, teaching, quality assurance or business coaching experience. Three (3) years’ experience working with EPIC Cadence in a practice or Access Center environment. Experience within a large hospital or integrated healthcare delivery system. Strong written and verbal communication skills, ability to translate complex technical concepts into user-friendly language. Strong attention to detail and ability to organize information logically. Strong organizational skills with the ability to multitask and prioritize. Proficient in Medical Terminology and HIPAA compliance. Excellent MS Office skills. Ability to learn quickly and follow through, with strong interpersonal skills to motivate and build relationships. Able to travel to multiple hospital sites, corporate settings and seminar locations. Able to work under pressure, meet tight deadlines, and communicate with diverse customers to move the organization forward. Ability to make independent decisions in problem solving and prioritize own work. Able to work well in a team and with individual associates; flexible hours in a 24-hour day. Able to participate in process improvement initiatives. Preferred Qualifications
Two (2) years’ revenue cycle experience. EPIC certification or EPIC credentialed trainer. Experience with Automated Call Distribution systems (Cisco preferred). Physical Demands
Able to do light lifting. Benefits and Other Information
Rush offers exceptional rewards and benefits. Pay range: $27.47 - $43.27 per hour. Salaries are determined by factors including education, experience, skills, internal equity, and market data. Offers may vary depending on the circumstances of each case. Benefits information available on Rush benefits page. Equal Opportunity Employer: Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. Legal and Employment Details
Seniority level : Mid-Senior level Employment type : Full-time Job function : Quality Assurance Industries : Hospitals and Health Care
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This position serves as a facilitator for departmental and/or organizational training, assisting in the assessment, development and delivery of training materials and curriculum. The employee will facilitate training programs and perform administrative or operational functions such as researching and developing multi-media training materials for individual, departmental, and organizational-wide presentation, and maintaining the training calendar and database. Works with intermittent supervision and review; issues involving departures from standard policies, interpretations, or procedures will be reviewed with Management. Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures. Responsibilities
Delivers new hire training in scheduling, registration, Epic, revenue cycles, including the use of telephony platform, CRM, webchat and other applications. Actively participates in training sessions and seeks mentorship opportunities to enhance skills and knowledge in training delivery and content development. Maintains training materials, including knowledge articles, guides, presentations, and exercises. Contributes to the creation of procedural and conceptual content, ensuring it is comprehensive, coherent, and aligns with healthcare industry standards. Conducts train-the-trainer sessions when needed. Facilitates and leads call calibration sessions for agents. Performs root cause analysis of errors and conducts routine quality audits on designated activities following established quality monitoring standards. Collaborates with team members to gather and analyze audit data, supporting identification of areas for improvement. Develops individual agent performance scorecards and coaches employees on opportunities for improvement. Assists with side-by-side training of new hires. Other similar and/or related duties as assigned. Qualifications
Required Qualifications
Bachelor’s Degree in Adult Education, Educational Methods, Communications, Healthcare Administration or related field, or 3+ years of related experience in progressive roles. Three (3) years of training, teaching, quality assurance or business coaching experience. Three (3) years’ experience working with EPIC Cadence in a practice or Access Center environment. Experience within a large hospital or integrated healthcare delivery system. Strong written and verbal communication skills, ability to translate complex technical concepts into user-friendly language. Strong attention to detail and ability to organize information logically. Strong organizational skills with the ability to multitask and prioritize. Proficient in Medical Terminology and HIPAA compliance. Excellent MS Office skills. Ability to learn quickly and follow through, with strong interpersonal skills to motivate and build relationships. Able to travel to multiple hospital sites, corporate settings and seminar locations. Able to work under pressure, meet tight deadlines, and communicate with diverse customers to move the organization forward. Ability to make independent decisions in problem solving and prioritize own work. Able to work well in a team and with individual associates; flexible hours in a 24-hour day. Able to participate in process improvement initiatives. Preferred Qualifications
Two (2) years’ revenue cycle experience. EPIC certification or EPIC credentialed trainer. Experience with Automated Call Distribution systems (Cisco preferred). Physical Demands
Able to do light lifting. Benefits and Other Information
Rush offers exceptional rewards and benefits. Pay range: $27.47 - $43.27 per hour. Salaries are determined by factors including education, experience, skills, internal equity, and market data. Offers may vary depending on the circumstances of each case. Benefits information available on Rush benefits page. Equal Opportunity Employer: Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. Legal and Employment Details
Seniority level : Mid-Senior level Employment type : Full-time Job function : Quality Assurance Industries : Hospitals and Health Care
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