Program Manager (Senior Trainer)

Job Summary

Serves as a Principal Trainer in a designated Epic application(s) or module(s). Credentials trainers on departmental courses. Assists with remediation efforts if a trainer is not successfully demonstrating competence in teaching a given class. 

Preferred Functions

• Leads the onboarding of new training specialists by guiding them through a detailed orientation plan and mentors other trainers by assisting them with questions and teaching them content and techniques that enhance their skills. 
•  A go-to resource for Instructional Designers regarding feedback on course content and in transmitting changes to other trainers. 
• Provides classroom instruction to new and existing team members on a variety of revenue cycle topics (including hard and soft skills), with emphasis on the technologies and processes team members need to know to perform their jobs.
•  Presents information using a variety of instructional techniques to meet educational objectives and regulatory compliance requirements impacting business functions. These techniques include role playing, simulation, team exercises, group discussions, videos, e-learning and lectures. Will also provide other types of training beyond the typical classroom setting, as needed.
•  Provides onsite or virtual go-live support to revenue cycle team members during implementations, affiliations, and other significant operational changes. Takes on the most challenging assignments in these situations. 
• Monitors and evaluates the effectiveness of training activities and the progress of learners; provides feedback to the Revenue Cycle Manager on team members who are particularly excelling or struggling; as well as follows-up with Instructional Designers on opportunities for adjustment to course content. May assist with development and refinement of training materials. 
• Maintains a high level of revenue cycle knowledge to provide support to existing revenue cycle team members through IT ticketing system tickets, centralized e-mail questions, SecureChat and phone discussions on designated days. Works collaboratively with other departments to resolve support issues. 
• Stays up to date with training material changes and industry/education best practices and incorporates this into training content. 
• Provides support to other areas in informatics through process validation and testing when assistance is required. 
• Represents training on project teams (e.g. IT driven) in the testing and training of new applications; provides feedback that enhances training quality and/or troubleshoots system issues. Responsible for disseminating information and changes related to the project back to the rest of the training team.

Essential Functions

• Coordinates with and maintains continuous oversight of all administrative activities in support of program.
• Ensures that operations and employees are in compliance with regulatory and/or accreditation agency standards, policies.
• Develops dashboards, action plans and other tools in order to continuously monitor key performance indicators, including but not limited to: referrals, volume, cost of care, access, quality and safety, appropriateness of care/service, fundraising, research participation.
• Participates with the team to assess, plan, and implement changes as required to achieve goals.
• Lead, manage and track improvement initiatives and program-related projects
• Serve as primary point of contact for the program for internal and external stakeholders
• Develop and maintain highly effective professional relationships with referring providers, program leader colleagues from other systems
• Organizes and coordinates all assigned functions to provide for a smooth cost-efficient operation.

Physical Requirements
Works in an office environment; requires walking, standing and long periods of sitting and computer use; intact sense of sight and hearing required.

Education, Experience and Certifications.
Bachelor’s degree required in related field, Master’s degree preferred. Consulting and/or project management experience preferred. 5 years of related experience preferred. Experience with Microsoft Office suite of tools is required. Proven track record of achieving goals timely and collaboratively. Excellent written and verbal communication