Clinic Patient Access Center Educator

Job Description

Salary -

Overview

Full Time Employees of Confluence Health receive a wide range of benefits in addition to compensation.

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Summary

This position is responsible for training all new CPAC staff and supporting experienced employees to improve their performance. Duties include creating educational material, conducting training sessions, identifying skill gaps, and ensuring that staff members stay motivated. Position will develop, update, and deliver training materials for new hires while coordinating ongoing rotating classroom sessions and training schedules. This position will also lead any recurrent training classes and new process improvement update training. This position will oversee and lead the CPASIII’s in floor training duties. This position will be a credentialed team member to teach our team members Epic.

Position Reports To :  Registration Program Manager.

Essential Functions

Train new hires on CPAC processes and procedures, including appointment scheduling, cancellations, triage, medication refills, internal physician communication, customer service protocols, department metrics, and de-escalation techniques. Train on applications such as EPIC, Triage Logic, SharePoint, and other relevant programs.Develop and lead a comprehensive training program incorporating classroom sessions, assessments, computer-aided learning, call observation, and floor training. Prepare training materials and onboarding folders, and implement onboarding and training schedules.

Utilize a mix of training methods such as role-playing, simulations, and interactive e-learning modules to engage trainees and cater to different learning styles.Collaborate with internal and external departments to ensure phone and program / application functionality. Submit Help Desk tickets for ACD user IDs, Epic Access, and 1Call program for CPAC and Switchboard staff.Ensure agents are proficient in using all relevant call center technologies and software, with regular updates and training on new tools.Regularly monitor calls to diagnose skill gaps and optimize training efforts. Use performance metrics to track the effectiveness of training programs, including monitoring call quality and customer satisfaction scores.Provide feedback and coaching on call and data quality for all CPAC staff. Focus on developing essential soft skills such as communication, empathy, and problem-solving.Foster a positive and motivating training environment, recognizing and rewarding progress and achievements.Promote open communication and collaboration among trainers, agents, and other departments.Be adaptable to changes and flexible in training approaches to meet the evolving needs of the call center and its staff.Perform other duties as assigned.

Demonstrate Standards of Behavior and adhere to the Code of Conduct in all aspects of job performance at all times.

Qualifications

Required :

High School diploma or equivalent GED.1-2 years of experience in a CPASIII or CPAS Lead role, or 1-2 years of recent training experience within Confluence Health.Credentialed Epic trainer for the Clinic Patient Access Center within 1 year of hire.Effective teaching and communication skills.Ability to work in a fast-paced and constantly changing environment with strong customer service principles and practices.Excellent interpersonal and communication (oral and written) skills.Proficient data entry, numeric, typing, and computer navigational skills. Proper grammar and spelling are essential.

Desired :

Experience working with computerized systems.Knowledgeable of Medical Terminology.Working knowledge of Microsoft Office Suite.

Physical / Sensory Demands

O = Occasional, represents 1 to % or up to minutes in a 2 hour workday.

F = Frequent, represents to % or up to 1 hour of a 2 hour workday.C = Continuous, represents % to % or up to 2 hours of a 2 hour workday.

Physical / Sensory Demands For This Position : Walking - OSitting / Standing - CReaching : Shoulder Height - OReaching : Above shoulder height - OReaching : Below shoulder height - OClimbing - OPulling / Pushing : pounds or less - OPulling / Pushing : pounds to pounds - OPulling / Pushing : Over pounds - OLifting : pounds or less - OLifting : pounds to pounds - OLifting : Over pounds - OCarrying : pounds or less - OCarrying : pounds to pounds - OCarrying : Over pounds - OCrawling / Kneeling - OBending / Stooping / Crouching - OTwisting / Turning - ORepetitive Movement - C

Working Conditions :

You will work in an office setting, seated in a cubicle, where your interactions with patients and clinical staff are conducted via telephone, MyChart, and other approved communication methods. You will be responsible for training both new and experienced co-workers as needed. Job Classification : FLSA : Non-exempt Hourly / Salary : Hourly Physical Exposures For This Position : Unprotected Heights – NoHeat – NoCold – NoMechanical Hazards – NoHazardous Substances – NoBlood Borne Pathogens Exposure Potential – NoLighting – NoNoise – YesIonizing / Non-Ionizing Radiation – NoInfectious Diseases – No