Trainer - TMCOne

SUMMARY:

Develops and provides employee training programs for onboarding and new employee support. Performs need assessments, develops, and implements training for staff on operational best practices.  Provides a 60-day review to ensure best practices and standardized workflows are observed. Performs audits and provides necessary training for employees.  Recommends and coordinates training for established staff and new hires. Provides exceptional patient experience by delivering friendly, prompt, and quality service to TMC One’s valued patients. Obtains and hones knowledge, skills, and abilities in employee workflows for all network specialties.

ESSENTIAL FUNCTIONS:

Plans, develops, and implements training programs for employees on front and back-office workflows.

Conducts skills training for new employees.

Trains staff on obtaining prior authorizations, scheduling of procedures, sterile tray set- up, sterilization process of instruments, overdue results, and other related tasks to assist physician and patient.

Trains personnel on appropriate AIDET Protocol - Escorts patients to and from the exam room, how to take vital signs, reason for visit, and additional workflow related duties for rooming patients.

Documents all clinical interactions with patients and signs documentation via EPIC.

Performs and trains employees in clinical skills such as immunizations, medication administration, EKG’s, ear lavages, and other procedures deemed appropriate for training new staff.

Promotes effective customer services practices; exhibits excellence in-customer service through appropriate attitude and interaction with all patients, visitors, and staff; adheres to and supports team members in exhibiting the TMCH values of integrity, community, compassion, and dedication. 

Completes written workflow analysis for the purpose of training and improvement.

Performs audits, skills testing, and remediation for new employees in their first 60 days of employment.

Provides individual coaching for employees in their first 21 days of employment and provides written reports for the Management staff on progression and areas that need further development.

Supports quality improvement initiatives through team participation, process change implementations, and other activities.

Coaches staff members on how to explain all necessary compliance forms and obtain patient signatures as required by regulatory agencies.

Maintains appropriate filing systems, records, reports, and confidential files to ensure quick retrieval of information.

Assists medical caregivers with patient management, tracking and monitoring requirements. 

Trains employees on answering phones, pre-screening using appropriate triage skills, calling in prescription re-fills, calling patients with test results, and scheduling patients for next appointments.

Trains employees on Cisco phone systems including documenting telephone encounters, routing messages, EPIC In-Basket, telephone protocol timeline, triaging, and other phone operations as assigned.

Adheres to TMCH organizational and department-specific safety and confidentiality policies and standards.

Establishes positive relationships with all TMC One locations and administration.

Willing to get locally credentialed in Ambulatory EPIC.

Performs other related duties as assigned.

MINIMUM QUALIFICATIONS

EDUCATION:  High School diploma or General Education Degree (GED); or an equivalent combination of relevant education and experience.

EXPERIENCE: Preferred minimum of three (3) years of related experience and knowledge of third-party payers, AHCCCS guidelines, and EMR Systems.

LICENSURE OR CERTIFICATION: Certified Medical Assistant (CMA) and/or Registered Medical Assistant (RMA) and Cardio Pulmonary Resuscitation (CPR) certification highly preferred.

KNOWLEDGE, SKILLS AND ABILITIES:

·         Knowledge of office management practices, including billing and scheduling within healthcare.

·         Knowledge of basic computer familiarity and experience and the ability to operate basic office equipment. 

·         Knowledge of patient care protocols and practices.

·         Knowledge of general patient care practice, methods and regulations.

·         Knowledge of how to reconcile daily cash drawer and train employees on the proper process including TMC Cash Handling Policy and Procedures.

·         Ability to read, listen, and comprehend simple instructions, short correspondence, and memos.

·         Ability to write simple correspondence; ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. 

·         Ability to read and interpret documents such as safety rules, procedure manuals, and governmental regulations. 

·         Ability to effectively present information and respond to inquiries or complaints from patients and/or their representatives and the general public.

·         Ability to interpret and explain insurance benefits and patient financial responsibility. 

·         Ability to apply common sense understanding to carry out simple/detailed written or oral instructions. 

·         Ability to provide excellent customer service via phone, MyChart, and in-person.

·         Ability to communicate with positivity and effectiveness with patients, staff members, and with the general public.

·         Ability to effectively present information and respond to inquiries or complaints from employees, patients and/or their representatives, and the general public.

·         Ability to perform basic math skills including subtraction, multiplication, division, whole numbers, common fractions, decimals, and the ability to solve problems with these skills.

·         Skill in training, guiding, and evaluating staff performance and making recommendations for improvement.

·         Skills in organizing work and maintaining interpersonal relationships.

·         Skill in evaluating patient’s needs or following up with a caregiver and then providing follow-up support to patients.