Ambulatory Access Services Trainer

The Ambulatory Access Services trainer will ensure standardized training and onboarding of new PASR employees to ensure consistent patient experience across the centralized ambulatory teams. The trainer will be the primary preceptor/evaluator for onboarding employees in Ambulatory Access Services.

This position will assist with the development and delivery of high-quality training for newly hired PASR staff, to support successful integration into the centralized, standardized team which includes the Integrated Health Record (Epic), Unified Communication System (Genesys), OnBase, RightFax, and other technology which supports operational workflows. This requires a coordinated and collaborative approach with multiple departments, including our Information Technology Group (ITG), Healthcare System Analyst Team (HSAT), Ambulatory Access Support (AAS), Professional Services, among others. The Trainer will work in collaboration with the Senior Learning and Development Analyst as well as with internal and external subject matter experts to develop, maintain and deliver training courses to learners. The Trainer is responsible for designing and customizing materials based on the audience. Assists with the day to day workflow needs of the team while working to identify gaps in alignment with best practices and incorporates strategies into training to assure OHSU staff are providing outstanding patient care.

Training Development and Delivery

• Responsible for achieving an in-depth understanding of all operational systems, OHSU policies and procedures, and approved OHSU workflows to facilitate instructor-led training for OHSU and our affiliates and partners.
• Effectively manage virtual instructor-led training course by:
• Demonstrating high level classroom management skills for virtual setting
• Utilizing effective communication skills
• Assessing the learner(s) needs and modifying teaching approach to accommodate different learning styles.
• Incorporating knowledge of Adult Learning Theory in order to keep learners engaged and present all necessary information.
• Uses specialized knowledge regarding EpicCare end-user functionality and workflows for clinical staff working in the ambulatory settings to answer learner questions.
• Solicit learner feedback and address areas for opportunity.
• Collaborates with the Ambulatory Access Services leaders to ensure the overall consistency and effectiveness of training.
• Contributes to the design of training materials, handouts, lesson plans, on-line modules and presentation materials based on the leadership of the Ambulatory Access leadership.
• Contributes to the design and administration of course assessments that accurately assess competency of learners.
• Demonstrates customer service excellence in accordance with OHSU policies and procedures
• Leads virtual classroom training using adult learning theories to provide PASR staff with knowledge skills, and abilities to successfully perform at a high level in a complex and fast paced ambulatory environment.
• Deliver retraining and process reinforcement for employees identified by supervisors as needing skill or procedure remediation.
• Training methods include:
• Simulation of workflow processes
• Scenarios
• Practice in Epic sandbox
• Lectures provided by subject matter experts and educators
• Hands on skill demonstration and competency sign off

Training Coordination

• Manages general email box to assist leaders with new hires, answer questions regarding classes
• Manages all guest speakers.
• Manages training schedules for new hires.
• Coordinates with Ambulatory Access Services leaders and admin support on schedules for new hire onboarding plan
• Coordinates shadowing schedules
• Manages all logistics related to training

Other Duties

• Acts as resource and trainer to current staff when new workflows are introduced
• Provides individualized support in 1:1 training environment and support to operations upon request.

• Bachelor’s degree in related field or equivalent experience; AND
• 1 year experience providing training, course design and web development including online courses, instructional design, technical writing, and understanding of theories, tools and methods of adult learning; OR
• An equivalent combination of education and experience; AND
• Strong presentation skills or public speaking experience 

• Demonstrated ability as a skilled adult educator/trainer. OR
• Demonstrated ability as a skilled teacher
• Demonstrates effective time management skills.
• Ability to be self-motivated while still working effectively as part of a collaborative team.
• Ability to proactively pursue problem resolution to satisfy customer needs.
• Extensive analytical skills and the ability to clearly communicate decisions, procedures, processes, and technical information.
• Exceptional interpersonal, customer relations and communication skills.
• Experience managing a classroom
• Experience working in a healthcare setting.
• Experience training end users on use of an electronic health record, preferably Epic.
• Experience training Epic Cadence application.
• Knowledge of Unified Communications programs, preferably Genesys.
• Experience training to centralized standard processes.
• Experience training in an Ambulatory environment
• Experience training insurance and registration workflows
• Excel
• PowerPoint
• Adobe
• Outlook
• Teams
• OneNote
• SharePoint
• Epic EHR
• Genesys
• OnBase
• RightFax
• Demonstrated ability to create tip sheets and guides for end users
• Epic Cadence certification or proficiency 

• This position requires sitting for at least 2 hours at a time. Heavy use of computers and multi-line phones. Ability to lift and carry 25 pounds. Ability to speak clearly, demonstrate patience and understanding of learner needs. Must be able to deal with competing needs and priorities of internal customers. Must be able to work independently from a remote location.  
• Ability to stand or sit from four to eight hours a day.  Ability to lift up to 20 pounds.
• Repetitive use of keyboard