Under the guidance of the Practice Manager for Patient Access and Experience, the Educator/Trainer oversees quality assurance and training for registration and scheduling in the Patient Access Department. This role requires comprehensive knowledge of all policies and procedures, daily audits of registrations and scheduled procedures, and the provision of initial and ongoing training for staff. Audit results are reported monthly to staff, the Practice Manager, and/or Supervisors for Patient Access and Experience. The Educator also maintains various reports, including Key Performance Indicators, as requested.

Additionally, the Educator organizes at least one department-wide training session each quarter for registration staff and provides ongoing one-on-one education for team members, focusing on areas identified through daily audits. They hold conferences with staff not meeting quality expectations, offering timely feedback and opportunities for improvement. Staying current on Patient Access issues, the Educator updates staff as needed and fosters positive relationships with subordinates, peers, managers, and supervisors. They demonstrate initiative and resourcefulness in work processes, promptly report any errors or potential compliance issues to Corporate Compliance, and ensure corrections are made. The Educator also supports the organization’s values, objectives, decisions, and policies with a cooperative attitude.

Key Results: 

Improved Patient Care:

Enhanced training for PAS/Referral Agent staff leads to better patient outcomes. Continuous education on the latest medical practices and technologies. Alignment with St. Peter’s Health Values: This supports our unwavering commitment to driving excellence through learning, innovation, and continuous improvement.

Staff Development and Retention:

Ongoing professional development opportunities increase job satisfaction and retention. Mentorship and support for new staff, reducing turnover rates. Alignment with St. Peter’s Health Values: Empowering and investing in our people to help them grow and thrive is at the heart of what we do.

Operational Efficiency:

Streamlined onboarding processes for new hires. Reduced errors and improved compliance with healthcare regulations. Alignment with St. Peter’s Health Values: Stewarding resources wisely to fulfill our mission is essential for our continued success.

Enhanced Educational Programs:

Development of specialized training programs tailored to clinic needs. Increased capacity to offer continuing education in customer service, insurance training, and ongoing EMR updates and education.  Alignment with St. Peter’s Health Values: Inspiring collaboration to cultivate joy, pride, and a sense of belonging among our staff

Key Competencies:

Teaching and Training: Experience in training staff and providing educational support.  Customer Service Skills: Demonstrated ability to deliver exceptional customer service and enhance patient satisfaction. Epic Knowledge: Epic Certified within one month of employment. Proficient in the management of patient information and workflows. Knowledge of Patient Flow and Processes: Understanding of how to optimize patient flow and improve access to services. Systems Thinking: Ability to see the big picture and understand how different parts of the system interact.

KNOWLEDGE/EXPERIENCE: Demonstrated strength in professional and interpersonal communication skills (written, verbal, electronic).  Knowledge of computer programs: Microsoft Office 365, Epic, or other HCIS, is strongly preferred.  A minimum of 5 years of experience in a healthcare setting, or a combination of education and experience, is preferred.  Excellent organizational and motivational skills.  Strong interpersonal and communication skills.

EDUCATION: High School diploma required, Associate’s degree or higher preferred.

LICENSE/CERTIFICATION/REGISTRY:  None

Aptitudes: Ability to work independently with minimal direction, manage multiple tasks, perform detailed assignments, and manage and disseminate information with accuracy.  Knowledge of organizational systems, the ability to identify system problems.