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Trainer/Instructor – Patient Connection Hub (Lexington, KY)

Baptist Health Louisville

This is a Full-time position in Lexington, KY posted June 10, 2021.

Baptist Health strives to cultivate a close-knit, positive and professional environment that encourages our employees to want to come to work every day.

When you choose Baptist, you have an opportunity to play a role in providing compassionate, quality care that makes a difference in the lives of our patients and promotes joy throughout our communities.

Job Description:

The Patient Connection Hub (PCH) is designed to be a premier health contact center that provides patients, families and referring physicians multiple pathways to connect to Baptist Health. The goal of the PCH is to deliver a high-quality and integrated Baptist experience; ultimately ensuring that patients receive the correct care, from the appropriate provider in the right timeframe.

The PCH Trainer is responsible for facilitating new employee and ongoing staff training on Epic Ambulatory, registration/scheduling applications and operational processes. The Trainer should have a thorough understanding of the relevant Epic applications, third-party systems, and both patient access and call center operational workflows. Responsibility includes coordinating with the Epic Ambulatory, Technology, BHMG Training and Support teams as well as the Manager(s) of the PCH scheduling team(s). The Trainer must also successfully complete the Epic Credentialed Trainer program. The trainer is also responsible for creating tip sheets and identifying training opportunities.

The Patient Connection Hub is located at 2525 Harrodsburg Road, Lexington, KY 40504.

Responsible for facilitating exceptional training content relevant to a diverse group of employees and skill sets

  • Develops training materials for ongoing employee education related to Epic Ambulatory applications (e.g., Cadence, MyChart) and operational process related to call center, patient access, and financial clearance workflows.
  • Designs and creates reference materials (e.g., handouts, job aids, workflow guides) for new and existing employees on operational process and Epic ambulatory applications.
  • Works with PCH leadership and/or other Baptist trainers to develop written procedures and training materials to guide, clarify and support the staff in their individual roles.
  • Identifies ongoing training needs for new and existing employees.

Coordinates and facilitates the delivery of training to new employees and current staff

  • Delivers training courses to new and existing employees via an in-person classroom setting and/or Webex, provides on-the-job training and performs validation testing.
  • Plays an active role in understanding business and system optimization initiatives.
  • Organizes new staff orientation and ongoing training for staff.
  • Teaches staff to effectively prioritize, manage time, make good decisions, conduct proactive follow-up and document clearly, concisely and completely.
  • Leads and supports employees to accomplish all job objectives, inspire confidence and motivation.

Works with PCH Manager(s) to understand scheduling-based team progress and staff improvement areas

  • Observes staff to identify skill deficiencies, process problems and procedural misunderstandings.
  • Captures themes and develops targeted education to address these improvement areas. Works with BHMG Practice Managers to capture feedback and understand applicable growth areas from the practice-perspective for the PCH scheduling-based team.
  • Evaluate individuals and PCH overall performance to ensure training is meeting business needs and improving patient access.

Other duties assigned management.

Minimum Education, Training, and Experience Required

  • Bachelors degree in business, education or healthcare related field strongly preferred.
  • Working knowledge of Epic and patient access processes strongly preferred.
  • Working knowledge of Microsoft Office products required.
  • Minimum of 3 years of healthcare operations experience in a physician practice or hospital administration position preferred.
  • Knowledge of financial analysis tools and computer skills.
  • Must successfully complete the Epic Credentialed Trainer program.

Skills and Abilities Required

  • Excellent inter-personal, time management skills and follow through
  • Excellent leadership, analytical and project management skills as demonstrated by ability to manage personnel and identify technical issues.
  • Excellent communication and interpersonal skills as well as the ability to work effectively and diplomatically with employees, healthcare providers, patients, and medical group leadership.
  • Demonstrated passion for leading and developing people as well as promoting excellent customer service.
  • Demonstrated successful leadership skills in program execution and people management.
  • Excellent planning, critical thinking, and time management skills.
  • Demonstrated ability to create exceptional written content and visual training materials
  • Ability to constantly move from department to department, building to building and to sit for prolonged periods of time.
  • Able to communicate verbally using an advanced level vocabulary and to communicate in written work, using advanced written skills.
  • Must have exceptional follow up skills.
  • Available to facilitate and/or participate in early morning, evening meetings, and Saturday projects as needed.

If you would like to be part of a growing family focused on supporting clinical excellence, teamwork and innovation, we urge you to apply now! Find out more about Baptist Health here,

Baptist Health is an Equal Employment Opportunity employer.

If you would like to be part of a growing family focused on supporting clinical excellence, teamwork and innovation, we urge you to apply now!

Baptist Health is an Equal Employment Opportunity employer.