Senior Ambulatory Training Specialist (FGP) – Onsite in Manhattan

NYU Langone Health•New York, NY

9h•$84,578 - $110,250•Onsite

About The Position

The FGP Ambulatory Senior Training Specialist serves as an integral member of the Ambulatory Access Operations team and is responsible for supporting the optimization of performance and operations in the faculty group practices by leading training initiatives across the FGP that reinforce best practices, with a focus on driving and fostering a culture of patient-centered care, quality outcomes, and service excellence. This individual is responsible for assisting the Senior Training Manager in the strategic development, delivery, and evaluation of robust training materials for practice management and practice staff. The Senior Training Specialist plays a critical role in sustaining our ongoing FGP CARES Trainings and ensuring alignment across all sites and roles. The Senior Training Specialist independently leads on-site, classroom, and virtual trainings, as well as refresher courses. This individual collaborates with various FGP teams to identify ongoing training and reference needs, determines appropriate interventions, and coordinates with practice leadership and other key stakeholders to monitor trends and improvement initiatives. This role will also assist in supporting operational strategies, initiatives, and business processes throughout the ambulatory network, with a key focus on patient access, front end workflows, and patient experience.

Requirements

Bachelor's degree required
Minimum 5-7 years experience in healthcare
Demonstrated leadership skills with the ability to guide, direct, train and interact with staff and outside contacts.
Proficiency in Microsoft Powerpoint, Word and Excel
Strong conceptual and analytical abilities
Excellent written and oral communication skills.
Proficiency in common software systems.
Ability to work independently, prioritize multiple projects, and meet deadlines
Strong project management experience, with an ability to evaluate and re-prioritize rapidly and deliver results against aggressive deadlines, as part of a team and/or as an individual contributor
Qualified candidates must be able to effectively communicate with all levels of the organization

Nice To Haves

Masters degree in Health Care Administration or similar preferred.

Responsibilities

Partners with the Ambulatory Access Operations and Optimization leadership team, to identify targeted areas of focus and critical training needs. Implements key initiatives, ongoing improvements, and best practices that enhance patient access and patient experience across the FGP and our patient access services.
Supports the ongoing training needs for all FGP practice leadership and practice staff, independently leading staff, manager and leadership trainings and orientations. Focuses on ongoing design, development and delivery of manager and leadership curriculum, including monthly orientation and training classes, and ad hoc courses and programs as needed.
Incorporates and applies key principles and best practices of training design, development and delivery: Applies a variety of learning modalities that are measurable, scalable and consistent. Applies standard adult learning principles and instructional design methodologies to build creative, engaging and meaningful learning experiences - incorporating small and large group discussions, hands-on activities including scenario-based learnings and realistic role-play, videos, knowledge checks and polls, and instructional games. Ensures training and delivery is distilled to the most relevant and impactful learning points and is communicated in a way that resonates with the learner.
Provides support to the Senior Manager of the FGP Training and orientation team. Oversees the ongoing development and optimization of the various FGP orientation programs for newly on-boarded staff, managers, and directors, with a key focus on leadership development. Supports the ongoing training needs for FGP practice leads and practice staff, ensuring alignment with FGP key performance indicator, including FGP CARES and a culture of Service Excellence.
Oversees the development of robust training content and materials, presentations, tip sheets and tools, to guide and educate practice management and staff on key operational workflows, policies, quality metrics, patient experience and access-related initiatives. Designs, develops and implements a variety of learning modalities that are measurable, scalable and consistent following key principles and best practices of curriculum development and instructional design. Tracks action plans to monitor short and long-term initiatives and priorities for the FGP and the practices.
Collaborates with the FGP Epic Clinical team, providing best practice/evidence-based practice workflows for epic clinical workflows across the FGP network. Serves as a subject matter expert on front-end Epic Workflows, and FGP operating policies and procedures. Guides managers and leaders in FGP sites on training requirements, etc.
Guides on the expansion and growth of operational committees/champion workgroups and weekly FGP webex training series. Partners with FGP liaisons and key stakeholders in FGP office to develop presentations and content. Manages monthly meetings and routine follow up to ensure all practices are informed and aware.
Responsible to independently manage FGP training projects as assigned, including scoping out projects, identifying goals and objectives and creating project plans that support various patient access initiatives. Creates effective strategy implementation to drive projects to completion.
Collaborates with the FGP Senior Training Manager to support FGP Patient Access Contact Center training programs. Develops and fosters communication with peers in the Access Center, to ensure alignment and collaboration on standard training topics.
Partners with MCIT training teams to ensure training is consistent among learners, and manages the process of updating and tracking FGP courses and curriculum in FOCUS.
Partners with other members of the team on strategic monitoring of data from the front end scorecard, Epic, Vizient, Press Ganey, Find a Doctor and Mychart, to deliver targeted practice outreach in specific areas requiring service quality enhancement and process improvement.
Oversees the coordination and conducts site visits to FGP Practices, to provide on the job support for leadership and administrative staff to provide the education, knowledge and best practices needed to support ongoing success and performance.
Oversees the maintenance of the FGP intranet homepage, and is responsible for ensuring the latest FGP policies, procedures, and training materials are available for the FGP to access. Strategizes about ways to optimize the FGP presence on the intranet.
Serves as a trusted change-agent, coaching resource, and liaison to our larger Ambulatory Network and Patient Access Contact Center, offering support and assistance in creating the culture of service excellence.
Keeps up to date on the latest trends within learning delivery methodologies, adult learning principles and related areas.
Conducts research focused on trends and best practices in healthcare, through peer group facilities, online forums, vendors, periodicals and initiatives within the Medical Center.
Performs other duties as assigned.