Training Partner - Access Center

St. Luke's University Health Network•Allentown, PA

1d•Onsite

About The Position

The Training Partner will develop and administer new and ongoing training programs for new and existing Patient Engagement Partners in the Access Center. This role will partner with Access Center performance management and operational leads to facilitate a cohesive training curriculum.

Requirements

Bachelor’s degree in Education, Human Resources or related field required.
Minimum 2-5 years experience as a Customer Service Trainer or similar role required.
Prior experience in sales or customer service required.
Familiarity with interactive learning activities required.
Excellent communication, facilitation, and presentation skills
Focused on compliance
Demonstrates continuous growth
Quality-driven
Service-oriented
Excels at time management

Nice To Haves

Prior experience and knowledge of medical health record systems preferred.

Responsibilities

Develops training curriculum, technical and procedural proficiency, and service centric skills for clerical Access Center roles.
Tailors and facilitates multi-faceted training delivery approaches (in-person, virtual, electronic, blended, and micro-learnings) most conducive to effective learning for new hires and existing employees.
Integrates adult learning principles into training courses and supports multiple learning styles using various instruction delivery methods.
Conducts, organizes, and supports new hire orientation and foundational training courses.
Partners with other stakeholders to establish and maintain necessary training environments (physical space, technology, fictitious training environments, etc.).
Partners with Network Instructional Design and Learning Technologies Department to leverage SLUHN’s learning management system (LMS) for training program development, delivery, and reporting needs, as appropriate.
Ensures training content and materials (i.e., knowledge base articles) represent current processes, technology, and clerical responsibilities.
Partners with operational leaders and Quality Assurance team to identify team skill and knowledge gaps and facilitate new or additional training sessions.
Conducts role-playing to facilitate learning and development of interpersonal skills (e.g., negotiation, teamwork and conflict management).
Authors and maintains skill development modules and job aids.
Assists with instructional design and development projects.
Coordinates logistics and timing of classes and class registrations.
Develops and maintains competency testing and documentation.
Other duties as assigned