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UPMC University of Pittsburgh Physicians is hiring a Full-Time Training Specialist to help support Scheduling Services.

Hours: Monday-Friday, between 8:00 am to 5:00 pm

Purpose:

Under the general direction of the Manager, Training & Quality Assurance, the Training Specialist, Scheduling Services will ensure a World Class, patient-centric experience of Service Excellence through every interaction with UPMC Scheduling Services. This patient-centric experience will align with not only the Scheduling Services Mission & Vision but the UPMC Core Values, creating an Industry Leading patient experience during each and every interaction. The Training Specialist, Scheduling Services will act as a leader, mentor, and role model at all times, while planning, designing, coordinating, and delivering training to new hires, Contact Center Specialists, and staff within UPMC Scheduling Services. This includes providing assessments for the new hires while in training and providing them with support and coaching needed as new employees. The Training Specialist is responsible for creating and maintaining various training modules on all UPMC Scheduling Services systems and processes, ensuring best practices in support of a patient-centric culture, aligning to UPMC core values. The Training Specialist, Scheduling Services will collaborate with all UPMC business units and leadership to support implementations, as well as coach and mentor users to support and / or lead optimization projects related to UPMC Scheduling Services operations.

Responsibilities:

+ Provide a World Class patient experience, focusing on Service Excellence and one contact resolution with each and every patient interaction. Assist Scheduling Center Leadership with the management of call volume including inbound calls, outreach calls, written communication, and online interactions, when required.

+ Deliver effective and thorough training related to UPMC Scheduling Services systems and phone systems. Establish efficient guidelines to determine the mix of virtual and in-person training offerings and / or courses based on necessity and business need. Assist with Train the Trainer sessions as necessary, both in-person and virtual.

+ Maintain a training calendar, and secure training facilities, as necessary. Assist with the development and maintenance of electronic education materials for virtual learning. Assess and respond to requests related to training matters, including requests for training from our business partners.

+ Assist in the development of new training materials by attending process flow meetings or participating in system testing. Produce quick tips, memos, and other training documentation to provide information related to system enhancements and modifications. Facilitate and track the annual review for all training materials utilized by the department, including the potential revision.

+ Make recommendations to UPMC Scheduling Services Leadership regarding new program requirements and costs. Coordinate all aspects of the training process, including industry research, materials development, program delivery, student testing, and assessment. Distribute surveys to assess the effectiveness of the training department and ensure continuous improvement / lessons learned.

+ Prepare training materials for upcoming training sessions, ensuring that an adequate supply of handbooks are readily available. Tracking all requests in the Learning systems and ensure training records are in-tact for audits, including sign-in rosters and employee participation documentation.

+ Accountable for collaborating with all Department Managers, Physician and Hospital Key Division and Executive Administrators across UPMC to provide consistent and effective training tracks with a focus on virtual learning and implementation support, as well as classroom learning.

+ Maintain a positive classroom environment for new hires and staff members at all times, supporting the UPMC Scheduling Services patient-centric experience, as well as the skills, knowledge, and capabilities of employees.

+ Develop and implement the departmental policy, procedure, and standard operating guidelines regarding training / education, assisting with overall Scheduling Services policy and procedures, as needed.

+ Bachelor's Degree preferred with 3 years of relevant experience and at least one year of experience in delivery of staff training, mentoring, coaching or related experience.

+ Staff Management experience preferred.

+ Thorough knowledge of effective presentation techniques.

+ Experience in designing education programs preferred.

+ Experience in methods and techniques of adult education with demonstrated success.

+ Ability to keep team engaged and recognize when to re-engage.

+ Service Excellence as a way of thinking and the attitude that is portrayed.

+ Ability to help others embrace the spirit of service.

+ Leadership skills to manage and motivate team members to provide a high level of service excellence.

+ Proven success in finding innovative solutions to enhance the patient experience.

+ Previous soft skills training preferred.

+ Must demonstrate strong organizational, interpersonal, and communication skills (both written and oral), as well as the ability to effectively problem solve.

+ Must be highly flexible, demonstrating strong leadership and critical thinking skills and able to function in a high-pressure environment with very little direct supervision.

+ Process improvement and project management experience required.

+ Proficient in Microsoft Office Products is required. **Licensure, Certifications, and Clearances:**

+ Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran

UPMC has a Center for Engagement and Inclusion that is charged with executing leading-edge and next-generation diversity strategies to advance the organization’s diversity management capability and its national presence as a diversity leader. This includes having Employee Resource Groups, such as PRIDE Health or UPMC ENABLED (Empowering Abilities and Leveraging Differences) Network, which support the implementation of our diversity strategy.