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Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Summary:

+ Position Summary: This position will design, develop, deliver, and evaluate training and job support reference materials in the Penn Medicine Lancaster General Health Centralized Scheduling department. The training and materials will be used for new-hire, refresher, information, and performance improvement purposes. This position will be a key participant in the department’s call quality monitoring program. Such participation includes but is not limited to: monitoring activities for center and performance enhancement, using appropriate applications to perform monitoring activities, and participating in ongoing feedback sessions with department leadership.

+ Qualified individuals must have the ability with or without reasonable accommodation to perform the following duties:

+ Assess the new hire and refresher training and job support reference needs of the Centralized Scheduling Department’s scheduling agents; designs, develops and delivers appropriate training materials.

+ Create and brand learner material to Penn Medicine Lancaster General Health standards

+ Adhere to a consistent set of standards and a proven instruction information design methodology

+ Create any of the following using standardize and branded templates: outlines, agendas, PowerPoint instruction including trainer notes , learner handouts, exercises, quizzes, scenarios, role-plays, simulations, etc

+ Develop training and job support reference materials related to job tasks spurred by patient customer interactions, use of department applications, Customer Service and human skills, patient customer interactions, and Penn Medicine Lancaster General Health programs and new initiatives

+ Based on learner and program evaluation, modifies instructional materials

+ Deliver training e.g. classroom, webinars to a designated learning audience

+ Set up maintain a class schedule for learners

+ Set up the training room, coordinate the use of equipment, materials, etc

+ Facilitate use of human and media resources in the teaching of the classes

+ Identify low performers in the classroom and communicate with department leadership as applicable

+ Maintain a consistent online file structure repository for training reference documents

+ Support frontline job performance; identify, recommend and develop appropriate quick reference and other informational documentation; identify the need for and create new reference tools

+ Participate in activities related to a standard and consistent Call Quality Monitoring program

+ Listen to customer patient calls as part of a pre-defined and regular schedule

+ Use appropriate call monitoring applications and criteria based forms

+ Coordinate with Supervisors for coaching and feedback

+ Attend calibration sessions to assure a consistent monitoring methodology

+ Communicate issues and recommendations for training and quality enhancements as needed

+ The following duties are considered secondary to the primary duties listed above:

+ Perform duties in accordance with Penn Medicine Lancaster General Health’s values, policies and procedures

+ Other duties as assigned.

Responsibilities:

Minimum Required Qualifications:

+ Associates Degree

+ Two 2 years of experience as a Customer Service Specialist, Contact Center Specialist, or equivalent role within another customer oriented organization

+ EPIC Credentialed to train CAD 102 and or CAD 112 credentialing is required at time of hire or within 12 months from date of hirePreferred Qualifications:

+ Bachelor’s Degree

+ Two 2 years in a teaching or training role

+ Two 2 years of EPIC or equivalent Electronic Medical Record experience

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

REQNUMBER: 266227