JOB SUMMARY
The Education Program Manager (EPM) is responsible for training in a healthcare business and clinical operations setting. The EPM creates, deploys, analyzes, and updates training in all patient experience areas, including employee onboarding, patient service, electronic medical record, workflow, compliance, revenue cycle, and leadership.
DUTIES AND ESSENTIAL JOB FUNCTIONS
Develop and maintain curriculum (course objectives, outline, participant guide, facilitator guide, job aids, knowledge checks, assessments, engaging activities) using adult learning principles that incorporate current education principles and business practices.
Maintained training documents, including training matrix, class roster, assessment scores, completion of required courses, attendance, process, and training materials.
Create knowledge checks and assessment questions to evaluate understanding and application of concepts to evaluate participants' skills, knowledge, and ability to perform the job.
Plan and organize all details needed to successfully facilitate a class, including technology such as arranging Microsoft Teams or Zoom sessions, conference phone lines, computers, and projectors.
Facilitate technical and compliance training to operational areas in multiple office locations using various methods such as face-to-face, distance, or a blended approach. Training delivery could be to a group as small as 3 to as large as 50 participants.
Create a positive and fun learning environment for participants while managing physical and virtual classroom sessions to ensure learning objectives are met.
Assess comprehension and understanding of learner(s) and adjust facilitation style to address needs.
Maintain business knowledge and skills by observing processes and completing side-by-side training in various departments/clinical sites throughout the practice.
Identify curriculum efficiencies, such as topics that would better serve as an online course vs. face-to-face delivery.
Host team collaboration meetings to create, test, and implement online courses and reference resources to maintain consistency of processes.
Design and conduct audits to address identified gaps in staff knowledge and inconsistencies among work processes across care sites. Track the progress of corrective training by providing data to respective Administrative Team members.
Quarterly meetings to discuss skill gaps and needs across the organization and to outline training material and implementation plan.
Required
Bachelor's degree in Education, Communications, Human Resources, or related field OR equivalent post-high school education and work-related experience
Two (2) plus years s of customer service experience and operational area experience in healthcare
Preferred
Knowledge of electronic health record systems and workflows.
Knowledge of patient engagement programs, including AIDET principles, and a proven ability to hardwire these concepts to impact the patient experience.
Knowledge of revenue cycle and other healthcare business and clinical operations