Project Manager Epic Credentialed Trainer

SUMMARY 

The Project Manager/Epic Credentialed Trainer is responsible for developing workflow standards and training material that aligns with the mission and vision of Montage Medical Group, following the strategic work plan. The individual in this position is also responsible for delivering end-user training for physicians, advance practice providers, clinical support staff and administrative support staff as well as the management team. The Project Manager/Epic Credentialed Trainer is first point of contact for all help desk requests and is responsible for troubleshooting with the end user to confirm technical issues. This role also manages projects relating to workflow optimization, upgrades, and other operational support aligned with the strategic plan.

Montage Medical Group, part of the Montage Health system, is operated as a licensed community clinic following California Department of Public Health title 22 statutes. Montage Medical Group employs approximately 90 physicians and advance practice providers along with over two hundred support staff. The person in the position of Project Manager/Epic Credentialed Trainer must be able to perform the duties described within as well as to meet the company’s qualifications regarding education, experience, patient service, attitude, language skills, meet physical requirements, possess mathematical and computer skills.  

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Analyze the requirements of the medical group as outlined in the strategic work plan to design workflow processes to aid in meeting goals. Workflows are designed with end user efficiency in mind to seamlessly incorporate into daily work.
• Develop reliable, articulate and easy to understand training material such as classroom handouts and presentations, as well as workflow guides which are circulated via email. These workflow guides are succinct and to the point where mangers and others are able to provide on-the-fly training. 
• Deliver end-user training to all levels of the organization including management, providers as well as frontline staff. Training is conducted in a professional manner and material is relevant to the medical group and the audience. Evaluate and assess end user competence at the conclusion of training to determine whether access is granted or additional training is required
• Serve as the primary educator and support analyst. All questions and technical issues are routed to the Epic Credentialed Trainer. Troubleshoot questions to solve immediately problems which at the same time identifying areas of opportunity for longer term solutions (e.g., updated training material, improved workflows, etc.).
• Serve as the liaison between Montage Health’s HIT department and MMG’s end user for technical problems in order to identify common themes or problems which may need to be escalated to the management team.
• Routinely round on end-users in all MMG locations to provide advanced training and workflow tips.
• Maintain standardized and reliable training schedules to allow for efficient onboarding of new staff as well as retraining opportunities for existing staff.
• Timely respond to help desk requests according to MMG’s internal agreement. Work collaboratively with other MMG Epic Credentialed Trainers to support one another depending on volume of tasks or needs. Builds a high level of trust with end users
• Proactively engage in learning quarterly Epic updates and draft proposals in workflow changes, shared with executive team well in advance of the update. Support and encourage a culture of continuous improvement.
• Utilize Epic tools such as Signal and Pulse to identify areas of additional training needs (e.g., by job classification or specific people) and proactively engage in additional training efforts to improve operational efficiency and job satisfaction within the organization
• Maintain a supportive and effective relationship with the management team as well as Montage Health’s HIT department. Reliable and accessible to all departments
• Work independently, requiring no supervision. Meet deadlines and take the initiative to complete all assigned tasks.
• Project manage optimization workflows, including the development of workflows supporting new service lines or procedures. Engage with key stakeholders to ensure projects are on task and deliverables are met.
• Displays effective communication skills with vulnerable patient populations. Vulnerable populations are patients who are made vulnerable due to their:
  1. Financial circumstances 
  2. Place of residence
  3. Health
  4. Age
  5. Personal characteristics
  6. Functional or developmental status
  7. Ability to communicate effectively 
  8. Presence of chronic illness or disability
• Adheres to team-based approach in patient care.
• Adheres to patient-centered medical home policies and procedures in conjunction with NCQA guidelines. 
• Attends mandatory staff meetings and huddles.

MONTAGE VALUES

Employees of Montage Medical Group are expected to uphold the Montage Values and Service Standards. Montage Medical Group employees find joy in caring for those we service, are dedicated to coordinating care across all settings, take ownership, collaborate to deliver the highest quality care and are entrusted to serve our community with respect. 

SUPERVISORY RESPONSIBILITIES.  

This job has no supervisory responsibilities.

QUALIFICATIONS  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE 

Bachelors Degree, CPPM, and Project Management certification are highly preferred and desirable; or high school diploma with at least three years health care experience as well as experience with training and project management. Understanding of medical terminology (e.g., acronyms, CPT, ICD10, etc.) and knowledge of medical office processes. Must successfully completed Epic credentialed training and teach backs within 60 days of hire. 

Must respond courteously, sympathetically and maturely to patient needs.  Must be neat and professional in appearance.   Detail oriented and well organized. Computer literate (i.e., be familiar with a PC and Microsoft Office, Outlook, etc.)  Must be able to work under pressure and in stressful situations and must be able to work quickly when business conditions warrant.

PATIENT SERVICE, ATTITUDE AND LANGUAGE SKILLS 

Must have superior patient service attitude and skills.  One of Montage Medical Group’s core values is we are a 

“Patient-Centered” practice. High patient satisfaction and whole-person care are of critical importance and all employees must strive to achieve 100% patient satisfaction and quality outcomes for all patients. All communications to co-workers, patients and vendors must be courteous (e.g., “Mr. Smith, the Medical Assistant will show you to one of the exam rooms now.”) Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine messages, e-mail messages, reports and correspondence, using proper grammar and spelling.  Ability to speak effectively with patients and co-workers.   Must maintain strict patient confidentiality, adhering to all HIPAA guidelines and regulations.  

THE EMPLOYEE MUST RESPECT, UNDERSTAND AND OBSERVE THE IMPORTANCE OF PATIENT CONFIDENTIALITY.

MATHEMATICAL, FINANCIAL SKILLS AND COMPUTER SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.   Ability to handle cash transactions and “reconcile” cash drawer balances with computer system reports.

Ability to effectively and efficiently use a computer and related business and medical software. Ability to use typical business equipment, such as fax machine, photocopier, adding machine, business telephone, voicemail, e-mail. The employee must be able to master the NextGen physician practice management computer system for purposes of patient registration, scheduling, payment entry and certain other tasks. Errors must be kept to a minimum (e.g., management occasionally runs error-checking reports, and receptionists may not erroneously miss entering patient social security numbers on more than 5% of the accounts that they register). Type 30 WPM.