AD6 - Clinical Support Trainer

Responsible for development, facilitation, and coordination of training programs for clinical, non-clinical, and dental support staff. This will include providing training, guidance, and direction by identifying and defining overall skills training and workflows to support a culture of quality assurance and satisfaction. Identify best practices and assist with prioritizing, replicating and standardizing workflows across all Health Centers. Assist with the development/refinement of skills workflows and trainings, implementation of workflows and development/implementation of validation processes. Complete education related to Information Systems to meet the needs of process improvement activities and provide training on Information Systems such as NextGen and Azara.

Knowledge:

• In depth knowledge of health center systems, policies and procedures, performance benchmarking and customer service.
• Proficient use and understanding of medical terminology, medical equipment and procedures.
• In depth knowledge of clinical skills including but not limited to point of care testing, measuring vitals, patient intake, vaccines, and medication administration, clinical procedures, and clinical laboratory procedures.
• Direct knowledge and expertise in skills development.
• Direct knowledge of Medical Assistant and LVN Scope of Practice.
• Proficiency in Microsoft Office programs. (i.e., Word, Excel, PowerPoint, Outlook, etc.)
• Knowledge of workflow development.
• Knowledge of Medicare, Medicaid, managed care, and other third-party payer’s guidelines including knowledge of CPSP, CHDP, BCEDP, EWC, FPACT and other payer programs.
• Knowledge of FQHC and third-party payer billing policies and processes to ensure timely and accurate charge capture, billing and maximized reimbursements.
• Knowledge of regulatory and accreditation requirements for FQHC’s.
• Knowledge of Quality Programs such as HEDIS and HRSA.
• Knowledge of Quality Assurance and Management.

Skills:

• Exercising a high degree of initiative, judgment, discretion, and decision-making to achieve organizational priorities and objectives.
• Project Management.
• Gathering and interpreting data, analyzing situations accurately, and recommending and/or implementing effective action.
• Excellent training delivery and engagement skills.
• Excellent organizational and interpersonal skills; ability to work independently and as part of a team.
• Excellent customer service skills: ability to work with diverse staff.

Abilities:

• Take initiative and to exercise independent judgment, decision-making and problem-solving expertise for identifying workflow improvement opportunities and communicate proposed changes to internal teams.
• Achievement and outcome oriented.
• Deliver training in a manner that engages learners.
• Organize and integrate organizational priorities and deadlines.
• Research and prepare reports or other correspondence as required.
• Organize and maintain training records.
• Competently use Microsoft Office, including Word, PowerPoint, Excel, Outlook, and appropriate practice management software.
• Multitask and prioritize tasks.

Responsibilities:

• Develop and deliver new staff onboarding, training and coordinate clinical shadow shifts.
• Provides Back Office/Front Office New Hire Medical Assistant skills training in all core competencies at 30 and 90 days post hire, as needed, and annually thereafter.
• Develop in-house skill labs to support customer service, technical processes, and direct patient care provided by the support staff.
• Provides specialized training in CPSP, CHDP, BCEDP, EWC & other areas as indicated.
• Track and manage training evaluation process via knowledge assessments, training performance evaluations and follow up surveys.
• Develop and maintain operational and educational resources including workflows, bulletins, training alerts and tips sheet, etc.
• Provide consultation to managers regarding staff training needs, competencies, and evaluations.
• Work with Clinic Managers to create clear and measurable action plans as needed.
• Collaboratively assess core training needs organizationally, including policy and system changes and communicate these effectively to internal teams.
• Manages tasks associated with HealthStream learning management system, including managing course enrollment, monitoring updates to course content, tracking, and reporting learning activities, managing attendees , and analyzing participant feedback.
• Coordinates scheduling employees for ongoing training sessions. Works with respective managers to ensure that all employees receive the training required for the position.
• Develop relevant curriculum training modules, materials and outcome measuring tools designed to be consistent with best practices and the mission, vision, and goals of Peach Tree Health.
• Facilitate training for new operational implementations and/or workflows at all sites in collaboration with internal teams across organization departments.
• Coordinate the organization and maintenance of the Medical Center Training & Reference Manual.
• Serve as liaison and/or participant for interdepartmental training projects, task forces and committees as needed or requested by supervisior.
• Provides training at center staff meetings, as requested by Center Manager or Supervisor.
• Facilitate group and 1:1 training to support staff based on identified areas for improvement.

Additional

• Collaborate with EHR/EPM Specialist to align skills training to EHR training.
• Manages training schedules and records.
• Keep abreast of current nursing, medical assistant, LVN and NP practices and methodologies for the delivery of patient care.
• Produce periodic reports including outlining training needs and assessments.
• Performs day to day administrative support for current and future training initiatives.
• Assesses the performance of sterilization, infection control, cleaning of medical instruments/equipment, and clinic areas.
• Perform other duties as assigned.

Travel Requirements

Will regularly travel to other sites to attend and/or conduct meetings or training, occasionally overnight for training.

Work Context

Physical Demands: The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential function of the job, with or without accommodation. Prospective employees must complete a pre-employment medical exam (Occupational Group IV) which will measure the ability to:

• See well enough to read fine print and view a computer screen; speak and hear well enough to understand, respond, and communicate clearly in person and on the telephone; independent body mobility sufficient to stand, sit, walk, lift or move, stoop, and bend to access the work environment and a standard office environment; manual dexterity and sufficient use of hands, arms and shoulders to repetitively operate a keyboard and to write; and the ability to sit or walk for prolonged periods of time.
• Occasionally may be required to lift/move or assist in lifting/moving up to 50lbs.
• Reasonable accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

Work Environment: Generally, a typical office and clinic environments.

Education and Experience:

• Associate of Science or Education degree or a minimum of two (2) years of related education and/or training preferred. A minimum of three (3) years’ experience in clinical training and/or certified medical assisting may be substituted for the education requirement.
• Three to five years of experience in health center services operations, delivery of clinic services and knowledge of clinic procedures. Experience in Multi-Specialty health care environment preferred.
• One to two years of experience in training, learning development or related experiences preferred. Prefer direct clinical experience with CHC’s or FQHC’s.
• Two to three years of experience using Electronic Health Records (EHR); NextGen preferred.
• Certified Medical Assistant (CMA) Certification required.