• Position: Trainer, Patient Access
• Location: 4901 Searle Parkway, Corporate, Skokie, IL
• Full Time/Part Time: Full-time
• Hours: Monday-Friday, 8:00 am-5:00 pm

• Required Travel: N/A
• Sign on bonus: N/A

• Education:High School diploma required. Assciate or Bachelor's degree strongly preferred
• Certification: N/A
• Experience: Strong verbal and written communication skills required. Knowledge of medical terminology and health insurance terminology gained through formal course work or on-the-job training. Knowledge of adult learning principles, behavioral effectiveness skills (e.g. customer service, interpersonal effectiveness), organization development strategies. Excellent presentation, public speaking, facilitation and training delivery skills required.
• Skills: See above.

• Work in conjunction with NS Learning and Development, department Managers and Epic Training team to design, amend and deliver effective training programs.
• Subject matter expert on department procedures and protocols in order to provide consultation and/or respond to requests for additional educational materials and/or training content.
• Conduct Patient Access Center training needs assessment(s), amending and updating training programs to keep current with changing department procedures and protocols.

• Conduct/deliver training programs and workshops to NorthShore University HealthSystem Contact Center employees.
• Facilitate Department-specific sessions/meetings as needed.
• Develop and coordinate materials preparation, supplies, refreshments and/or audio-visual needs.
• Track attendance in order to produce rosters as needed.
• Distribute and collect course evaluations to attendees.

• Monitors and evaluates recorded calls; a minimum of 1-3 per agent/month
• Conducts feedback sessions with a focus on customer/patient experience. Complete minimum of one 1:1 feedback session per month, per PAR in conjunction with w/ Managers whenever possible.
• Calls will be listened to ad performance enhancing feedback
• Gathers and reviews quantitative and qualitative data. Identifies trends, provides qualitative feedback on compliance and customer experience.
• Evaluates quality on a daily, weekly, and monthly basis in acordance with quality monitoring quidelines.
• Provides both positive feedback and development areas designed to improve EE quality call performance. Provides takeaways for each feedback session to PAR and manager.
• Identifies procedural and quality gaps and works with leadership to close and assists in the development of new quality procedures aligned with PAC goals.
• Aids in fostering an enthusiastic, high quality workforce and a positive culture
• Facilitates all side by side monitoring for guests and customers of the PAC
• Plans and mediates call calibration sessions for PAC Leadership
• Helps guide new hires through the first 90 days, partnering with Managers and Operations team.
• Advises and helps develop enhanced evaluations and email communication
• Creates documentation and presents the PAC quality call programming in all new hire training classes

• Work with Clinical Departments, to monitor training quality. Solicit feedback and adapt as necessary.

• Investigates all suspected errors in FACTS system and document outcomes in FACTS reporting system.
• Identifies coaching and training opportunities regarding errors, as well as recommendations for system and workflow improvements.
• Priorities and resolves errors for urgent issues.
• Communicates error investigation data to Managers and Leadership as needed.

Diversity, equity and inclusion is at the core of who we are; being there for our patients and each other with compassion, respect and empathy. We believe that our strength resides in our differences and in connecting our best to provide community-connected healthcare for all.