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Central Billing Office - Asst. Director - Training Design & Implementation *Onsite - Boynton Be[...]

Company: NYU Langone Hospitals
Location: Boynton Beach
Posted on: March 14, 2023

Job Description:

Position Summary:We have an exciting opportunity to join our team as a Asst Director for Training Design and Implementation. This position will supportour locations in both Florida & Nevada, and will be an onsite role based in either Boynton Beach, FL or Las Vegas, NV. The Assistant Director is responsible for optimizing the training performance and operations of the Patient Access Centers (PAC) and Central Billing Offices (CBO), in close alignment with the Faculty Group Practice (FGP). This individual will foster and drive a culture of patient centered care, quality outcomes, and service excellence in a fast growing environment through the planning, development, and implementation of key training programs and initiatives. The Assistant Director collaborates with the leaders in the PAC, CBO, and FGP corporate office to strategically manage and adapt FGP training programs and ongoing curriculum that align with a shared vision, culture, and content knowledge. S/he will manage the training teams for the patient access and CBO/revenue cycle in both the Florida and Nevada offices, overseeing and directing the development and delivery of FGP training journeys, ensuring that all new hire, nesting, and ongoing training and knowledge content are consistent with FGP performance goalsas a part of the revenue cycle team.Job Responsibilities:

  • Direct the PAC and CBO training teams, and lead efforts to collaborate with key operational leads in the PAC, CBO, FGP Corporate office, and the Epic team to drive performance improvement initiatives, operational excellence, and assess and report on quality metrics. Partner closely with the PAC and CBO Quality Assurance leadership, to identify areas of focus and critical training needs that ultimately enhance patient access and patient experience.
    • Direct and guide on all activities related to training, curriculum design and development, training media/formats, testing and proficiency standards and requirements, and creative delivery strategies.
      • Elevate existing Access Center instructional documents and approaches by recommending creative and alternative media solutions (e.g., E-learning, Web-based learning); explore new technologies related to relevant learning systems and support instructional designer to create meaningful, web-based e-learnings.
        • Collaborate with quality teams and patient access center liaisons to identify key training opportunities and themes that arise from assessments and ongoing feedback from practice leadership, agents and ongoing operational initiatives.
          • Leverage data and information gathered from agent assessments, calibration calls, nesting observations, etc. to identify training gaps and strategically develop learning curriculum.
          • Partner with Contact Center Management in elevating low performing team members via appropriate training and support interventions
          • Track progress of training programs and continuously adapt and update the content and cadence as needed, within a dynamic and fast-paced environment.
            • Oversee and direct the work of the PAC/CBO training teams to develop robust content and materials, presentations and tools to guide and educate agents and employees of the PAC/CBO.
              • Guide the training teams in leading staff onboarding trainings for new employees and on-going trainings for existing employees.
              • Manage the PAC/CBO training team to ensure effective education on content knowledge, key operational workflows, quality metric expectations and customer service for both newly on-boarded and existing sites and service lines.
              • Develop comprehensive training strategy for all service lines/lines of business, including specialty pods, physician referral services, outbound calls.
                • Work as part of the PAC/CBO and Corporate management/leadership team to ensure overall integration and alignment of areas of responsibility. Work with FGP leadership to identify, prioritize and implement improvement initiatives, and assist in operationalizing the strategic directives of senior management.
                  • Develop programs to support consistent content and soft skill training across teams and functions. Use data-driven approach to monitor and track program successes through training assessments and competencies throughout an agent journey.
                    • Develop positive working relationships with FGP administrative leadership, practice based FGP managers and other key personnel affiliated with departments/FGPs. Develops and fosters communication to facilitate problem-solving, decision-making and collaborative efforts that correlate to training needs.
                      • Keeps up on legislative and industry changes that may affect the manner in which we conduct business.
                        • Perform other duties as assigned particularly as it relates to the start up demands of the PAC and CBO.Minimum Qualifications:To qualify you must have a Bachelors degree required; Minimum 5+ years experience in healthcare. Must have at least two years experience in the management and mentoring of instructional designers/developers, and training facilitators within a Contact Center environment. Must possess knowledge of instructional design and instructional technologies, and learner focused with the ability to develop targeted materials based on learner preferences, characteristics, competencies, etc. Demonstrated leadership skills with the ability to guide, direct, train and interact with staff and outside contacts. Strong conceptual and analytical abilities with the ability to identify issues and opportunities and be able to solve problems. Excellent communication skills (verbal and written) with a proven track record of effectively presenting information to all levels of the organization. Ability to create, compose and edit written materials and presentations. Proficiency in Microsoft Excel, Word and PowerPointPreferred Qualifications:Masters degree in Health Care Administration or similar preferred.

Keywords: NYU Langone Hospitals, Boynton Beach , Central Billing Office - Asst. Director - Training Design & Implementation *Onsite - Boynton Be[...], Executive , Boynton Beach, Florida

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