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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