Job Abstract

Under the direction of the UCLA Health Access Organization Quality Support Director, the Training manager will be responsible for developing, implementing, and overseeing training and coaching programs that align with the organization’s goals and objectives. The Training Manager, in collaboration with Patient Access Organization leadership, will play a crucial role in enhancing employee performance, driving productivity, and fostering a culture of continuous learning and development. The incumbent will assess department-wide developmental needs to drive training initiatives while identifying and arranging suitable training solutions for new employees and ongoing training of all PCC employees. The primary objective for the Training Manager is to ensure that schedulers are equipped with the necessary skills and knowledge to effectively manage patient appointments and inquiries.  In addition, the incumbent will assist in streamlining existing training and coaching programs and resources such as procedures and guidelines.

Required:

·         Bachelor’s degree in healthcare administration, business management, or a related field (or equivalent work experience).

·         Previous experience in a leadership role within a healthcare call center or patient access department.

·         Minimum of 5 years leadership, project, or other management experience required.

·         Skill in preparing and facilitating classroom training sessions using adult learning techniques and methodologies for a variety of topics in various traditional and non-traditional environments for small or large audiences. Two or more years of experience required.

·         Ability to problem-solve with other members of the Patient Access Organization team and to effect change toward improvement of services.

·         Strong coaching and mentoring skills with the ability to inspire and motivate individuals and teams.

·         Demonstrated presentation / training skills; able to speak clearly and professionally while using appropriate vocabulary and grammar.

·         Demonstrated written communication skills; able to write clear and concise training materials, presentations, lesson plans, and other written correspondence.

·         Demonstrated ability to work as part of a team while functioning independently, maintaining confidentiality in all assignments, and showing initiative in identifying and solving problems as they occur.

·         Demonstrated ability to maintain composure when confronted by difficult situations and to respond professionally.

·         Possesses strong customer service skills to promote pleasant and effective interactions with patients, staff, and doctors.

·         Demonstrated ability to creatively integrate competing demands of a multidisciplinary setting into a productive working environment.

·         Skill to organize workflow to accomplish established objectives.

·         Ability to establish cooperative working relationships with administrators, physicians, peers, and the public.

·         Skill in recognizing an emergency or high priority situation and taking appropriate and immediate action.

·         Advanced organizational skills to ensure a workable, efficient office.

·         Strong interpersonal skills; ability to effectively train in both individual and group settings.

·         Experience with various computer software and hardware including word-processing, knowledge of Microsoft Word, Excel, Powerpoint, Outlook, and the internet.

       Demonstrated skill (intermediate to advanced level) in the use of personal computers and software programs, including but not limited to Microsoft Office applications, database management, and analysis.

·         Typing skills to prepare forms and correspondence with speed and accuracy.

Strongly Preferred:

·         Certification in training development is a plus.

·         Experience with developing training products; experience with the ADDIE model

·         Working knowledge of clinical front desk operations that includes customer service and interpersonal relationships with physicians, patients, patient registration, appointment scheduling, managed care process, contracting process and revenue cycle process. Knowledge of UCLA systems is strongly preferred

General knowledge of medical procedures and terminology.