PRACTICE OPERATIONS TRAINING SPECIALIST - HMG PRIMARY CARE CLIN OPS MGMT
Full Time
Costa Mesa, CA 92626
Posted
Job description
Salary Range: $32.6100 - $50.1600 /hour
Primary Duties and Responsibilities
The Operations Training Specialist leads the development and delivery of effective and innovative training, education and learning solutions that empower Hoag Clinic Practice Operations staff to consistently perform at peak levels. Practice Operations staff include front office assistants and medical assistants at Primary Care and Specialty Care doctors’ offices.
This role will create, execute, and maintain a curriculum-wide learning strategy. Additionally, will design and implement training programs that address all learning styles to foster professional development and continuous learning. This role develops the course material (creates standard operating procedures, training documents), organizes training sessions, delivers trainings, conducts competency assessments, monitors effectiveness, and revises as necessary. The Operations Training Specialist will identify training models and build a sustainable. The Operations Training Specialist develops and coordinates the onboarding and immersion process for new hires.
This role prioritizes operational training needs for all non-clinical competency workflows for all practice operations staff roles. The Operations Training Specialist also work with Operation Leadership (Site Managers, Regional Directors, and Practice Group Operations Executive Director), Clinical Leadership (Clinical Services Director, clinical educators), and Physician leadership (Hoag Medical Group President, Medical Director, Multisite Physician Directors) to ensure curriculum meets the needs of the clinic/department and Epic standards.
The Operations Training Specialist serves as the educational resource for all operational workflows. This roles will research workflow questions and create training documents in partnership with Operations, IT, compliance, performance improvement, clinical team, and other support teams.
Diversity
Demonstrates ability to work with a diverse group of people in a manner that enables them to reach their full potential, in pursuit of organizational objectives.
Interpersonal Skills
Listens to and understands what others are saying. Establishes effective working relationships with others, contributing to a climate of mutual respect and cooperation. Uses language to the situation. Demonstrates sensitivity and tact, understanding own effect on the motivation, attitudes and actions of others. Makes favorable first impressions.
Job Knowledge
Demonstrates full knowledge and understanding of concepts and procedures needed to be successful in the role, including knowledge of applicable department, organization and external rules and regulations impacting day to day processes. For clinical positions, this includes clinical procedures required by department and unit, as demonstrated by unit -based competency testing.
Oral/Written Communication
Ability to speak and write effectively, demonstrates fundamental command of language, communicates well using all mediums.
Technology & Equipment Skills
Maintains knowledge of technology, tools, equipment and other devices in work area. Demonstrates competence in technology skills required for the role, as well as ability to learn and master new skills. For clinical positions this includes equipment and devices pertinent to treatment, procedures and practice.
Travel
Position requires local travel between various Organization locations.
BUSINESS ACUMEN
Uses resources, equipment and finances appropriately. Demonstrates the functional and technical skills to do the job effectively. Willing and actively shares his/her knowledge with others. Accepts changes and adapts to new situations and responsibilities.
CUSTOMER SATISFACTION
Delivers superior customer service consistent with the Hoag Experience. Displays a professional image. Demonstrates tact, diplomacy and understanding when dealing with difficult situations. Listens and asks questions to understand patient and customer needs. Builds relationships with internal customers and employees. Admits mistakes and takes service recovery steps to ensure any issues or problems are quickly addressed. Ensures that all information and services provided are safe, accurate, and available in a timely manner and meet regulatory requirements.
INNOVATION
Brings forth creative ideas (one's own or others) to address patient, physician, customer, and community needs. Looks for creative or new ways to improve efficiencies and reduce costs. Adopts new processes, techniques and methods. Stays current with technologies and advances in his/her area, department and/or field.
TRUST & ACCOUNTABILITY
Demonstrates honest and ethical behavior. Takes responsibility for both words and actions. Acts with integrity. Maintains patient confidentiality. Demonstrates knowledge of and practices the standards outlined in Hoag’s Code of Conduct as well as additional regulatory or compliance policies applicable to job responsibilities, including cyber security organizational policies.
Education and Experience
Bachelor’s Degree or equivalent experience
At least 2 years of experience in a training role (building curriculum, creating computer based training modules, creating and leading in person training modules)
Preferred
At least 3 years of experience working in a medical group with insurance verification
License Required
N/A
License Preferred
N/A
Certifications Required
N/A
Certifications Preferred
N/A
Physical Job Requirements
Bending/Stooping – up to 3 hours
Carrying 0-10 lbs 3-6 hrs
Carrying 11-25 lbs up to 3 hrs
Carrying 25-50 lbs up to 3 hrs
Carrying 51-75 lbs never
Climbing up to 3 hrs
Fixed neck position yes
Hearing acuity required yes
Lifting/shifting 0-10 lbs 3-6 hours
Lifting/shifting 11-25 lbs up to 3 hrs
Lifting/shifting 26-50 lbs up to 3 hrs
Lifting/shifting 51-75 lbs never
Pushing/pulling 0-10lbs 3-6 hrs
Pushing/pulling 11-25 lbs up to 3 hrs
Pushing/pulling 26-50 lbs up to 3 hrs
Pushing/pulling 51-75ls nevers
Reaching up to 3 hrs
Sitting up to 8 hours
Squatting/kneeling up to 3 hours
Standing up to 8 hours
Twisting up to 3 hrs
Visual acuity required yes
Walking up to 3 hours
Reports to
Dir, Practice Operations Performance Improvement
Position Supervises
NA
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