UofL Physicians

  • Process Training Specialist

    Job Locations US-KY-Louisville
    Job ID
    # of Openings
    Human Resources
  • Responsibilities


    The Process Trainer will assist in the development and continuous improvement of the training materials and delivery of training for the health system. The training will include Customer Service, Problem Solving and Patient scheduling and Registration and Pre-verification training in GE Centricity Business, Process Improvement, and other areas as identified. The training specialist must be able to train in classroom and individual settings. This position is responsible for the delivery of quality job training to aid representatives in meeting and exceeding organizational metrics. The Training Specialist will assist in day-to-day operations of the organizations training program and identify additional coaching and instruction required as the result of employee performance, procedural changes and policy updates.

    JOB RESPONSIBILITIES                                              

    • Prepares and distributes training aids such as instructional materials, evaluation forms, and visual aids utilizing organization software in a classroom setting
    • Familiar with instructional design concepts including e-Learning design and facilitation
    • Familiar with adult learning concepts including needs assessment, evaluation, and determining training success factors
    • Ensures set up of all audiovisual equipment and classroom training materials prior to presentations
    • Maintains lesson plans for departmental specific orientation, Customer Service, and other departmental specific modules and manages their delivery
    • Delivers and tracks completion of training projects through the facilitation of classes, scheduling of courses, and administration of assessments
    • Delivers pertinent job training information (processes, workflow, standards, quality expectations, technology and organizational information) to staff members, enabling employees to meet all Patient Access metrics
    • Familiar with standard work and lean concepts
    • Comfortable with mentoring on quality and providing on the spot and structured feedback as well as on the spot training
    • Works with leadership, inter-departmental resources, and with team members to de-conflict scheduling and ensure a well-rounded training program
    • Serves as a role model for team members and trains team members on practices and policies
    • Maintains mentoring program by assigning mentors and providing personalized rounding sessions with each learner
    • Assists with the development, delivery, and scheduling of continuous education segments as necessary
    • Develops individualized training plans for team members that need to revisit training in order to reach metrics expectations
    • Other duties as assigned.



    • Bachelor’s degree in instructional design or training, or equivalent education and experience to meet the role
    • Minimum of 2-3 years of experience in a call center or healthcare environment
    • Ability to work flexible hours including occasional nights and weekends
    • Experience in a work environment with standardized jobs that are heavily managed by metrics and quality measures for performance
    • Professional presence and ability to facilitate to large and small groups
    • Ability to communicate to a diverse audience with different learning styles



    • Able to interpret and present data effectively to appropriate decision makers
    • Process mapping and lean methodology knowledge
    • Strong communication skills including oral, written, presentation, and influencing
    • Team work- able to collaborate with team members to share data and make recommendations and decisions and achieve common goals


    • Office environment with regular sitting at a desk with the use of a computer and telephone


    • Candidates upon hire will complete an electronic I-9 verification
    • Only those candidates whose experience best meets our requirements will be contacted
    • UofL Hospital is an Equal Opportunity Employer


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