Manager Access to Care Training Job

Company Name:
Cleveland Clinic
Manager Access to Care Training
Reference Title
HR Use Only:
Hospital: Main Campus Exempt
Facility: CC Administrative Campus
Department: Ctr Systems Training
Job Code: T98999
Pay Grade: 16
Schedule: Full Time
Shift: Days
Hours: 8-5
Job Details: - Bachelors Degree Required
The Training Manager, under the direction of the Department Administrator, will perform diversified duties within and in support of the Center for Systems and Training in the development, implementation and evaluation of Epic training programs. Collaborate with Institute managers, IT, RCM and caregivers to determine audience, content and context for training programs. Leadership and direction of assigned personnel and activities including hiring, performance management, coaching, and career development. Determine training program resource requirements. Lead the Educational Partners in developing/maintain a comprehensive training and curriculum strategy for all end users including needs assessments, remediation and continuing education. Lead in developing/maintaining Epic training material suitable to traditional, independent, on-line or blended learning. Ensure training program is aligned with the Cleveland Clinic mission, standard operating procedures, operational workflows and is in compliance with government regulations.
Lead the Access to Care (ATC) training program to ensure that ATC agents are prepared to deliver exceptional patient and customer service.
Develop and implement a robust customer service training program, including classroom, role-based, and real-time training opportunities.
Design and develop lesson plans and student reference materials suitable to traditional, independent, on-line, or blended learning. Work with partner organizations to ensure that all training is well-coordinated and cohesive, including Epic, phone skills, customer service, and any other related training needs.
Perform profiling and needs assessments; analyze results and build system and operational education programs to support our patient and customer needs.
Analyze performance data and determine gaps. Implement targeted training and/or longer term training roadmaps to remedy.
Assist leadership with employee coaching and development.
Provide information to support business decisions.
Manage direct reports to achieve department objectives. Other duties as assigned
Education Bachelor's degree required
Required Experience 7 years direct training experience, at least two in a contact center environment with 3 years direct manage
Physical Requirements Requires extensive sitting and dexterity to perform work on a PC. Requires the ability to walk to attend meetings; must have normal or corrected vision and the ability to verbally communicate to employees and patients.
Training, Manager,
Category: Managerial/Professional/Physician
Req ID: 932855
Date: Mon, 14 07 2014 00:00:00 GMT
Country: US
State: OH
City: Beachwood
Postal Code: 44122
Locale: en_US

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