Operations Training Manager - AdvantageCare Physicians

• Working in close collaboration with the Chief Operating Officer and Operations leadership team, provides Subject Matter Expertise (SME) in support of the medical office operational roles of care team associates, assistant practice administrators, practice administrators and regional procedure coordinators.
• Serves as a knowledge resource in all aspects of Epic Cadence, including education resources associated with EPIC upgrades, patient touch points from the access center, as well as medical office check in and check out.
• Key contributor to the development and maintenance of operational training curriculum, including on-boarding, new hire orientation, role-specific process training, Epic upgrades, special projects, and other mandatory organizational training requirements such as compliance and privacy. Ensures training efforts reflect current medical office management best practices and regulatory standards in line with AdvantageCare Physicians internal processes and systems, enabling medical offices to support the strategic plan, mission, and goals of the enterprise.
• As the primary resource, provides insight and recommendations for medical office operations processes for new hire onboarding and training.
• In collaboration with the Operations Leadership team, leads operational process improvement through ongoing educational initiatives.
• Designs and leads in person or virtual operations related aspects of new hire orientation, new hire training workshops, presentations, or programs to positively influence new hire readiness.
• Plays a key role in ensuring a focus on operational efficiency, patient service excellence, team engagement and supports management in the delivery of operational key accountabilities and performance metrics.
• In partnership with Medical Office Triad, Senior Medical Director, and senior leadership, creates and executes strategies to improve alignment of recruitment, onboarding, retention, and employee engagement.
• Proactively identifies knowledge gaps and areas in need of additional or future training/communications support. Designs, and implements continuous process improvements and contributes to the development of on-going training/tools for new /existing staff.
• Influences departmental decisions, as appropriate, and understands/aligns priorities, and deliverables with long-term business needs.
• Provides mentorship, and/or on-site support to applicable programs, processes and systems as needed.
• Designs and conducts an annual review of all new hire training modules impacting the operations staff. In collaboration with Operational Leadership, modifies/updates the teaching curriculum as needed to reflect current ACPNY workflows.
• Supports all efforts to ensure new hires have the appropriate log in and password to access Healthicity and other training platforms.
• Develops processes to ensure all operational hires are onboarded correctly and have the needed information to access the training environment on their start day.
• Collaborates with the EPIC team regarding planned upgrades, roll out of schedules and associated staff education. Designs associated training/TIP sheets and conducts any required training sessions.
• Reviews, posts, organizes, and supports educational collateral specific to Operations.
• In collaboration with Operational leadership, writes educational articles for the ACPNY Communications Digest.

Qualifications:

• Bachelor's degree in healthcare management health sciences or business administration
• 4 plus years' experience in medical office leadership
• Additional years of experience may be considered in lieu of educational requirement
• Epic Super User
• Past Training experience successfully presenting new Epic operational workflows
• Proficient in QLIK dashboard applications
• Demonstrated success in implementing operational process improvement initiatives
• Positive change agent for Value Based Care
• Ability to champion Diversity, Equity, and Inclusion activities across the practice
• Ability to travel to ACPNY medical office locations as needed
• Demonstrated competency in executing and supporting enterprise level projects to attain successful outcomes
• Analytical skills (population health analytics)