Patient Services Training Specialist (Administrative)

Planned Parenthood of Orange and San Bernardino Counties has a full-time opportunity for a Patient Services Training Specialist in Anaheim, CA.

The Training Specialist will assume a collaborative role in the design, development, and implementation of Patient Services training programs and work closely in collaboration with the Training Team to create and maintain effective learning solutions designed to improve individual and organizational performance, quality standards, and incorporate interactive materials for a variety of delivery systems. The Training Specialist will facilitate in-person and online training programs, including new hire and location-specific training, on an as-needed basis. The Training Specialist will design and develop instructional materials for health center staff. The Training Specialist will assist the Training department team coordinate future training and projects.

At PPOSBC, we understand the importance of a well-rounded benefits program and are dedicated to providing you with unique benefits that meet the needs of you and your family. We are proud to offer a range of plans that help protect you in the case of illness or injury including:

• A competitive benefits package including medical, dental, and vision coverage for you and eligible dependents, life insurance, and long term disability. 
• Benefits coverage starts after one full month of employment!
• Generous vacation, sick, and holiday benefits!
• Generous 401(k) matching contributions and more!
• To view our detailed benefits guide, please visit our career site at www.pposbccareers.org

Responsibilities

Essential Functions:  Essential functions encompass the required tasks, duties and responsibilities performed as part of the job and the reason the job exists.

 

• Manages the organization and tracking of health center staff privileging process to include initial, and expansion requests, ensuring update and maintenance of privileging.
• Assist in coordinating, note-taking, and follow-up for department projects.
• Conducts comprehensive analysis to determine need, project scope, and best training methodology to ensure that training fulfills the needs and objectives of the Patient Services department.
• Designs and develops training materials using various learning theories for Administrative Medical Assistants and other health center staff that includes facilitator and participant guides, tutorials, demonstration models, study and reference materials, job aids, and on-the-job training systems.
• Seeks out new and more effective training techniques and suggests and leads enhancements to existing training programs.
• Updates existing training guides to ensure the instructional integrity of all training materials.
• Works closely with all teams to ensure new updates and changes are communicated & implemented in a timely and effective manner.
• Communicates with Training Management as needed to maximize efficiencies and resolve issues.
• Provides on-site support, including trainings for pilots and roll-outs of new or revised processes for both Orange and San Bernardino counties.
• Provide feedback to management, staff, and the Patient Services department on Health Center observations and on-site training.

 

Content Development

• Develops and/or edits a variety of training-related content: alerts, bulletins, intranet content, manuals, presentations, job aids, e-learning, etc.
• Updates/Maintains Learning website(s) with the latest documentation (information, process changes, etc.).
• Uses training templates, standards and guidelines, and common methodology as defined by the Training Team to ensure consistent deliverables across audiences and modules.
• Engages SMEs to ensure relevant learning. Adequately scopes communicates and plans for SME involvement to ensure accurate content design.
• Participates in quality assurance oversight related to all training deliverables.
   

Brand, Template, and Content Management

• Ensures all content produced by the Training Department team adheres to the Training Department team style guide.
• Maintains the training department's training material up-to-date by following team standard guidelines on the intranet.

 

Non-Essential Functions:

Other duties as assigned

PHYSICAL REQUIREMENTS:

The physical requirements of this position are identified below. Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.

CORE COMPETENCIES – WE CARE:

• Welcoming: Anticipates customer requirements and gives high priority to customer satisfaction and service.  Handles problems quickly and efficiently.  Maintains a pleasant, positive and professional approach. Embraces opportunities to help team members, stakeholders, and other departments.
• Equitable: Creating equitable access and opportunity for all through education, practicing inclusive behavior, elevating others' voices, creating spaces for honest conversation, and listening without judgment.  Values and uplifts our collective diversity within in our agency.
• Confidential: Respects the information shared by our patients, employees, and vendors and maintains appropriate confidentiality.  Follows all policies and laws that protect private & privileged information.
• Accessible: Is available and approachable to others, open-minded, fair and non-defensive.  Appreciates constructive feedback and is a team player.  Demonstrates good listening skills.
• Respectful:  Values diversity and treats everyone with dignity and courtesy.  Dependable and courteous of other people's time and commitments.
• Empathetic: Demonstrates interest and understanding in other people's feelings, attitudes and reasoning.  Maintains an open and non-judgmental demeanor that is patient, flexible, and understanding.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Minimum Education:

• Bachelor's degree or an equivalent combination of training and work experience.

 

Minimum Work Experience:

• A minimum of 3 - 5 years of healthcare training experience preferred
• A minimum of 1+ year experience implementing and delivering training programs and managing multiple projects preferred.
• Experience with electronic medical record systems required.
• Experience with Microsoft Office programs required.
• Experience with any of the following webinar platforms (WebEx, Adobe Connect) a plus.

 

Language Requirements/Preference:

• English required.

 

Other Requirements:

• Experience delivering instruction using an interactive approach and/or multi-media technology.
• Hands-on experience with administrative skills in a healthcare environment.
• Ability to communicate effectively to multiple audiences, including excellent presentation, training, and facilitation skills.
• A flexible, energetic, positive team player with a commitment to providing high-quality instruction.
• Commitment to program excellence.
• Have the ability to teach computer skills as they relate to a variety of workplace settings, including health centers and staff in other departments.
• Demonstrates keen attention to detail and produces high-quality work products.
• Professional appearance and demeanor at all times.
• Ability to recognize performance improvement opportunities and gaps and clearly identify and articulate options and tools available to help drive desired behavior.
• Knowledge of learning evaluation models to measure the performance and effectiveness of learning interventions.
• Collaborate in developing the train-the-trainer programs as needed.
• Ability to be a part of the implementation and facilitation of on-site pilots, roll-outs, observations, and hands-on training for employees in both Orange and San Bernardino counties.
• Continuous improvement with emphasis on collecting and using data.
• Has experience scheduling appointments and referring patients for follow-up medical services, including abortion services.
• Able to work flexible hours, and may include occasional weekends.
• This position requires travel to other sites and locations; if using a personal vehicle to meet this requirement, a valid CA driver's license and current auto insurance in compliance with the minimum requirements of CA vehicle code are required.

 

Agency Standard Requirements:

• Strong commitment to quality healthcare and excellent customer service is required.
• Must thrive in a fast-paced, rigorous environment with changing priorities.
• Ability to meet deadlines and work under pressure.
• Must demonstrate high-level computer skills, including Microsoft Word, Excel, Power Point, and Outlook. Electronic medical records experience may also be required.
• Abortion patients are cared for at each of our health centers and in part through the administrative, support, and other non-clinical services provided at all PPOSBC locations and by all PPOSBC employees, and supporting these critical services is an essential job duty and fundamental responsibility of all employees, including the Training Specialist.

Salary Minimum: 70227Salary Maximum: 83734