Job Description

The CSR Training Coordinator administers training and supports the training-related work provided by Team Leads (TL). Each Training Coordinator will have oversight of training in no more than 25 centers. In partnership with the CSR Training Manager and Practice Manager, trains and coaches Team Leads on conducting center-based training and competency assessment. Consistently monitors and routinely reports on clinic-based education efforts, Team Lead productivity, and effectiveness. Training Coordinators may also work up to 2 shifts per pay period in-center delivering direct patient care.

To maintain a consistent and scalable training experience, the CSR Training Coordinator also works closely with the EMR team to support new implementations, create and distribute EMR materials, and act as the primary new hire trainer for all EMR systems (ex: Epic, DFD, Agility). Programs including Epic, Agility, and Digital Front Door are integral to the success of the business operations within each center. The CSR Training Coordinator provides onsite support for new clinic and/or new market EMR rollouts and participates in EMR project team calls as needed. They also support the EMR team by re-training and/or educating clinical staff on proper EMR workflows as needed.

Major Duties & Responsibilities:

• Delivery of consistent, quality training to promote the growth of CSR staff.
• Oversight of activities of the Team Lead educators to ensure alignment with strategic priorities and quality standards.
• Delivers classroom-based, on-site, or virtual instructor-led training.
• Assists with evaluation of Team Lead promotion and performance in terms of training standards.
• Conduct post-training assessments to identify areas of improvement and transfer of knowledge.
• Provides leadership to the Team Leads in terms of curriculum, teaching methodology, record keeping, etc.
• Promotes professional development.
• Effectively communicates with all members of the team.
• Demonstrates competency in the organization and delivery of education to frontline staff.
• Promotes social learning through various avenues of learning delivery methods throughout the employee life cycle.
• Maintain records of productivity, effectiveness, and activity.
• Assists with competency assessment planning, implementation, and reporting for both annual competency as well as assessments requested on a PRN basis for center staff who are struggling to meet standards in their role.
• Facilitates the Pre-Promotional CSR Team Lead assessment process by coordinating with operations, radiology managers, and occupational medicine leadership to ensure the process is completed within a timely manner and conducts a debrief of the assessment with all candidates.
• Collaborates with Training Manager to assist with the creation and deployment of engaging training content throughout the organization.
• Support the development needs of in-center staff via live training, remediation and auditing.
• Conducts chart audits to determine areas of improvement.
• Learns new EMR content and consults with EMR subject matter experts to develop training materials
• Serve as an expert educator for CSR workflows on all EMR systems.
• Act as primary new hire CSR trainer for all EMR systems.
• Supports new EMR implementations by providing pre-Go Live education and in-clinic Go-Live support.

Required Experience & Qualifications:

• 3 years of experience working in a clinical role within an urgent care center.
• Previous clinical educator experience preferred.
• Experience in educational program design and evaluation within the healthcare industry (Prefer Urgent Care, Specialty Clinic, or Hospital Experience).
• Advanced PowerPoint, Excel, Word proficiency required.
• EPIC systems knowledge; Agility systems knowledge.
• Willing to travel approximately 50% of the time for business purposes.

Job-Related Skills/Competencies:

• Extensive knowledge of best practices in an urgent care and/or emergency setting in terms of quality business practices, customer service and patient experience
• Strong written and verbal communication and skills
• Strong service mentality and attention to detail
• Ability to prioritize and manage multiple projects using independent judgment
• Capability to work in a fast-paced environment