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University of Rochester Instructional Designer Assoc - 225752 in Rochester, New York

Instructional Designer Assoc

Job ID



Strong Memorial Hospital

Full/Part Time


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Full Time 40 hours Grade 053 Ambulatory Administration


8 AM-4:30 PM


Job Summary

With the direction from the Director of Patient Access for Ambulatory, the Trainer will have considerable latitude for independent judgment. The Trainer is responsible to create, organize and provide front end, operational process, customer service, PFCC, compliance, training and support for all ambulatory front end personnel and URMC departments as assigned, in the achievement and maintenance of best-practice-standards at URMC. Trainer designs and implements both orientations and continuous training programs customizing to the ambulatory operational processes in the areas of systems, service, process, protocol, and customer service. Supports enterprise front end standardization and centralization initiatives by producing training curriculum, plans for ambulatory or consulting efforts as needed. Administers Ambulatory OAS orientation program insuring all new hires receive a formal introduction to Ambulatory. Responsible for monitoring quality and accuracy in front end registration, arrival and check out responsibilities.

Key Functions and Expected Performances

30% Provides training to a wide spectrum of adult learners. Organizes and delivers effective technical systems, complex process and protocol training using adult learning principles to maximize knowledge transfer and retention of “best practice standards” across ambulatory for both patient access and revenue cycle applications, E-Record applications. Successfully manages a cohort of adult learners to positive outcomes. Measure knowledge transfer retention of adult learners based on ambulatory standards and adapts teaching and learning methods as needed.

20% Creates, designs and organizes all types of training curriculum (Class room, computer based, peer/buddy) for each class, learn and maintain expert status in courseware to be trained including (but not limited to) E-Record, Experian, MyChart, and other systems and processes supported in the front end processes. Maintain up-to-date and thorough training materials through content expertise Stakeholders and document maintenance skills (ex. Microsoft Word). Develops quarterly and yearly training that will be mandatory across the Enterprise. Build creative training scenarios within systems to allow for hands-on learning methods to be used to insure successful completion of training.

5% Maintains expert knowledge of ambulatory front end operations, clinical department business rules and protocols. Establishes and maintains collaborative relationships with contacts within departmental stakeholders contact areas. Understands and keep updated regarding:

  • URMC policies and procedures of patient access registration, scheduling and guarantors and coverage

  • Compliance regulations as they relate to Patient Access

  • Epic workflow and navigation

  • Office and facility operations in a healthcare delivery system with a highly functioning knowledge of URMC’s organization structure

  • Best-practice-standards at URMC for patient access

25% Coordinates new OAS orientation and Epic training, working closely with department managers. Creates all new employee accounts, email and payroll set up. Prepares, organizes and delivers content for weekly orientation, following up with managers and new hires to assure coursework prepared them for their new role.

10% Develops Quality Assurance programs and benchmarks for access related initiatives in and outside of the department. Sets benchmarks and key performance metrics and standards for new hires through probation period and competency certifications to insure accountability of individuals. Uses Revenue Cycle metrics to design and deliver training to assure maximum performance.

5% Meets with department stakeholders leadership to help formulate program goals and determine protocols through information gathering methods to ensure all rules and regulations are thorough and up-to-date. Assists with design, development, programming, and testing of the systems and front end operating policies and procedures.

5% Perform additional requested duties as needed.

Key Relationships:

  • Director, UBO

  • Director, PFS

  • Practice Managers, all departments

  • Epic Training Team and other URMC training resources

Minimum Qualifications:

  • Required

  • Bachelor’s Degree or equivalent work experience

  • 3-5 years experience in developing educational content to adult learners

  • Model excellent customer service skills (professionalism, listening, problem solving, empathy)

  • Able to deliver training through clear verbal and written communication skills. Present to diverse groups, or individuals

  • Excellent organization and problem solving skills

  • Preferred

  • Certification as classroom instructor, or teacher

  • 3-5 years experience in healthcare industry, clinic, call center, help desk in a trainer capacity

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled