Operations Training Specialist

Operations Training Specialist

The Operations Training Specialist (OTS) works to enhance employee skills, productivity, and overall performance by providing comprehensive and effective training on Alcona Health Center's Electronic Medical Record and integrated systems to all end users. They act as a dedicated system resource and mentor. The OTS models patient service excellence and enforces the mission of AHC during all mentorship opportunities. The OTS serves as a bridge to understanding operational workflows and the configuration of systems through collaboration with the Operations and Health Information teams.

1. Trains staff, in coordination with site and department managers, on Electronic Health Record (EHR) system and Practice Management (PM) procedures.

a. Provides initial training on the EMR system primarily to non-clinical staff positions across departments including operations and population health.

b. Follows-up with trained staff to ensure proper use of the system and provides ongoing training on the EMR system as needed.

c. Enforces use of the established Health Information ticket system and may act as a liaison, providing daily support to EMR application users through troubleshooting, coaching, and consulting in the EMR or general procedures.

d. Collaborates with the HI Department on supporting materials for EMR procedures, including but not limited to workflows, presentations, hand-outs, videos, training aids, paper, and web-based systems documentation in conjunction with organization policies and procedures and ensures adherence to the appropriate workflow approval process.

e. Develops and implements guidelines and schedules for the training of staff.

f. Under the direction of the Operations Coordinator, in collaboration with the HI Department, identifies issues with, will contribute to developing and maintaining workflows and documentation both for the EMR and PM functions according to the workflow approval process. Documentation includes the writing of new and revised procedures to support the workflows. Prepares, plans, and works with the operations team to roll out new workflow and educate end users.

g. Assess and troubleshoot user-reported problems in a timely manner; decide which issues need to be elevated to Health Information and/or Information Systems.

h. Trains end users on the documentation of key metrics such as Uniform Data System (UDS) measures.

i. Maintains all appropriate documentation and reports, competencies, and incident reports.

2. Trains staff in service excellence, service recovery, phone etiquette, communication including de-escalation strategies for the best possible patient experience.

3. Is considered a champion of HIPAA and Privacy ensuring that all training includes a focus on HIPAA, including the Security and Privacy Rules, compliance.

a. Ensures that training strategies and content support HIPAA and AHC privacy, security, and confidentiality policy and procedure compliance, and ensures that staff understand how to perform their job duties in a compliant way.

b. Can recognize a HIPAA (Security and Privacy Rule) or AHC Privacy/Security/Confidentiality Policy and Procedure concern and escalate as needed according to AHC policy.

4. Assess training needs: Use competency checklists, surveys, interviews, and consultations to determine what training is needed.

5. Design and create training materials: Create manuals, online learning modules, and other course materials.

6. Deliver training: Use a variety of instructional techniques to teach employees.

7. Evaluate training programs: Use assessments, surveys, and feedback to measure the effectiveness of training.

8. Perform administrative tasks: Schedule classes, monitor costs, and coordinate enrollment.

9. Ensure compliance: Make sure training projects comply with regulations.