Access Center Educator

Overview

At Houston Methodist, the Access Center Educator position is responsible for supporting the delivery of orientation, training, and competency development programs for employees across the Houston Methodist system. This role involves facilitating learning in both in-person and virtual settings, ensuring an engaging experience for participants. Additional responsibilities include coordinating training schedules, supporting training needs assessments to identify knowledge gaps, and assisting with tracking and reporting training metrics to support operational goals.

Houston Methodist Standard

PATIENT AGE GROUP(S) AND POPULATION(S) SERVEDRefer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth, dignity, and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

Responsibilities

PEOPLE ESSENTIAL FUNCTIONS

• Promotes a positive work environment and contributes to a dynamic team-focused work unit that actively helps one another to achieve optimal departmental and organizational results.

• Facilitates engaging training sessions and workshops for new hires and ongoing training for existing staff on scheduling best practices, software tools, and compliance requirements. Coordinates onboarding requirements for new hires and ongoing skill enhancement sessions for tenured agents.

• Provides constructive feedback and recommendations for improvement.

• Provides feedback to peers to effectively change behavior. Motivates and inspires peers to impact a change in culture.

SERVICE ESSENTIAL FUNCTIONS

• Works closely with scheduling managers and healthcare teams to ensure alignment of training content with operational goals and patient care standards. Provides feedback to lead on any discrepancies in the material.

• Evaluates the effectiveness of training programs through monitoring the trainees' progress throughout the training process, identifying areas for improvement and providing additional support when necessary.

• Assists in the onboarding process for new scheduling staff, providing them with the necessary training and resources to succeed in their roles.

• Participates and/or leads special projects and/or initiatives, addressing service issues.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Assesses training needs through surveys, interviews, and observations to identify knowledge gaps and areas for improvement within the scheduling team.

• Reviews new and current staff performance by monitoring and evaluating call quality through regular call reviews. Provides constructive feedback to agents, emphasizing their strengths and identifying specific areas for improvement to support their development and ensure high-quality service standards. Assesses agent performance through knowledge assessments, simulations, and call evaluations during and after training.

• Consistently takes the necessary steps to ensure that protected health information remains private and confidential, according to established HIPAA guidelines. Maintains confidentiality of sensitive information and informs management of pertinent issues.

FINANCE ESSENTIAL FUNCTIONS

• Manages own time effectively and prioritizes work to achieve maximum results in a timely manner. Utilizes time between heavy workloads efficiently