Ambulatory Care Consumer Engagement & Scheduling Trainer

University Health · University Health Truman Medical Center

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Are you passionate about teaching, coaching, and helping teams deliver exceptional patient experiences? Do you enjoy being the go to expert who helps others succeed while driving operational excellence? If so, we want you on our team.

As an Ambulatory Care Consumer Engagement and Scheduling Trainer, you will play a vital role in shaping the patient access experience across ambulatory clinics and centralized call center operations. In this dynamic role, you will develop, deliver, and sustain standardized scheduling education while supporting new team members, coaching experienced staff, and helping optimize workflows that improve patient access and satisfaction.

You will serve as a trusted subject matter expert in ambulatory scheduling, provider templates, clinic operations, call center workflows, and consumer engagement technologies. Through classroom instruction, hands on training, real time coaching, and workflow observation, you will help teams build confidence, improve performance, and create a seamless patient experience across every access point.

What You'll Be Doing

Scheduling Education and Hands On Support

• Provide hands on scheduling education and at the elbow support for clinic schedulers, front desk staff, and related team members.

• Observe live scheduling workflows and provide real time coaching, guidance, and reinforcement of standard work and best practices.

• Educate staff on clinic specific scheduling guidelines, appointment types, visit rules, escalation pathways, and documentation standards.

• Support clinics during go lives, workflow changes, provider onboarding, schedule adjustments, and access improvement initiatives.

• Perform scheduler responsibilities as needed to maintain competency and support operational needs.

Call Center Training and Operational Support

• Deliver onboarding and training programs for new call center agents and supervisors, including scheduling workflows, call handling expectations, and system navigation.

• Provide ongoing education, coaching, and performance support to improve scheduling accuracy, efficiency, and patient satisfaction.

• Serve as a subject matter expert for call center workflows, scripting, escalation pathways, and service recovery practices.

• Partner with call center leadership to identify training opportunities based on quality audits, performance metrics, and operational trends.

• Develop and maintain training resources including call flows, job aids, and standard work documentation.

• Support call center operations during periods of high volume, staffing shortages, and system implementations.

Provider Templates and Access Optimization

• Maintain expert knowledge of provider templates, including template design, structure, optimization, and utilization.

• Educate staff on accurate template use and scheduling guideline adherence. Identify opportunities to improve schedule utilization, provider access, and patient capacity.

• Collaborate with clinic leaders and operational partners to implement and sustain scheduling improvements.

Training Program Development and Delivery

• Develop, update, and maintain standardized training materials, job aids, and hands on learning exercises.

• Facilitate classroom instruction, small group learning sessions, individualized training, and competency validation activities.

• Design and deliver training programs for both clinic and call center teams to ensure consistency across all access points.

• Incorporate scheduling workflows, communication standards, service expectations, and customer experience principles into training programs.

• Conduct ongoing coaching, rounding, and performance assessments at 30, 60, and 90 day milestones and beyond.

• Provide leadership with feedback regarding staff development, performance trends, and growth opportunities.

Consumer Engagement and Technology Training

• Train staff on consumer engagement and access tools, including Tonic, Artera, Kyruus, and future technologies.

• Maintain a strong understanding of how consumer engagement platforms integrate with scheduling and call center workflows.

• Support technology adoption, optimization, and troubleshooting efforts in collaboration with operational, Revenue Cycle, and Information Technology teams.

Quality, Standardization, and Continuous Improvement

• Promote consistent scheduling practices across ambulatory clinics and call center operations while recognizing operational differences.

• Identify trends, risks, and educational opportunities related to scheduling accuracy, patient access, quality, and patient experience.

• Analyze scheduling and call center performance metrics including service level, abandon rate, call quality, and scheduling accuracy to identify opportunities for improvement.

• Serve as a subject matter expert for call center reporting and assist leaders in using data to drive training and workflow enhancements.

• Support quality assurance activities, compliance initiatives, and process improvement projects.

• Participate in calibration efforts related to quality monitoring across clinic and call center teams.

Collaboration and System Support

• Collaborate with clinic leadership, Patient Access, Revenue Cycle, call center leadership, and Information Services teams to align training and operational workflows.

• Serve as a liaison between operational teams and system partners regarding scheduling education and workflow challenges.

• Partner with workforce management and call center leadership to align training programs with staffing models and performance expectations.

• Participate in end user acceptance testing, super user training, and system upgrade readiness activities.

• Stay informed on system enhancements, upgrades, and workflow changes.

What You Bring (Requirements)

• Bachelor's degree in a healthcare related field or an equivalent combination of education and experience.

• Minimum of 3 years of experience in ambulatory scheduling, patient access, clinic operations, or call center environments, including knowledge of the clinically driven revenue cycle.

• Strong knowledge of ambulatory scheduling workflows, provider templates, access optimization strategies, and industry best practices.

• Understanding of call center operations and key performance indicators including service level, abandon rate, and call quality.

• Experience training and educating staff on workflows, systems, and customer service standards, with the ability to translate performance data into meaningful action plans.

• Experience with scheduling and revenue cycle systems such as Cerner or similar platforms.

• Proficiency in Microsoft Office applications.

• Excellent communication, coaching, presentation, and facilitation skills.

• Ability to collaborate across teams and adapt effectively in a fast paced environment.

• Strong critical thinking, organizational skills, attention to detail, and ability to manage multiple priorities while maintaining confidentiality.

Preferred Qualifications

• Experience with Cerner Practice Management and Cerner Scheduling WIN32.

• Experience with consumer engagement platforms such as Tonic, Artera, and Kyruus.

• Experience with call center technologies such as Cisco Webex Contact Center or similar platforms.

• Experience with call quality monitoring, workforce management, or performance reporting tools.

• Experience in quality improvement, access optimization, operational training, or related leadership initiatives.

This role offers the opportunity to make a lasting impact on patient access, staff development, and operational excellence. If you enjoy coaching others, solving complex challenges, improving processes, and helping teams deliver exceptional service, this is your chance to be a key driver of success across the organization.

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