Credentialed Trainer, Full-time, EWCH, Murphy, NC

Job Summary:

Reporting to the eChart IT Applications Training Manager, The Credentialed Trainer supports the eChart Training Team. Acts under direct supervision, following instruction and guidance provided. The position is closely supervised with minimum latitude for independent judgment. Supports eChart system and relevant 3rd party applications, primarily Training and Support. The Credentialed Trainer is guided by the Instructional Designer of their respected Epic application(s). Provides classroom and support for organization-wide eChart training activities. Delivers eChart education and training to super users and end users. Education and training will be delivered through online, classroom, or at the users department for one-on-one sessions. Maintains a clear knowledge of respective application(s) and the workflows associated with that application(s), demonstrate excellent presentation skills, becomes familiar with organizational roles and processes, and have an excellent ability to answer end user questions. Additionally, provide departmental rounding support, personalization labs and optimization activities. Works within their team to learn the interdependencies of an integrated system. Identifies best practices and suggests opportunities for standardization. Provides On-Call support for applications. All other duties as assigned.

Days and hours worked may be variable.

Education:
Required:
-High School Diploma and 5 years' experience in one or more of the following, Healthcare, IT, and/or Clinical/Financial Operations.
OR
-Associate's Degree and 3 years' experience in one or more of the following: Healthcare, IT, and/or Clinical/Financial Operations.
OR
-Bachelor's Degree and 1 year experience in one or more of the following: Healthcare, IT, and/or Clinical/Financial Operations.

Experience:
Required:
-End user training experience in EPIC or other clinical/business operations information system

Preferred:
-Additional experience in adult education/training.
-3 years' experience in a health care or education environment.

Position Requirement(s): License/Certification/Registration
Required:
-Complete education and pass credentialing in primary EPIC application module(s) within 120 days of completed education and maintaining EPIC certification(s) as required.

Preferred:
-EPIC credentialing and or certification in the module(s) represented.
-Experience in EMR installations.

Position Key Performance Indicators (KPIs):
35% - 1. KPI: Training, Education and Support
This position is responsible to deliver education and training to all end users in the organization. Works to develop skills to interpret, research, and understand the system data and information in order to provide routine support and training of assigned application(s).

The above is accomplished by the following (order does not indicate importance):

1.1) Complete Erlanger Health System Trainer Credentialing Program according to assigned application(s).
1.2) Effectively follows training curriculum as developed by the Instructional Designer.
1.3) Primary trainer for classroom training such as new hire training, transfers, refresher training, optimization training, and upgrade training to a diverse audience in accordance with policies, procedure and protocols.
1.4) Works collaboratively with Human Resources and Organizational Development to ensure that all end users are enrolled in their perspective Online Learning Modules before class.
1.5) Documents classroom attendance and completion within the Learning Management System.
1.6) Deliver classroom exercises and proficiency exams as developed by the Instructional Designer.
1.7) Provide rounding, optimization and go-live support when necessary.
1.8) Maintain current training materials of an assigned application.
1.9) Assess learning needs to provide quality training.
1.10) Identify issues and concerns, communicating these back to the training team for discussion/resolution.
1.11) Provide feedback on users knowledge and skills to the Instructional Designer or training team lead and department leaders.
1.12) Utilize course catalogs and online training materials from content provided by the Instructional Designers Including but not limited to, eLearning modules, class companions/workbooks, quick start guides, proficiency exams, checklists and tip sheets.
1.13) Follows and understands eCHART processes and procedures to assist internal users.
1.14) Researches and responds to routine questions, problems and refers to appropriate technical, professional or service as needed.
1.15) Respects and follows governance processes, mandates, and associated tools.
1.16) Provides regular feedback to Team Lead and/or management on status of work responsible for or assigned.

15% - 2. KPI: Problem Solving/Issue Resolution
Learns to proactively anticipate, mitigate and/or resolve system problems. Solves system issues/problems reported and assigned to the credentialed trainer according to IT Service Level Agreements (SLAs) while working with operational end users, instructional designers and other application analysts.

The above is accomplished by the following (order does not indicate importance):

2.1) Uses cognitive reasoning skills, appropriate level of application knowledge and experience to research problems in order to determine the root cause, potential solutions and recommendation for resolution.
2.2) With guidance from the Instructional Designer, Team Lead and/or Manager, appropriately evaluates relative priority of request, keeping in mind factors such as patient safety, regulatory requirements and deadlines, as well as the effectiveness of alternative interim solutions.
2.3) Assists team in maintaining clear communication with end users, as well as IT and operational leadership to receive appropriate governance approvals and keep relevant stakeholders informed of issue status and expected resolution dates.
2.4) Applies understanding and knowledge of eCHART processes and procedures to assist internal users.

20% - 3. KPI: Professional Performance
Demonstrates professional behavior and exhibits a positive, supportive and collaborative manner when interacting with team members, end users, leadership, vendors, etc.

The above is accomplished by the following (order does not indicate importance):

3.1) Is receptive to mentorship and guidance from other credentialed trainers, instructional designers and analysts.
3.2) Excellent verbal/written communication skills, including excellent grammatical, editing and proofreading skills.
3.3) Takes ownership of overall team and IT success.
3.4) As outlined in Erlanger policy 8237.0802, is respectful and courteous to leadership, all team members, operational and external stakeholders, etc.
3.5) Achieves and maintains appropriate credentials related to assigned application and/or role.
3.6) Shows attention to detail and ability to adequately gauge and respond to urgent organizational needs for end users, training, and the training team.
3.7) Identifies and capitalizes on opportunities and resources to learn and enhance professional competency.
3.8) Consistently demonstrates that newly acquired knowledge and skills are incorporated into actual practice and training.
3.9) Ensures delivery of accurate and timely information to end users, team members, etc.
3.10) Works to reduce duplication of effort within department and across organization.
3.11) Actively participates in process and quality improvement.
3.12) Is punctual to and attentive during meetings and offers relevant expertise and input as needed.
3.13) Provides proper handoffs of information as necessary using communication skills and tools.
3.14) Ability to handle multiple tasks at one time and thrive in a fast paced, changing work environment.

15% - 4. KPI: Integrated Application Management
Monitors the ACE, PLY, EXAM Environments after changes from the MST Training Environment have moved for successful integration, especially before/after changes/moves to the training environment to ensure data integrity and successful flow of data between applications and within the production environment.

The above is accomplished by the following (order does not indicate importance):

4.1) Works to continually develop and learn integration between applications. Shares integration knowledge with other team members, other teams, and operational stakeholders.
4.2) Actively participates in team and cross-team meetings using effective communication skills.
4.3) Assists in appropriate functional testing and executes required testing in a timely fashion, ensuring that it is completed before integrated testing.
4.4) Develops an understanding of how application security structure meets organizational, regulatory and audit requirements regarding segregation of duties, HIPAA and scope of practice, etc.
4.5) If designated as point-person for specific integrated area (i.e., Reporting, BCA, etc.) or assigned to help temporarily, takes ownership fulfilling requirements of the role and communicates effectively.
4.6) Works with instructional designers to educate and train end users properly when changes take place between different applications and systems.

10% - 5. KPI: Project management and Performance
This position will often be expected to participate in eChart-related projects. These projects range in size, scope and complexity with varying timelines and build requirements. All participating analysts will be required to follow appropriate project life cycle protocols and processes, including appropriate documentation.

The above is accomplished by the following (order does not indicate importance):

5.1) Effectively completes assigned tasks associated with projects by deadlines specified.
5.2) Serves as project team member for the implementation of new applications/systems or updates to existing applications.
5.3) Works with team to participate in application upgrade initiatives, following direction given by the Instructional Designer, Team Lead and/or Manager.
5.4) Follows, as assigned, the usage of project management tools and methodologies to ensure overall project scope objectives, timelines and budgets are met.

5% - 6. KPI: Miscellaneous duties
Performs other duties as assigned.