Senior Ambulatory Training Specialist (FGP) – Onsite in Manhattan

NYU Langone Health is a fully integrated health system that consistently achieves the best patient outcomes through a rigorous focus on quality that has resulted in some of the lowest mortality rates in the nation. Vizient Inc. has ranked NYU Langone the No. 1 comprehensive academic medical center in the country for three years in a row, and U.S. News & World Report recently placed nine of its clinical specialties among the top five in the nation. NYU Langone offers a comprehensive range of medical services with one high standard of care across 6 inpatient locations, its Perlmutter Cancer Center, and over 320 outpatient locations in the New York area and Florida. With $14.2 billion in revenue this year, the system also includes two tuition-free medical schools, in Manhattan and on Long Island, and a vast research enterprise with over $1 billion in active awards from the National Institutes of Health.

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Position Summary:
We have an exciting opportunity to join our team as a Senior Ambulatory Training Specialist.

The FGP Ambulatory Senior Training Specialist serves as an integral member of the Ambulatory Access Operations team and is responsible for supporting the optimization of performance and operations in the faculty group practices by leading training initiatives across the FGP that reinforce best practices, with a focus on driving and fostering a culture of patient-centered care, quality outcomes, and service excellence. This individual is responsible for assisting the Senior Training Manager in the strategic development, delivery, and evaluation of robust training materials for practice management and practice staff. The Senior Training Specialist plays a critical role in sustaining our ongoing FGP CARES Trainings and ensuring alignment across all sites and roles .

The Senior Training Specialist independently leads on-site, classroom, and virtual trainings, as well as refresher courses. This individual collaborates with various FGP teams to identify ongoing training and reference needs, determines appropriate interventions, and coordinates with practice leadership and other key stakeholders to monitor trends and improvement initiatives. This role will also assist in supporting operational strategies, initiatives, and business processes throughout the ambulatory network, with a key focus on patient access, front end workflows, and patient experience.

Job Responsibilities:

• Partners with the Ambulatory Access Operations and Optimization leadership team, to identify targeted areas of focus and critical training needs.  Implements key initiatives, ongoing improvements, and best practices that enhance patient access and patient experience across the FGP and our patient access services.
• Supports the ongoing training needs for all FGP practice leadership and practice staff, independently leading staff, manager and leadership trainings and orientations.  Focuses on ongoing design, development and delivery of manager and leadership curriculum, including monthly orientation and training classes, and ad hoc courses and programs as needed.
• Incorporates and applies key principles and best practices of training design, development and delivery:
• Applies a variety of learning modalities that are measurable, scalable and consistent
• Applies standard adult learning principles and instructional design methodologies to build creative, engaging and meaningful learning experiences – incorporating small and large group discussions, hands-on activities including scenario-based learnings and realistic role-play, videos, knowledge checks and polls, and instructional games
• Ensures training and delivery is distilled to the most relevant and impactful learning points and is communicated in a way that resonates with the learner
• Provides support to the Senior Manager of the FGP Training and orientation team.  Oversees the ongoing development and optimization of the various FGP orientation programs for newly on-boarded staff, managers, and directors, with a key focus on leadership development. Supports the ongoing training needs for FGP practice leads and practice staff, ensuring alignment with FGP key performance indicator, including FGP CARES and a culture of Service Excellence.
• Oversees the development of robust training content and materials, presentations, tip sheets and tools, to guide and educate practice management and staff on key operational workflows, policies, quality metrics, patient experience and access-related initiatives.  Designs, develops and implements a variety of learning modalities that are measurable, scalable and consistent following key principles and best practices of curriculum development and instructional design.  Tracks action plans to monitor short and long-term initiatives and priorities for the FGP and the practices.
• Collaborates with the FGP Epic Clinical team, providing best practice/evidence-based practice workflows for epic clinical workflows across the FGP network. Serves as a subject matter expert on front-end Epic Workflows, and FGP operating policies and procedures.  Guides managers and leaders in FGP sites on training requirements, etc. 
• Guides on the expansion and growth of operational committees/champion workgroups and weekly FGP webex training series.  Partners with FGP liaisons and key stakeholders in FGP office to develop presentations and content.  Manages monthly meetings and routine follow up to ensure all practices are informed and aware.
• Responsible to independently manage FGP training projects as assigned, including scoping out projects, identifying goals and objectives and creating project plans that support various patient access initiatives. Creates effective strategy implementation to drive projects to completion.
• Collaborates with the FGP Senior Training Manager to support FGP Patient Access Contact Center training programs. Develops and fosters communication with peers in the Access Center, to ensure alignment and collaboration on standard training topics.
• Partners with MCIT training teams to ensure training is consistent among learners, and manages the process of updating and tracking FGP courses and curriculum in FOCUS
• Partners with other members of the team on strategic monitoring of data from the front end scorecard, Epic, Vizient, Press Ganey, Find a Doctor and Mychart, to deliver targeted practice outreach in specific areas requiring service quality enhancement and process improvement.
• Oversees the coordination and conducts site visits to FGP Practices, to provide on the job support for leadership and administrative staff to provide the education, knowledge and best practices needed to support ongoing success and performance
• Oversees the maintenance of the FGP intranet homepage, and is responsible for ensuring the latest FGP policies, procedures, and training materials are available for the FGP to access.  Strategizes about ways to optimize the FGP presence on the intranet.
• Serves as a trusted change-agent, coaching resource, and liaison to our larger Ambulatory Network and Patient Access Contact Center, offering support and assistance in creating the culture of service excellence.
• Keeps up to date on the latest trends within learning delivery methodologies,  adult learning principles and related areas
• Conducts research focused on trends and best practices in healthcare, through peer group facilities, online forums, vendors, periodicals and initiatives within the Medical Center.
• Performs other duties as assigned.

Minimum Qualifications:
Bachelor’s degree required; Masters degree in Health Care Administration or similar preferred. Minimum 5-7 years experience in healthcare. 
Demonstrated leadership skills with the ability to guide, direct, train and interact with staff and outside contacts.
Proficiency in Microsoft Powerpoint, Word and Excel, strong conceptual and analytical abilities, and excellent written and oral communication skills.
Proficiency in common software systems.
Ability to work independently, prioritize multiple projects, and meet deadlines
Strong project management experience, with an ability to evaluate and re-prioritize rapidly and deliver results against aggressive deadlines, as part of a team and/or as an individual contributor
Qualified candidates must be able to effectively communicate with all levels of the organization

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you’ll feel good about devoting your time and your talents.

At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it’s developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

NYU Langone Health is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration. We require applications to be completed online.

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NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $84,577.92 – $110,250.00 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

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