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 accur
Benefits
Health insurance
Additional Information
If you are a current University Health or University Health Physicians employee and wish to be considered, you must apply via the internal career site.
Please log into myWORKDAY to search for positions and apply.
Ambulatory Care Consumer Engagement & Scheduling Trainer
101 Truman Medical Center
Job Location
University Health Truman Medical Center
Kansas City, Missouri
Department
TMC Care Connection UHTMC
Position Type
Full time
Work Schedule
8:00AM - 4:30PM
Hours Per Week
40
Job Description
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.
Trumed · University Health Truman Medical Center