Patient Access Training Specialist

Henry Ford Health; Troy (MI); On-site; USD 60,000 - 80,000; Full time

Job summary

Henry Ford Health is seeking a Training Specialist to partner with leadership in the Patient Access Training department. This role develops, coordinates, and facilitates training curricula and materials for the Customer Service/CBO Insurance Recovery area.

The day shift runs 9:00 AM–5:30 PM, with a 40-hour work week, and involves close collaboration with SMEs and department leaders to ensure content stays current and impactful.

Qualifications

• High School Diploma is required or equivalent.
• Bachelor’s Degree in Education, Business Administration, or related field preferred.
• Five years of experience in the training field.
• One year of curriculum development.
• Two years of experience in a customer service environment with leadership responsibilities.
• EPIC experience preferred.
• Excellent documentation skills.
• Excellent verbal and written communication skills.
• Self-directed and self-motivated.
• Strong interpersonal skills and discretion.

Responsibilities

• Plan, organize, facilitate, and evaluate New Hire Training programs; monitor and assess employee progress throughout training.
• Develop and deliver training classes on specialized and general topics related to job-specific curriculum, systems navigation, and customer service improvement initiatives.
• Prepare training environments and materials, including classroom setup, equipment checks, system access validation, ordering supplies, and assembling instructional materials.
• Collaborate with department leadership to identify training needs and implement effective learning solutions.
• Analyze and evaluate training programs to ensure they meet organizational and departmental objectives while incorporating current and emerging training trends.
• Establish and support departmental Super Users by conducting Train-the-Trainer sessions and providing ongoing guidance to SMEs.
• Develop and distribute job aids, educational resources, and staff development materials to support ongoing learning and performance improvement.
• Participate in continuous improvement initiatives, departmental meetings, and quality assurance activities.
• Collaborate with departments and divisions across the organization to ensure consistent interpretation and application of policies and procedures.
• Partner with cross-functional teams to identify service gaps or training opportunities and develop programs to address organizational needs.
• Perform additional duties as assigned.

Skills

Curriculum development

Train-the-Trainer

Customer service leadership

Communication skills

Problem solving

Education

High School Diploma

Bachelor’s Degree in Education, Business Administration, or related field

Tools

EPIC

Job description

Job Description

Department: Patient Access Training

Schedule: 40 Hours/Week

Shift: Day Shift 9:00 AM – 5:30 PM

General Summary:

Work collaboratively with department leadership to identify training needs and develop comprehensive training programs for new and existing employees. This role is responsible for designing, developing, coordinating, and facilitating training curriculum and instructional materials for the Customer Service/CBO Insurance Recovery Department.

The Training Specialist partners with Customer Service and Insurance Recovery leadership, serving as Subject Matter Experts (SMEs), to ensure training materials and procedures remain accurate, effective, and aligned with operational goals. This position also evaluates training effectiveness, supports continuous improvement initiatives, and helps foster employee development through engaging and impactful learning experiences.

Principal Duties and Responsibilities:

• Plan, organize, facilitate, and evaluate New Hire Training programs; monitor and assess employee progress throughout training.
• Develop and deliver training classes on specialized and general topics related to job-specific curriculum, systems navigation, and customer service improvement initiatives.
• Prepare training environments and materials, including classroom setup, equipment checks, system access validation, ordering supplies, and assembling instructional materials.
• Collaborate with department leadership to identify training needs and implement effective learning solutions.
• Analyze and evaluate training programs to ensure they meet organizational and departmental objectives while incorporating current and emerging training trends.
• Establish and support departmental Super Users by conducting Train-the-Trainer sessions and providing ongoing guidance to Subject Matter Experts (SMEs).
• Develop and distribute job aids, educational resources, and staff development materials to support ongoing learning and performance improvement.
• Participate in continuous improvement initiatives, departmental meetings, and quality assurance activities.
• Collaborate with departments and divisions across the organization to ensure consistent interpretation and application of policies and procedures.
• Partner with cross-functional teams to identify service gaps or training opportunities and develop programs to address organizational needs.
• Perform additional duties as assigned.

Qualifications:
Qualifications

Education/Experience Required:

• High School Diploma
• Bachelor’s Degree in Education, Business Administration, or related field preferred.
• Five (5) years of experience in the training field
• One (1) year of curriculum development
• Two (2) years of experience in a customer service environment with demonstrated leadership responsibilities
• Prior experience in healthcare revenue cycle position preferred
• EPIC experience preferred
• Excellent documentation skills
• Excellent verbal and written communication skills
• Self-directed and self-motivated
• Strong interpersonal skills and discretion
• Organizational and time management skills
• Problem solving and decision-making ability
• Demonstrated ability to research, analyze, design, plan, organize, coordinate, implement, and perform necessary follow-up as related to documentation and support materials
• Coaching and counseling
• Organization and planning
• Leadership and management
• Quality improvement