Service Lines Training & Compliance Specialist

Hospital for Special Surgery; New York (NY); On-site; USD 72,000 - 110,000; Full time

Job summary

Hospital for Special Surgery in New York seeks a Training & Staff Development professional to design and deliver training for telecommunications, scheduling, patient access, and ServiceLines workflows. You will create manuals, assessments, and eLearning modules while leading onboarding and ongoing staff education.

You will monitor quality metrics, develop scorecards, and collaborate with leaders to identify education opportunities, ensuring training aligns with regulatory requirements and

Qualifications

• Bachelor’s degree in Healthcare Administration, Education, or a related field.
• 4+ years in healthcare operations, telecommunications, scheduling, training, instructional design, or related field.
• Experience developing training materials, job aids, workflow documentation, presentations, eLearning content, and competency assessments.
• Strong understanding of healthcare telecommunications, contact center, patient access, scheduling, registration, and related workflows.
• Ability to identify workflow inefficiencies, analyze reports, dashboards, quality metrics, and audit findings, and partner with teams to support process improvement and targeted education.
• Strong coaching, mentoring, communication, change management, organization, and problem-solving skills.

Responsibilities

• Design, develop, deliver, and maintain training programs for telecommunications, scheduling, patient access, and ServiceLines operational workflows.
• Create and update training manuals, job aids, workflow guides, competency assessments, presentations, and eLearning modules.
• Lead onboarding, orientation, role-specific education, refresher training, classroom and virtual sessions, and individualized coaching.
• Provide at-the-elbow support and real-time workflow education during onboarding, optimization efforts, and operational changes.
• Monitor reports, dashboards, quality audits, call quality findings, and key performance indicators to identify training opportunities, performance gaps, and compliance needs.
• Help develop scorecards to monitor performance and measure the quality of patient interactions.

Skills

Coaching

Mentoring

Communication

Change management

Organization

Problem-solving

Prioritization

Education

Bachelor’s degree in Healthcare Administration or related field

Tools

Epic

Job description

Hospital for Special Surgery in New York seeks a Training & Staff Development professional to design and deliver training for telecommunications, scheduling, patient access, and ServiceLines workflows. You will create manuals, assessments, and eLearning modules while leading onboarding and ongoing staff education.

You will monitor quality metrics, develop scorecards, and collaborate with leaders to identify education opportunities, ensuring training aligns with regulatory requirements and