Supervisor Training - PHSC

University of Texas Southwestern Medical Center Dallas, TX
Department: 700575 - Ambltry Call Center

Full/Part Time/PRN: Day Job

Regular/Temporary: Regular

Schedule: Full-time


This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information


Salary Negotiable

Experience and Education

Bachelor's Degree and 2 years' training experience, preferably in healthcare environment or a Two year degree and 4 years' training experience in healthcare environment. Emphasis on healthcare teaching and curriculum development. Experience must be related to training and development preferably in healthcare environment. Strong background in EMR, referral processing and data entry required.

Job Duties

1.Training: Oversees the delivery of workflow training for all aspects of referral management. Analyzes training needs to develop new programs or modify/improve existing programs to align with organizational goals. Develops and organizes initial and ongoing training materials using knowledge of the effectiveness of various modalities to create successful outcomes. Develop individual or group educational opportunities. Trains instructors in techniques and skills for training and conducts ongoing feedback and development meetings for team. Evaluates effectiveness of training and shares findings with leadership. Teaches content through curriculum and ad-hoc to address team deficiencies or concerns. Ensures competency of new team members released from training through series of trainee/supervisor release meetings. Ensures integrity of documentation and reporting-providers dashboards and outcomes reports based on department measures. Communicates to all stakeholders as scheduled to provide opportunities for successful deployment of department and zone initiatives.

2.Leadership: Develops opportunities to strengthen partnership between operations and referral management team. Oversees assigned area and monitors workflows for adherence to policies and procedures; recommends and or implements change as necessary to train for compliance, production and quality expectations. Attends department strategy and training meetings to assist with quality and work performance action planning. Record evaluations/performance reviews, deliver feedback from training, audits and one on one meetings. Monitors trainers for successful outcomes of trainees for production within quality, timeliness, and accuracy parameters. Maintain appropriate staff levels and create action plan to support additional FTE as needed to provide greatest level of training to deploy productive team members. Analyze processes and develop valid solutions to resolve barriers to employee engagement and productions or quality.

3.Onboarding: Leads team at all times with Leadership Promise Behaviors. Conducts interviews and routes new employees through HR and departmental onboarding and training per policies and training guidelines. Maintains ongoing coaching and performance improvement plans with assigned team. Motivate and inspire assigned direct reports to achieve performance goals. Promotes Individual professional growth and development of self and team by meeting requirements for education, skills competency, and seeks opportunities to introduce new skills which contribute to the success of the department and organization.

4.Customer Service: Ensures team provides exemplary customer service; treats consumers and customers with Promise Behaviors and discretion. Communicates in an effective, professional manner with all stakeholders. Completes thorough and accurate documentation. Ensures team adheres to all policies, procedures and Promise Behaviors within budgetary specifications including time management, supply management, productivity and quality outcomes. Demonstrates understanding of social interactions and manages all interaction with high level of professionalism; Directs customer to other departments, as needed; Uses sound judgement in responding to concerns and feedback; and Discerns when to escalate and or when to diffuse customer concerns.

Other Duties: Performs other duties as assigned.

UTSouthwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of: race; color; religion; national origin; gender, including sexual harassment; age; disability; citizenship; and veteran status. In addition, it is UTSouthwestern policy to prohibit discrimination on the basis of sexual orientation, gender identity, or gender expression.