How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Job Summary

Seeking a motivated, adaptable, and organized individual with effective communication skills and an enthusiasm for professional growth and lifelong learning. Responsible for developing the knowledge and skills of team members in the Pre-Service Division, helping them reach their potential and contribute to retaining a quality workforce. Facilitate training initiatives in various means, including new hire and on-the-job training, that aligns with current and future business objectives and desired customer outcomes. Work collaboratively with others to identify training opportunities. Assist with the creation and maintenance of process documentation including workflows, training materials, and other resources. Coordinates daily work, solves basic operational issues and is a “go to” person and subject matter expert (SME).  Assist with planning and implementation of new and enhanced technologies, business processes, performance and quality standards of the department.

Mission Statement

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally.  Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Responsibilities

• Master the assigned applications and workflows relevant to the training areas assigned. 
• Successfully complete Michigan Medicine Learning Liaison credentialing program.
• Train and support learners on assigned applications and unit workflows related to their role in a variety of settings.
• Facilitate and conduct unit-specific training initiatives including new hire, refresher, and ad hoc training needs.
• During and following new hire unit training, perform periodic account review for quality assurance up to the first 90 days of employment and review findings with new hire. 
• Serves as a trainer and mentor for learning liaisons.
• Coaches and mentors learning liaisons and staff on standardized workflow processes.
• Oversee and assist with creating and updating training materials and other resources.
• Coordinate training and educational programs with leadership team. 
• Identify issues or concerns with insurance, authorization, work queues, or unit operations; apply critical thinking skills to resolve issues, and/or escalate to the supervisor or manager.
• Identify, assess and develop training needs within operational scope utilizing Quality Assurance data and trends..
• Participate in user acceptance testing initiatives as Subject Matter Expert (SME).
• Support end users during MiChart go-lives, upgrades, labs, personalization sessions, advanced and efficiency training initiatives.
• Create and administer skills assessments.
• Recognize process and system problems and take the appropriate steps to investigate and resolve them within the scope of the learning liaison role. Escalate issues to the appropriate person when necessary.
• Utilize Lean principles to add value to processes and reduce waste.
• Attend, participate, and present in operational huddles, meetings, and one-on-one discussions.
• Assist in the development and implementation of new or updated policies and procedures.
• Collaborate closely with Revenue Cycle Learning and Performance Improvement to evaluate and align training content and materials.
• Coordinate requests for time off based on workplace operational needs and staffing requirements; create and maintain schedules and training timelines.
• Represent department with other Revenue Cycle units, other Michigan Medicine departments, and external customers on an ‘as needed’ basis.
• Meet all Michigan Medicine annual competencies and maintain the highest level of customer service, confidentiality, data integrity, and compliance.
• Other duties as identified by supervisor/manager.
• Assists in hiring process, orientation, and onboarding of new hires.

Required Qualifications

An Associate?s degree in Healthcare Administration, Business, Health Information Technology, Instructional Design, Training or other healthcare related field and/or a combination of education and experience is required. A minimum of two (2) years in healthcare training or operational experience.  Strong written, verbal, and interpersonal communication skills, organizational, problem solving, decision making and negotiation skills are necessary. Excellent computer literacy, technology, and application skills are required. Strong dedication to customer service, ability to be flexible and work within a team-focused, participative management framework is required. Thorough knowledge and understanding of health insurance, third party payers, and government regulations are required.

Desired Qualifications

Experience in facilitating training initiatives; ability to manage multiple tasks; experience creating training materials for end users with direction; strong time management and self-directed work style; knowledge of LEAN methodology and Michigan Medicine policies, procedures, regulatory requirements, and information systems; Current CPC (Certified Professional Coder) certification is desired. Successful completion of the Learning Liaison Program is preferred.  Understanding and ability to interpret medical terminology and insurance benefit information is preferred.

Work Locations

This is a remote position where the staff member will primarily work from home. In-home high speed internet is a requirement for this position and its cost is the responsibility of the employee.  The staff member’s internet plan should run at 20 mbps download and 10 mbps upload to prevent common connectivity-related issues. There may be occasions where the staff member may need to report to the business office location, KMS Building Ann Arbor, including meetings, training, computer or technology requirements, or to complete work that is not possible to handle remotely. The business location will have space available to reserve onsite work when required or necessary.  Computing resources including required software applications, VPN, desktop computer, monitor, keyboard, mouse, webcam, and headset will be provided by the employer.  Remote staff are not provided with a mobile phone but are provided with computer telephone and fax technology. Office equipment such as desk, chair, and printer are not provided by the employer for remote work. Basic supplies such as paper and pens, are stocked at the business location and are available to remote staff for pick-up should they choose. Unless otherwise agreed upon in advance with the supervisor/manager, additional hardware, software, printing, and cost of office supplies preferred by the staff member, are the responsibility of the employee. This position requires the staff member to agree and abide to the terms outlined in Michigan Medicine’s Telecommuting Work Agreement/Remote Work Agreement as well as departmental policies pertaining to remote work. 

Technology Skills required include the ability to set-up computer and monitors and connect accessory items such as keyboard, mouse, and headset. Remote computing support is available 24/7 via phone, chat, or ticketing system to all staff members. Staff will be expected to effectively communicate and resolve most computing issues directly with computing support resources and keep their supervisor informed of the progress. 

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings.  Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Application Deadline

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an equal employment opportunity employer.