Responsible for the design, development, and delivery of training related to access to ensure consistent, high-quality execution patient access initiatives across ambulatory services. This role serves as functional training support for capacity management workflows, supporting CM Consultants, CM Analysts, and specialty operational leaders. Trains individuals to appropriately follow Epic?s scheduling functionalities, including re-training efforts when there are changes made to scheduling workflows and sharing of tips and tricks on how to leverage Epic to most efficiently complete tasks. 

• Leads the design, development, and continuous improvement of capacity management and access education strategies in partnership with CM Consultants and operational stakeholders. Ensures all practice leadership & staff have the same baseline understanding of capacity management and access standards and expectations.

• Creates hands-on training materials that align with Epic scheduling workflows, understanding access metrics and reporting, incorporating tips & tricks on how to leverage Epic to complete tasks efficiently.
• Maintains alignment with CM Analyst team on initiatives to create or update end-user training materials to reflect updated system functionality and workflow. 
• Partners with the CM Analyst team to maintain build standards, ensuring documentation and training reflect current guidelines and approved practices. 
• Partners with the ACES team to integrate capacity management and access-related content into new hire training, ensuring materials are current, standardized, and aligned with established workflows and expectations.
• Creates onboarding and offboarding checklists to ensure appropriate and comprehensive transition of capacity management and access-related tasks.
• Develops tailored materials and communicate effectively across all organizational levels (leadership, clinicians, staff).
• Develops adoption strategies and evaluates training effectiveness to ensure sustained workflow standardization, user engagement, and operational outcomes
• Establishes training timelines, tracks completion, and ensures readiness ahead of go live or workflow changes. 
• Proactively identifies risks related to workflow adoption, knowledge gaps, or inconsistent practice.
• Acts as a connector between build, operations, and end users, ensuring training reflects operational needs.
• Builds effective working relationships and collaborates across multidisciplinary teams.
• Accelerates onboarding and change adoption.

• Bachelor's degree or equivalent required. 
• 5-8 years of related experience with developing training programs and/or learning materials for varying roles.
• Experienced with healthcare practice operations and EHR scheduling workflows. 

• Demonstrated ability to facilitate teamwork is necessary to leverage day-to-day operations.

• Experience in staff support or training at a healthcare site that supports an electronic health record preferred. 

• Expertise in instructional design and adult learning principles.

• Excellent analytical, interpersonal, professional and communication skills. 

• Must exhibit confidence in the facilitation of meetings, and conflict resolution. 

• Must demonstrate excellent written, verbal, active listening, and information technology skills. 

• Epic Cadence certified.

• Knowledge of utilization training platforms such as Articulate or Cornerstone.

• Knowledge of Michigan Medicine policies and procedures.

• Knowledge in patient scheduling, registration, consult/order workflows, and MiChart reports. 

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.

This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.

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.

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.