The University of Illinois Hospital & Health Sciences System (UI Health) is seeking to fill the position of Training & Development Specialist I for the Excellence & Experience Office.  Under the leadership of the Director, Customer CARE Center, the Training & Development Specialist I for Customer CARE Center is responsible for leading the design and implementation of a  robust training and development curriculum geared towards providing a world class patient and family centered experience across the care continuum that meets or exceeds national benchmarks and contributes to profitable growth, customer satisfaction/retention, exceptional quality/value, and financial health of UI Health.  Accountable for developing, implementing and/or modifying training programs that builds the skills and competency of the UI Health Customer CARE Center staff to perform the complex transactions effectively within the Customer CARE Center and across disciplines, including access to care (scheduling, registration, insurance verification, managed care, financial clearance), medication refill coordination, operator and support delivery services, and customer service. Accountable for fully understanding the Customer CARE Center operational model “ One Stop Shop” and articulate it’s structure, goals, mission and vision.

• Leads the design and implementation of a robust training and development curriculum that builds the skills and competency of the UI Health Customer CARE Center staff to perform the complex transactions effectively within the Customer CARE Center and across disciplines, including access to care (scheduling, registration, insurance verification, managed care, financial clearance), medication refill coordination, and customer service.
• Provides specialized & technical training in customer service, registration, scheduling, insurance verification (Medicare, Medicaid, Managed Care, ACE, Integrated Healthcare and other insurance plans), including system access & usage.
• Conducts needs analyses for organizational development and learning interventions; designs and conducts programs to fulfill training gaps
• Performs quality assurance auditing on calls, scheduled appointments, and transcribed orders.  Analyzes data from audits and uses this information to provide feedback to supervisors and staff pertaining to performance and makes recommendations for workflow improvements.
• Prepares, evaluates, and updates training materials and curriculum for new services, products and health insurance plans.  Responsible for the maintenance and timely updates of services and insurance changes in the departmental database.
• Provides consulting services, training, and organizational development interventions regarding appropriate actions to resolve or improve operational performance.
• Researches and responds to clinic and customer complaints in collaboration with the Training and Quality Manager and departmental ldeadership.
• Methodically tracks performance and reports weekly to the Training and Quality Manager and departmental leadership
• Other duties and special projects as assigned.

Minimum Acceptable Qualifications

1. Any one or any combination of the following, totaling four years (48 months), from the categories below:

a. credit for college training leading to a major or concentration in education or other fields related to training and development such as human resource administration or business administration or closely related fields
• 30 semester hours equals 12 months
• 60 semester hours equals 24 months
• 90 semester hours equals 36 months
• 120 semester hours or a Bachelor’s Degree equals 48 months

b. credit for college training leading to a major or concentration in fields other than those previously listed
• Bachelor’s Degree equals 3 years (36 months)
• Master’s Degree equals 4 years (48 months)

c. work experience as a human resource or training professional

2. Two years of professional work experience in the training and development profession

Preferred Qualifications

• Computer proficiency to include Microsoft Word, Excel, Power Point, Outlook
• Knowledge of Registration and Scheduling strongly preferred.
• Ability to work independently
• Strong analytical skills and strong attention to detail and demonstrated problem solving and critical thinking.
• Grammar (Rules of composition, grammar, punctuation, etc.)
• Time Management (i.e., managing one’s own time and the time of others, ability to prioritize and multi-task in a fast paced environment.)
• Strong interpersonal and communication Skills
• Experience with public speaking
• Experience in healthcare setting: Hospital, Clinic, Physician Office/Clinic, Health Insurance Company, healthcare call center, or other healthcare environment.

To Apply: For fullest consideration, please fully complete an online application by clicking the Apply for Position button below.

Fully complete all sections of the online application including adding your full work history with specific details of your duties & responsibilities for each position held. Fully complete the education, licensure, certification and language sections.

You may upload a resume, cover letter, certifications, licensures, transcripts and diplomas within the document section of your online application.

All civil service positions require an exam.  The exam for this position is a Credentials Assessment.  You will not be required to report in person for this exam.

Credential Assessment Exam Scoring Information:

You will not be required to report in person for this exam. The updated online application and all uploaded, relevant documents, such as a resume, college transcript, certifications and licensures will be used in the calculation of the exam score. These documents should be uploaded prior to the position close date.

When completing your online application, please be sure to provide detailed information about your job knowledge and specific duties and responsibilities, as your qualifications for any Civil Service position will be primarily determined based on what is contained in the application. Dates of employment and if employed on a full or part time basis (including number of hours per week) must be indicated for each position held. Additional consideration will be given to supporting documentation i.e. resume, transcripts, licenses, and certifications so please be sure to attach all applicable documents.

For additional information regarding this position please contact Latrice Nurse at lnurse@uic.edu.

If an application is not fully completed and submitted by the close date, the applicant/employee will not be considered for this position.

For fullest consideration, the above mentioned requirements must be submitted no later than 6/30/2022.

We appreciate your interest in employment at the University of Illinois at Chicago.

The University of Illinois is an Affirmative Action/Equal Opportunity Employer.

University of Illinois faculty, staff and students are required to be fully vaccinated against COVID-19. If you are not able to receive the vaccine for medical or religious reasons, you may seek approval for an exemption in accordance with applicable University processes.

For classifications that require a degree as part of the minimum qualifications, a degree verification will be required before any offers of employment are extended.