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About the Role

HSS is a leading hospital for orthopedics and rheumatology, recognized by U.S. News & World Report and a recipient of the Magnet Award for Nursing Excellence. We offer an innovative, supportive, and inclusive environment for professionals at all career stages. Join our team and contribute to our ongoing transformation.

Responsibilities

• Design, develop, deliver, and maintain training programs for telecommunications, scheduling, patient access, and Service Lines 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.
• Analyze trends related to productivity, quality, compliance, patient experience, and operational efficiency, and partner with leaders on targeted education or corrective action plans.
• Ensure training aligns with regulatory requirements, organizational policies, compliance standards, and operational goals.
• Track training completion, competency validation, ongoing education requirements, and prepare updates for leadership.
• Conduct call quality reviews by monitoring recorded and live telephone interactions for adherence to service standards, workflows, policies, and compliance requirements.
• Develop and deliver training on customer service excellence, patient-centered communication, active listening, empathy, professionalism, and service recovery.
• Train staff on de-escalation, conflict resolution, and techniques for managing difficult conversations, service concerns, and emotionally charged interactions.
• Use coaching, role-playing, patient feedback, complaints, and service recovery trends to reinforce best practices and identify targeted education opportunities.
• Support initiatives that improve patient satisfaction, first-call resolution, access to care, and overall service quality.
• Serve as a subject matter expert for telecommunications workflows, scheduling processes, customer service standards, and patient communication practices.
• Train staff on call-handling expectations, escalation pathways, communication standards, scheduling workflows, and operational procedures.
• Support new technologies, workflow enhancements, and operational initiatives while identifying inefficiencies and partnering with leaders to improve productivity and service quality.
• Promote consistency and standardization across departments, sites, and service lines.
• Support Epic training and adoption for scheduling, patient access, referrals, registration, documentation, and related operational workflows.
• Partner with Epic application teams, trainers, and operational leadership to develop educational materials, workflow documentation, and change management support for upgrades, enhancements, and new functionality.
• Reinforce best practices that align system functionality with workflow design and promote accurate, efficient use of Epic tools.
• Partner with Service Lines leadership, Patient Access, Scheduling, Contact Center, operational departments, and analytics teams to identify education and performance improvement opportunities.
• Serve as a trusted resource and mentor for staff while fostering continuous learning, accountability, collaboration, and operational excellence.
• Participate in workflow redesign, operational improvement projects, and organizational change efforts, communicating effectively with stakeholders across all levels.

Requirements

• Bachelor's degree in Healthcare Administration, Business Administration, Education, Organizational Development, Communications, or a related field required.
• Minimum of four (4) years of experience in healthcare operations, telecommunications, scheduling, training, instructional design, or a related field required; relevant frontline operational experience may be considered in lieu of formal training experience.
• Experience developing and delivering training programs, instructional materials, job aids, workflow documentation, presentations, eLearning content, and competency assessments.
• Strong understanding of healthcare telecommunications, contact center, patient access, scheduling, registration, customer service, and related operational 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, with the ability to manage competing priorities and work independently and collaboratively.

Skills

• Healthcare operations
• Telecommunications
• Scheduling
• Training
• Instructional design
• Epic proficiency
• Telecom proficiency
• Workforce management
• Call quality monitoring
• Compliance auditing
• Operational reporting
• Lean Six Sigma
• Change management
• Adult learning

Work Type

• Regular Full time

Experience Level

• 4+ years of experience

Education Level

• Bachelor's degree

Salary/Compensations

• $72,000.00 - $109,500.00

Benefits

• Eligible for additional benefits consistent with the role

About the Company

• HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report.
• Recipient of the Magnet Award for Nursing Excellence.
• The first hospital in New York City to receive the distinguished designation.
• An innovative, supportive and inclusive environment.
• Committed to providing high quality care and skilled, compassionate, reliable service to our community in a safe and healing environment.

Equal Opportunity

• Hospital for Special Surgery is committed to providing care, admitting, and treating patients and provides all services without regard to age, race, color, creed, ethnicity, religion, national origin, culture, language, physical or mental disability, socioeconomic status, veteran or military status, marital status, sex, sexual orientation, gender identity or expression, or any other basis prohibited by federal, state, or local law or by accreditation standards.