Patient Access Training Specialist

At Henry Ford Health, we're committed to advancing health and improving lives for the millions of people we serve across Michigan and around the world. As one of the nation's leading academic health systems, we provide a comprehensive continuum of care that includes primary and preventive services, specialty and complex care, virtual care, pharmacy, home health, eye care, health insurance, and more. With 12 hospitals and hundreds of ambulatory care locations, including former Ascension Southeast Michigan and Flint Region facilities, our growing network expands access to exceptional care in the communities we serve.

Headquartered in Detroit, Henry Ford Health is helping shape the future of healthcare through the transformative Future of Health: Detroit initiative, a $3 billion investment that is redefining our academic healthcare campus and advancing innovation, research, education, and community impact.

Our work is grounded in purpose, collaboration, and belonging. We empower team members to grow their careers, contribute innovative ideas, and make a meaningful difference every day. Whether you're caring for patients, supporting operations, conducting research, or driving new solutions, you'll be part of a team united by a shared mission: delivering exceptional care, advancing health outcomes, and building healthier communities for all.

Department: Patient Access Training

Schedule: 40 Hours/Week

Shift: Day Shift 9:00 AM – 5:30 PM

General Summary:

Work collaboratively with department leadership to identify training needs and develop comprehensive training programs for new and existing employees. This role is responsible for designing, developing, coordinating, and facilitating training curriculum and instructional materials for the Customer Service/CBO Insurance Recovery Department.

The Training Specialist partners with Customer Service and Insurance Recovery leadership, serving as Subject Matter Experts (SMEs), to ensure training materials and procedures remain accurate, effective, and aligned with operational goals. This position also evaluates training effectiveness, supports continuous improvement initiatives, and helps foster employee development through engaging and impactful learning experiences.

Principal Duties and Responsibilities:

• Plan, organize, facilitate, and evaluate New Hire Training programs; monitor and assess employee progress throughout training.
• Develop and deliver training classes on specialized and general topics related to job-specific curriculum, systems navigation, and customer service improvement initiatives.
• Prepare training environments and materials, including classroom setup, equipment checks, system access validation, ordering supplies, and assembling instructional materials.
• Collaborate with department leadership to identify training needs and implement effective learning solutions.
• Analyze and evaluate training programs to ensure they meet organizational and departmental objectives while incorporating current and emerging training trends.
• Establish and support departmental Super Users by conducting Train-the-Trainer sessions and providing ongoing guidance to Subject Matter Experts (SMEs).
• Develop and distribute job aids, educational resources, and staff development materials to support ongoing learning and performance improvement.
• Participate in continuous improvement initiatives, departmental meetings, and quality assurance activities.
• Collaborate with departments and divisions across the organization to ensure consistent interpretation and application of policies and procedures.
• Partner with cross-functional teams to identify service gaps or training opportunities and develop programs to address organizational needs.
• Perform additional duties as assigned.

Education/Experience Required:

• High School Diploma
• Bachelor’s Degree in Education, Business Administration, or related field preferred.
• Five (5) years of experience in the training field
• One (1) year of curriculum development
• Two (2) years of experience in a customer service environment with demonstrated leadership responsibilities
• Prior experience in healthcare revenue cycle position preferred
• EPIC experience preferred
• Excellent documentation skills
• Excellent verbal and written communication skills
• Self-directed and self-motivated
• Strong interpersonal skills and discretion
• Organizational and time management skills
• Problem solving and decision-making ability
• Demonstrated ability to research, analyze, design, plan, organize, coordinate, implement, and perform necessary follow-up as related to documentation and support materials
• Coaching and counseling
• Organization and planning
• Leadership and management
• Quality improvement