Affiliate Wide Training Program
INDUSTRY | NON-PROFIT
Develop a comprehensive, ongoing training program for patient services staff across seven healthcare clinics
During my tenure at PPCW, the affiliate consisted of seven clinics with between 40-50 support staff.
Staff served at the front desk assisting patients to check in and out. They also operated as medical assistants preparing patients for their visit.
The challenge
At the time of my hire, there was no standardized training program for patient services staff. New staff training was inconsistent among the clinics and the measure of staff competency was not well controlled. This led to inefficiencies in operations across the affiliate and impacted both the patient experience and staff job satisfaction.
The solution
As the first Patient Services Trainer, I developed a centralized training program for new patient services staff and ongoing training for tenured staff.
In addition, I created a competency framework to identify performance excellence within the patient services staff team and started an on-site observation process for training sign-off.
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Planned Parenthood of Western Washington
PPCW Clinical Director
PPCW Safety Director
PPCW Clinic Managers
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Curriculum development
Adult learning theory
Train the trainer
Competency development
Onsite observation/precepting
In-person trainings
The results
The patient services staff program resulted in more consistent practices across the affiliate.
Staff satisfaction improved.
Improved patient satisfaction surveys.
Three-day new employee orientation offered monthly.
Two-day clinic assistant training offered monthly.
Phlebotomy training offered bi-monthly.
Developed and published a Patient Services Staff training manual.
On-site observation and sign-off of competencies.
Trained preceptors in each clinic to lead on-the-job training for new staff.
Monthly staff development sessions.