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Looking for training ideas for new hire front office staff.

Published: Friday, February 16, 2018

I work for a large 19- hospital system and recently transferred to the department that trains new front office staff (receptionists, registration clerks, etc.)  Currently our team of field trainers deliver a 3 day new hire program that's focused primarily on the system to register, check in a patient and collect a copayment.  The current design focuses on with the simple system tasks on day 1/2 (practice with a script of check in questions) and progresses to complex system tasks on day 3 (checking in a patient who has medicare and needs to complete the medicare questionnaire).  Our field trainers tend to storytell about the system and how it was designed, leaving participants heads swimming with information that isn't relevant to their role.  I've been given the assignment to redesign the program in anyway that makes it more engaging and improves the time to proficiency for our new hires.  Would love to hear what others do!

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If you haven't already, start by understanding what your staff/training participants need. Ask them directly but also spend time with them at the work place to understand what their training needs are. And check lean/six sigma resources on health care: https://www.gembaacademy.com/about/success/healthcare All the best.
Thx Liz! We already have done something similar. I'm hoping to find ideas for "how" others deliver training vs. "what" they are delivering. Hoping to glean ideas from others who work in healthcare as it's such a crazy environment!
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Hi Doreen!
Here is an ATD webcast made by experts in this topic that can provide you with excellent ideas.
https://www.td.org/videos/how-to-attract-and-retain-frontline-employees-in-healthcare
Hope this is useful, and we are looking forward to receiving your feedback.
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