Developing a Multi-Faceted Training ProgramCynthia Etten, BS, CHAMAsst. Director of Patient Access, The University of Toledo Medical Center

Plan your Training Journey…Where are you, and where will you need to be?

• Do you know where you’re starting from?• What is the training culture within your organization?• Evaluate current skill-sets and attributes in your work

teams.• Why are you training?

• Status quo?• Succession planning?• Future growth?• Regulatory Changes?• ???

• Finding the common denominator amongst trainees is critical in making future plans a success!

• “I do it the way Susie told me to”

Plan your Training Journey…Where are you, and where will you need to be?

• Know your road blocks!• Advancement for the program and for trainees requires a

clear path both holistically and per session.

• Starting simple evens the playing field, and makes future goals attainable!

• Identify even the simple pieces.• Who, What, When, Where, Why?• Oh…and don’t forget to ask

“How Much?”

Plan your Training Journey…Where are you, and where will you need to be?

• What’s around the next corner?• What will your staff need to be ready for?

• Does your strategic plan call for major changes?• Are you deploying new software or other technologies?• Are new business lines being added?• Do you expect major changes in your patient population?

• 5010, ICD-10, POS Collections, Growth?• What is the industry doing that impacts your

team knowledge?• What is your team sustainability?

• How many will retire next year? In 2 years? In 5 years?

• What regulatory changes and requirements exist?• Do you follow TJC requirements?• Do you meet your facility HR needs?

Ready, Set, GO!Development, Deployment and Impact…

• Define your Subject Matter• Start by filling pot holes instead of by building the

interstate!• Quality control and audit methods can by your

roadmap!• Provide process and subject details• Technology is only as strong as its rate of use!

• Advanced, Review Sessions, and Remedial Levels Set a Pace for all Users!• Be prepared to modify your content and method to

meet the needs of your teams.• What will you do when results aren’t what you expect?• Hunger feeds more hunger!

• Use the right Tools!• The content of your training may dictate the medium.

• Lectures• Hands on Labs• Webinars• Electronic Burst Communication

• NAHAM Educational tools are a great asset!• Does your curriculum encourage or prepare for

certification?• Are you involved in your local chapters or regional

groups?• Are there allies within your organization that can help?

• Insurance Reps are eager helpers!• Most leaders want to pass on their knowledge…• Training is a great way to breakdown silos!

Ready, Set, GO!Development, Deployment and Impact…

• Don’t let the momentum die.• From training to implementation, how will you avoid

brain drain?• Ask how you’re doing

• Regular involvement of all users is key to making training and development part of your culture!

• Every session should be surveyed for expectations, objectives met, outcomes, and engagement!

• If you’re going to ask…be prepared to listen!• Be prepared for the answers…• Continual strategic planning and maintenance is

critical to your momentum!• In the answers, find your future!

Ready, Set, GO!Development, Deployment and Impact…

Every Race has Fans!Do you know who’s watching?

• Many accrediting bodies maintain competency requirements• Assessment guidelines, timeliness and methodology must

be maintained.• TJC accepts demonstration based methods as well as scored

testing• Testing must be scored by “qualified” individuals• Testing answers must be reviewed by user and trainer

• Maintain competency per session and per role• Annualized competency assessment• Session conclusion assessments

• There is no Principal’s office here..• Avoid the “detention hall” mentality of test taking• Celebrate outstanding scores• Make sure that your expectations of action are the same as

everyone else’s!

And The Winner Is….Implement, Enjoy & Repeat!

• Schedule your own Win!• Communicate schedules, availability, and continual

involvement to your customers.• Be Prepared for Push Back• Battle the excuses monster• Proactively change your culture where you can

• Enjoy the Momentum and Make it Public!• Newsletters to past attendees and leaders• Be Visual let people know what success looks like! • Key track of attendance and success metrics• Communicate feedback in all directions• Go Viral!• Be creative and fun….

And The Winner Is….Implement, Enjoy & Repeat!

• One Win is Not Enough!• Repetition is the key to continued success. Make it your

reality!• Continue sessions even after you think it’s over.• Repetition helps to build the win-win environment!

• Series Styled Content Can Help!• Bridge gaps through routine delivery.• The more they hear it, the more real it is!

• Follow-up Outside of Your Sessions• How true to life is your content?• What happens to your message after it leaves you?• What's the water cooler telling you?

And The Winner Is….Implement, Enjoy & Repeat!

• Your Journey isn’t Over!• Find the unexpected opportunities to boost your

plan!• Within the session, listen to the trickle down thoughts.

• Enjoy the momentum you create – it breeds MORE of it!

• Learning turns rocks to sponges! Give them something to soak up.• Development and opportunity breed engagement• Engaged employees stay longer, and are more

productive!

• Don’t be afraid to branch out on content, structure, development and more!• Leadership development?• Roundtable for future planning?• Model changes?

Let’s Review…

Multi-FacetedTraining

& Development

Evaluate Skillset

Identify the

Starting Line

Identify The Goals

Define The

Subjects

Develop The

Content

Define Learning Levels

Deploy The Tools

Utilize Assets

Know Your Allies

Keep It Going

Gather Feedback

Content Maintenance

Competency

Follow-up on

Results

Deliver Success

Explore Opportunities

Evaluate Culture