Epic Training Specialist (Cadence/Prelude)

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

Patient Revenue Management Organization

Pursue your passion for caring with the Patient Revenue Management Organization, which is the fully integrated, centralized revenue cycle organization that supports the entire health system in streamlining the revenue cycle. This includes scheduling, registration, coding, billing, and other essential revenue functions for Duke Health.

PRMO Learning Center Departmental Job Description

Revenue Cycle Epic Training Specialist [Cadence / Prelude]

Job Code: 5558; Job Level: F3

A little about us:

The Mission of the PRMO is delivering quality service by enhancing the patient experience, providing financial security, and preserving Duke's reputation and mission of advancing health together.

Our Vision is to be recognized as a world class innovative revenue cycle organization that values our people, patients and performance.

Established in 2001, Patient Revenue Management Organization (PRMO) is a fully integrated, centralized revenue cycle organization supporting all of Duke Health, including Duke University Hospital, Duke Regional Hospital, Duke Raleigh Hospital, the Duke Health Integrated Physician Practice and Duke Primary Care.

The PRMO focuses on streamlining the revenue cycle through enhanced management of scheduling, registration, coding, HIM operations, billing, collections, cash management, and customer service.

Work Location:

This role is remote; however, all Learning Center team members are expected to report in-person routinely on a rotational basis, and periodically as a team, in response to departmental and organizational business needs.

Condition of Employment:

Successfully complete Epic's Cadence and Prelude Principal Trainer Certification within six months of hire. Actively maintain the certification via Epic's formal recertification process, while in the Epic Training Specialist [Cadence / Prelude] position.

You will:

• Facilitate live and virtual courses for Cadence (Scheduling) and Prelude (Registration) in support of the departmental, cyclical new-hire onboarding training cycle, system optimizations, and upgrades.
• Develop application-specific instructional designs and supporting materials aligned to Duke Health Revenue Cycle registration and scheduling workflows.
• Consult with internal partners to create custom learning content, including web-based and blended learning.
• Ensure the accuracy of team member learning records on behalf of the Duke Health Revenue Cycle.
• Support learning initiatives through dynamic distribution models, including Duke LMS sites, courses, communications, and user notifications.
• Cross-credential within other Revenue Cycle Epic Applications, as needed, and deliver virtual/live instructor-led training via the rotational class schedule.
• Engage with stakeholders to support learning and education in preparation for bi-annual Epic Upgrades.
• Conduct training environment builds in alignment with enterprise-wide environmental refreshes.

You'll love this role if you are:

• Creative with educational methods and design and energized by the opportunity to work in conjunction with a robust Learning Management System.
• An outstanding communicator and customer-service focused who loves to help people grow professionally and develop within their job role.
• Passionate about collaborating to support colleagues and other teams.
• Comfortable both front-and-center as a presenter and as a wizard behind the curtain.
• Willing and able to rapidly respond to changing circumstances and hours of operation with a team mindset.

You'll thrive in this role if you are:

• An innovative thinker that isn't shy about integrating new virtual learning tools and contributing to process improvement efforts.
• A self-starter who thrives on discovering and sharing new ways of using existing tools.
• A master juggler, comfortable with multiple projects at a time while still meeting project timelines.

You'll need to have proven success with these skills & abilities to succeed in this role:

• Demonstrated proficiency in instructional design and adult learning principles. Demonstrated knowledge and application of functionality within Learning Management System tools (**Duke LMS**), blended learning models, and virtual technologies (Zoom, Microsoft Teams, SharePoint Online).
• Strong analytical, critical thinking, innovative problem-solving, leadership, project management, consultation, and organizational skills; ability to prioritize multiple competing priorities.
• Excellent interpersonal skills and ability to work across multiple teams.
• Demonstrated verbal and written communication skills, including ability to complete comprehensive training plans and produce refined project/initiative SharePoint sites.
• Ability to synthesize data to provide reports and guide future direction on projects; strong Excel skills required.

Job Responsibilities (the details):

• Deliver Cadence and Prelude instructor-led sessions, utilizing facilitation techniques and integrating adult learning principles. Prepare instructional materials, set up activities, and prep virtual classroom technology (Zoom, Microsoft Teams) in alignment with departmental processes and templates. Pull class rosters and document attendance via **Duke LMS**.
• Assess organizational and departmental gaps/learning needs; develop formalized training plans that align to scheduling and registration workflows, utilizing appropriate delivery methods.
• Design and create interactive, skills-based courses using adult learning principles and instructional design techniques, including facilitator/participant guides and job aids. Utilize established departmental course templates and quality assurance processes.
• Participate on project teams, committees, and Epic optimization work groups; establish rapport with operational partners and subject matter experts (SMEs) to develop instructional materials and delivery strategies that support departmental and organizational initiatives.
• Ensure understanding of scheduling and registration workflows and incorporate them into training content and delivery, including Duke-specific topics such as:

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  • Cadence: visit type configuration, template management for clinics/providers, resource scheduling, bump/move workflows, waitlist management, referral scheduling, and self-scheduling/MyChart workflows.
  • Prelude: identity verification, insurance coverage capture, eligibility verification, real-time benefits, coordination of benefits, guarantor selection, and patient liability estimation workflows.
  • Front desk workflows: eCheck-in, copay collection, arrival/late/ no-show processes, and patient communications.
  • Operational data elements: provider/location/SER record awareness as applicable to scheduling/registration, and correct use of service areas and departments in daily workflows.
  • Compliance and quality: patient identification standards, privacy and security awareness (HIPAA), DUHS policy alignment in registration accuracy, and use of standard Duke naming/location conventions.
  • Epic upgrade readiness: reviewing release notes, updating training scripts and environment data, and coordinating end-user communications via Duke LMS and SharePoint Online.
  • Update instructional content and materials as necessary due to program, process, systems, or delivery changes; ensure versioning and document storage standards are applied.
  
  
  
  

Required Qualifications at this Level

Education:

Work requires analytical, communications, and organizational skills acquired through completion of a bachelor's degree program.

Experience

Work requires three years of experience involving academic, instructional, or training techniques to acquire skills necessary to plan, instruct, and coordinate training and educational programs. Healthcare experience is required. Experience with an electronic health record preferred.

Degrees, Licensure, and/or Certification

Complete and maintain the Epic application [Cadence / Prelude] assessment, credentialing, and/or certification within six months of hire.

Knowledge, Skills, and Abilities

Strong analytical/critical thinking, innovative problem solving, leadership, consultation, and organizational skills. Excellent interpersonal skills and ability to work across multiple teams. Demonstrate verbal and written communication skills. Ability to prioritize multiple competing priorities during high stress situations. Knowledge and application of instructional design and adult learning principles. Basic knowledge, understanding, and operation of Learning Management System tools, blended learning models, and online learning technologies (E-Learning, WebEx, etc.). Ability to navigate and troubleshoot A/V systems.

Distinguishing Characteristics of this Level

See "You'll love this role if you are"; "You'll thrive in this role if you are" and You'll need to have proven success with these skills & abilities to succeed in this role" sections above.

The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.