Training Representative - GI Access

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Training Representative GI Access Center Job Code: 5140

General Description The Training Representative for the GI Access Center is responsible for the onboarding, training, and continued development of all scheduling staff specifically for the GI Access Center. This role serves as a subject matter expert (SME) in both clinic and procedure scheduling workflows and ensures staff competency through structured training programs, re-education initiatives, and maintenance of accurate scheduling resources. This position has a primary focus on education, quality assurance, and operational readiness.

Job Duties Training and Onboarding Staff Members

• Lead and facilitate all new hire training specifically for GI clinic and procedure scheduling.
• Develop structured training schedules, curriculum, and competency assessments.
• Provide hands-on training in scheduling systems, workflows, and department-specific protocols.
• Provide training feedback to SAM for new hire check-ins at 30, 60, and 90 days to assess progress and address gaps.
• Collaborate with SAM to ensure training aligns with operational goals and productivity expectations.

Ongoing Staff Development & Re-Education

• Identify training needs through QA audits, performance trends, and SAM feedback.
• Develop and deliver re-education sessions to address workflow changes, errors, or performance concerns.
• Provide coaching and side-by-side support for staff needing additional guidance.
• Track and document completion of training and re-education for all employees.
• Create refresher courses for tenured staff to reinforce best practices.

Scheduling Resource Management

• Maintain and regularly update all scheduling resources including workflow guides, smart phrases, decision trees, and tip sheets.
• Ensure all materials are accurate, standardized, and easily accessible to staff.
• Communicate updates and changes to scheduling processes in a timely manner.
• Partner with leadership and providers to ensure alignment with clinical expectations and templates.

Quality Assurance & Compliance

• Conduct routine audits of scheduling accuracy for clinic and procedures.
• Identify trends in errors and implement targeted training interventions.
• Ensure adherence to departmental workflows, policies, and compliance standards.
• Support SAM with data and insights related to staff performance and training effectiveness.

Operational & Leadership Support

• Serve as a subject matter expert for complex scheduling scenarios.
• Assist staff with escalated scheduling questions and problem resolution.
• Partner with Team Leads and SAM to support daily operations as needed.
• Participate in meetings related to workflows, system updates, and process improvements.
• Assist in developing standard workflows to improve efficiency and reduce variability.

Content Development & Process Improvement

• Design and update training materials, job aids, and process documentation.
• Continuously evaluate and improve training programs for effectiveness and efficiency.
• Collaborate with other DHAS departments to align training standards across access centers.
• Lead or participate in special projects related to workflow optimization and onboarding improvements.

Knowledge, Skills, and Abilities Instructional and facilitation skills, strong attention to detail and process standardization, ability to analyze trends and implement solutions, effective communication and interpersonal skills, organizational skills and time management, adaptability and problem solving.

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

Experience Requirements / Preferences Work requires one year of experience involving academic, instructional or training techniques to acquire skills necessary to plan, instruct and coordinate training and educational programs. Should possess general knowledge of technical subject matter.

Licensure / Certification Requirements N/A

Working Conditions

• Must be able to work under pressure in a busy clinic/office environment.
• Must be present on site for 8-hour shifts 40-60% of the month, as needed.
• Must participate in group activities requiring interpersonal skills & cooperation.
• Must be able to handle multiple assignments, conflicting demands & priorities.
• Must pay attention to detail over extended periods of time.
• Must be continually aware of variations in changing situations.
• Must be able to move throughout the office environment throughout the day.
• Must be able to lift 15-20 lbs.
• Must be able to push/pull 15-20 lbs.
• Must be able to carry 15-20 lbs.
• Must be able to reach for objects by extending arms.

Duke is an 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 (including pregnancy and pregnancy related conditions), sexual orientation or military 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.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.