Training Partner - Access Center

Allentown, PA - 1110 American Parkway

Full time

R144942

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.

The Training Partner will develop and administer new and ongoing training programs for new and existing Patient Engagement Partners in the Access Center. This role will partner with Access Center performance management and operational leads to facilitate a cohesive training curriculum.

JOB DUTIES AND RESPONSIBILITIES:

• Develops training curriculum, technical and procedural proficiency, and service centric skills for clerical Access Center roles .

• Tailors and f acilitates multi- faceted training delivery approaches ( in-person, virtual, electronic, blended, and micro-learnings ) most conducive to effective learning for new hires and existing employees.

• Integrates adult learning principles into training courses and supports multiple learning styles using various instruction delivery methods.

• Conducts, organizes, and supports new hire orientation and foundational training courses.

• Partners with other stakeholders to establish and maintain necessary training environments (physical space, technology, fictitious training environments , etc.) .

• Partners with Network Instructional Design and Learning Technologies Department to leverage SLUHN’s learning management system (LMS) for training program development, delivery, and reporting needs, as appropriate .

• Ensures training content and materials (i.e., knowledge base article s ) represent current processes, technology, and clerical responsibilities.

• Partner s with operational leaders and Quality Assurance team to identify team skill and knowledge gaps and facilitate new or additional training sessions .

• Conducts role-playing to facilitate learning and development of interpersonal skills (e.g., negotiation, teamwork and conflict management) .

• Authors and maintains skill development modules and job aids.

• Assists with instructional design and development projects.

• Coordinates logistics and timing of classes and class registrations .

• Develops and maintains competency testing and documentation.

• Other duties as assigned

PHYSICAL AND SENSORY REQUIREMENTS:

Requires sitting for up to 8 hours per day, 2 hours at a time. Standing for up to 4 hours per day, 3 hours at a time. Requires occasional fingering, handling, and twisting and turning while entering data into the computer. Occasionally requires lifting, carrying, pushing and pulling objects weighing up to 25 pounds. Occasionally requires reaching above shoulder level. Must have the ability to hear as it relates to normal conversation, seeing as it relates to general, peripheral and near vision, visual monotony.

EDUCATION:

Bachelor’s degree in Education, Human Resources or related field required.

TRAINING AND EXPERIENCE:

• Minimum 2-5 years experience as a Customer Service Trainer or similar role required .

• Prior experience in sales or customer service required.

• Familiarity with interactive learning activities required.

• Competencies required:

• Excellent communication, facilitation, and presentation skills

• Focused on compliance

• Demonstrates continuous growth

• Quality-driven

• Service-oriented

• Excels at time management

• Prior experience and knowledge of medical health record systems preferred.

Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!!

St. Luke's University Health Network is an Equal Opportunity Employer. (http://www.slhn.org/EOE)

Founded in 1872, St. Luke’s University Health Network (http://www.slhn.org/) (SLUHN) is a fully integrated, regional, non-profit network of more than 23,000 employees providing services at 16 campuses and 350+ outpatient sites. With annual net revenue in excess of $4 billion, the Network’s service area includes 11 counties in two states: Lehigh, Northampton, Berks, Bucks, Carbon, Montgomery, Monroe, Schuylkill and Luzerne counties in Pennsylvania and Warren and Hunterdon counties in New Jersey. St. Luke’s hospitals operate the largest network of trauma centers in Pennsylvania, with the Bethlehem Campus being home to St. Luke’s Children’s Hospital. SLUHN is the only Lehigh Valley-based health care system to earn Medicare’s five-star ratings (the highest) for quality, efficiency and patient satisfaction. It is both a Leapfrog Group and Healthgrades Top Hospital and a Newsweek World’s Best Hospital. The Network’s flagship University Hospital has earned the 100 Top Major Teaching Hospital designation from Premier 13 times total and eleven years in a row, including in 2023 when it was identified as THE #4 TEACHING HOSPITAL IN THE COUNTRY. In 2021, St. Luke’s was identified as one of the 15 Top Health Systems nationally.

St. Luke’s is the ONLY health care institution in the Lehigh Valley to be named a Top Workplace regionally repeating the exclusive honor for the third year in a row. Also, for the third straight year, St. Luke’s has been a Top Workplaces in the Philadelphia Region by the Philadelphia Inquirer, ranking 9th in the large employer category for 2025 and the only health care system in PA to receive this award. In 2025, St. Luke’s was recognized as a national Top Workplaces by USA Today, three years in a row, including the 3rd best health care system in the nation in 2023 and 2024. Lastly, in 2025, St. Luke’s was named a Top Workplace in New Jersey for the third year in a row.

Learn More Here. (http://www.slhn.org/About)