Training Representative - GI Access

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.

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

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.

Work requires analytical,…