Learning and Developmental Opportunities Assessment (see page 9) Myers Briggs Type Indicator (see...

© Department of Learning & Organizational Development Reliant Medical Group

Learning and

Developmental

Opportunities

Human Resources


TABLE OF CONTENTS

LEARNING & ORGANIZATIONAL DEVELOPMENT ............................................ 4

Our Mission .................................................................................................................................... 4

Our Services .................................................................................................................................... 4

Tailored Interventions ..................................................................................................................... 5

More Information ............................................................................................................................ 5

LEARNING & ORGANIZATIONAL DEVELOPMENT CLASSES ......................... 6

Atrius Health Leadership Academy: A Catalyst for Organizational Transformation ........... Error!

Bookmark not defined. Appreciative Inquiry ....................................................................................................................... 6 Assessment Tools............................................................................................................................ 6 Behavioral Interviewing.................................................................................................................. 7 Career Development: A Tool for Improvement .............................................................................. 7

Coaching for Improvement ............................................................................................................. 7

Coaching for Success ...................................................................................................................... 8

Conflict Management...................................................................................................................... 8 Customer Service from Good to Great ........................................................................................... 8 DiSC Assessment: Understanding Personal Style .......................................................................... 9 Driving Fear out of the Workplace ................................................................................................. 9

Effective Meetings .......................................................................................................................... 9 Effective Performance Reviews .................................................................................................... 10

Effective Presentations.................................................................................................................. 10 The Effective Supervisor: and Dealing with the Difficult Employee ........................................... 10 Empathy Training ......................................................................................................................... 11

Essentials of Effective Leadership ................................................................................................ 11 Everything DiSC Management: A Five Part Development Series ............................................... 11

Fundamentals of Customer Service .............................................................................................. 12

How to Deal with Difficult Behaviors .......................................................................................... 12

Improving your Communication Skills ........................................................................................ 12 Managing Change ......................................................................................................................... 13 Managing Relationships................................................................................................................ 13

Medical Terminology.................................................................................................................... 13 Myers Briggs Type Indicator: Understanding and Improving Personal Effectiveness ................ 14

Patient Care Improvement System (PCIS): Lean ......................................................................... 14 Reliant Development Academy .................................................................................................... 14 The Reliant Experience ................................................................................................................. 15

Time Management ........................................................................................................................ 15 Work Life Balance ........................................................................................................................ 15

LEARNING & ORGANIZATIONAL DEVELOPMENT - BY REQUEST ............. 15

Custom Applications Training ...................................................................................................... 16 Diversity Forum ............................................................................................................................ 16 The Extraordinary Leader: How to Go from Good to Great ........................................................ 16

The “Holistic Leader” ................................................................................................................... 17 Personal Development Workshop................................................................................................. 17 Shadowing Program ...................................................................................................................... 17 Team Building .............................................................................................................................. 17 Work/Life Balance Retreat ........................................................................................................... 18


EPIC TRAINING CLASSES .......................................................................................... 18

Advanced Charting for Providers ................................................................................................. 18 Call Center Training ..................................................................................................................... 19

Chart Basics .................................................................................................................................. 19 Chart Documentation for Providers .............................................................................................. 19

Check In ........................................................................................................................................ 20 Check Out ..................................................................................................................................... 20 Encounter Basics ........................................................................................................................... 20 Encounters for Nurses ................................................................................................................... 21 Epic Training for Pharmacy .......................................................................................................... 21

Full Registration............................................................................................................................ 21 Health Coach ................................................................................................................................. 22 In Basket for Support Staff ........................................................................................................... 22 In Basket Management for Providers ........................................................................................... 22 Lab Functions................................................................................................................................ 23

MyChart for Providers .................................................................................................................. 23

Patient Rooming Encounters......................................................................................................... 23

Radiology Functions for Support Staff ......................................................................................... 24 Radiology Functions for Technologist.......................................................................................... 24

ReadyMed Functions .................................................................................................................... 24 Referrals ........................................................................................................................................ 25 Refill Encounters .......................................................................................................................... 25

Reliant Systems ............................................................................................................................. 25 Templates ...................................................................................................................................... 26

Training Wrap-Up ......................................................................................................................... 26 Triage for Nurses .......................................................................................................................... 26

OTHER APPLICATIONS TRAINING ........................................................................ 27

Cybershift for Managers ............................................................................................................... 27

Excel Basics 2010 ......................................................................................................................... 27 Microsoft Office 2010................................................................................................................... 27

EMPLOYEE RELATIONS ............................................................................................ 28

Employment Law 101 ................................................................................................................... 28 The Basics of Leave of Absence ................................................................................................... 28

Pathways Mentoring Program ....................................................................................................... 28

LEARNING MANGEMENT SYSTEM (LMS) ............................................................ 29

Use the LMS to: ............................................................................................................................ 29 Registering for an Instructor-Led Class in the LMS ..................................................................... 29

Managers – Approving a Training Request .................................................................................. 29

Some courses qualify for CEU/CME credits!


LEARNING & ORGANIZATIONAL DEVELOPMENT

Our Mission

Helping ALL Reliant Medical Group employees develop their full potential.

Our Services

Talent

Development

Epic

Classes

Guide to

Resources

Organizational

Development

Tailored

Interventions

New Provider

Training/Support

LMS

Administration

Custom

Training


LEARNING & ORGANIZATIONAL DEVELOPMENT

Tailored Interventions

Continuous Improvement Process Techniques

Interpersonal and Developmental Profile Assessments

Needs Assessments

Organizational Diagnostics and Culture Change Assessments

DiSC Assessment (see page 9)

Myers Briggs Type Indicator (see page 14)

The “Holistic Leader” (see page 17)

Team Building (see page 17 )

Shadowing Program (see page 17)

Survey requests and analyses

Any of our programs may be modified to fit your team’s needs

and be delivered to an intact work group.

More Information

For more information on:

Regularly scheduled Epic training classes and Medical

Terminology

Training and support for new providers

Custom applications training

Learning Management System (LMS)

Please contact the Training Department at:

x62131

508-595-2131

[email protected]

For more information on:

Regularly scheduled non-technical training classes

Training for new staff

Customized developmental training

Tailored interventions

Please contact the L&OD Coordinator at:

X33241

774-261-1241

mailto:[email protected]


LEARNING & ORGANIZATIONAL DEVELOPMENT CLASSES

Appreciative Inquiry

“Appreciative Inquiry” is a revolutionary new method of conducting strategic planning,

assessing change and addressing problems from a different perspective. This class is

designed to help you:

Understand the AI process

Apply AI to Solve a real life work related problem using the model

Understand the effectiveness of collaborative decision making

Apply the learning in a simulated exercise

Target Audience: All Employees

Course Length: 2 hours

Assessment Tools

Having the right person in the right job with the right skills at the right time is the goal of

every supervisor. How can we ensure this goal is achieved? This class is designed to help

you:

Ensure you hire the “best matched” candidate to meet your needs

Use the Assessment Tool as a means of ongoing development for your staff

Tools available for: Physicians and Physician Leaders

Managers and Directors

o Nurses, Medical Assistants, Patient Service Specialists

Target Audience: Managers, Supervisors (Leads), Directors




Behavioral Interviewing

Do you have an opening to fill and are not sure what questions you are permitted to ask?

Ever ask yourself, “How can I prepare questions which really focus on the behaviors and

skills I want in a new employee?” This class is designed to help you:

Learn how to partner more effectively with your recruiter

Write powerful behavioral interview questions

Differentiate legal v. illegal interview questions

Conduct behavioral interviews more effectively

Develop strategies for effective interviews



Career Development: A Tool for Improvement

Looking for something more out of work than “just a job”? Want to make work more

meaningful for you while helping to shape your own career? This class is designed to

help you:

Become familiar with the Center for Creative Leadership’s model of Career

Development

Map out a career development plan for yourself

Learn how to work with your high potential staff members in creating a career

development plan



Coaching for Improvement

Do you have an employee who is not working up to their potential and the needs

of the business? Not sure what to do? Not sure how to develop the person? This

class is designed to help you:

Diagnose problems situations to understand the underlying reasons for

poor performance

Describe the elements of a model to conduct face-to-face coaching

sessions

Apply the coaching for improvement model through in-class activity





Coaching for Success

Ever had a great coach, mentor or teacher? Someone who truly motivated you? Want to

become someone like that? This class is designed to help you:

Learn the characteristics of effective coaches

Implement feedback guidelines more effectively

Diagnose a coaching situation

Practice coaching in a classroom environment

Identify strengths and areas needing improvement



Conflict Management

How many times have you been in a conflict situation and “wished” you had handled it

better. Disappointed with the aftermath of conflicts? This class is designed to help you:

Recognize the signs of conflict

Raise your awareness of your own conflict management style

Consider alternative methods of successfully dealing with conflict

Resolve conflicts in a way which is more satisfying to you



Customer Service from Good to Great

Sometimes “good” isn’t good enough. We have to continually find new ways to “WOW”

our patients and colleagues, to take our service from good to great, to maintain and

expand our customer base. If we don’t do this, our competitors will. Want to learn how

to go from “good to great”? This class is designed to help you:

Implement Service Recovery effectively when needed

Understand and utilize appropriate stress management approaches

Identify strategies to take good customer service to great customer service

The Reliant Experience




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DiSC Assessment: Understanding Personal Style

Do you ever wonder why you tend to get along better with some people or why you seem to

be misunderstood by others? Are you concerned that you aren’t as successful as you might

be, at least in the eyes of some? This class is designed to help you:

Receive individualized feedback about your style based on your own data

Understand personal style differences and how you may be seen by others

Explore how you behave under stress and under normal circumstances

Identify actions for personal growth

Increase your leadership effectiveness



Driving Fear out of the Workplace

The Lean initiative will lead to a transformation in the leadership and management. Empowerment will be a key driver

behind the Lean change. However for Empowerment to be successful, people cannot be afraid to express honest opinions.

This class is designed to help you:

Understand Deming’s 14 Points

Assess the impact of fear on lost productivity / performance

Practice methods of removing fear from your own work setting



Effective Meetings

Have you been to a meeting and asked yourself, “what am I doing here?” This class is

designed to maximize the value of all participants’ time at meetings – and to produce

“meeting results”. This class is designed to help you:

Identify what makes for a successful meeting

Learn the critical steps of an effective meeting

Understand the responsibilities of meeting participants

Learn how to “debrief and process” each meeting for continuous improvement




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Effective Performance Reviews

Very few people like performance reviews – manager or employee. It does not have to be

that way. If done well, performance reviews can be an important management and

development tool. This class is designed to help you:

Understand the importance of performance reviews for managers and employees

of Reliant Medical Group

Analyze gaps in performance reviews more accurately and completely

Understand management traps and gray areas in performance reviews and how to

address them



Effective Presentations

Are you nervous getting up in front of groups? Have you presented before? Had a truly great or poor experience?

Effective Presentations will give you an opportunity to practice presenting in a small and safe environment. This class is


Plan the presentation event, including Do’s and Don’ts

Think and create a logical path for the presentation

Manage the environment, where to stand and where to focus

Deliver two, 2 minute presentations in a practice environment

Target Audience: All employees – limited to 8 participants


The Effective Supervisor: and Dealing with the Difficult Employee

One of the most difficult tasks facing any person in a supervisory role is dealing with the

difficult employee. Want to master this difficulty? This class is designed to help you:

Clearly differentiate the GREAT from the POOR performer

Clearly define supervisory responsibilities

Clearly define supervisory expectations

Provide developmental correction actions





Empathy Training

One of the keys to a successful Patient Centered Medical Home process is the effective

use of Empathy Statements. The class is designed to help you:

Facilitate the discussion so it is patient centered and patient controlled

Help the patients become compliant with provider recommended actions and

behaviors

Make the patient’s experience a caring, empathic and respectful encounter

Target Audience: Medical Assistants and others who would benefit from the training


Essentials of Effective Leadership

Are you a leader? A manager? Both? Do you know the essential behaviors of effective

leaders? Often, how a leader uses power determines their success in a leadership role.

Want to find out more? This class is designed to help you:

Understand the essential leadership characteristics

Learn to differentiate between being a manager and being a leader

Understand and utilize the bases of power

Apply the learning in a leadership exercise



Everything DiSC Management: A Five Part Development Series

In this 5 part class, you will learn how to navigate the transition from being a peer to

being a manager. Observing how others manage, through practice and learning on the job

are the ways most managers learn to manage. Topics to be covered:

Your DiSC Management Style

People Reading

Directing and Delegating

Motivation

Developing others

Working with your Manager


Program Length: Cohort will meet for 2 hours monthly



Fundamentals of Customer Service

What distinguishes Reliant Medical Group from others is the quality of our customer

service. We all serve customers, internal and external. This class is designed to help you:

Build upon your own experience as a customer to deliver superior service

Explain and utilize a Customer Service Relationship framework

Identify how your personal values, including professionalism contribute to

customer service

Keep a personal customer service journal to track and learn from key customer

service incidents




How to Deal with Difficult Behaviors

Have you had to deal with difficult behaviors and not sure what’s working and what isn’t? This class is designed to

help you:

Identify your own “hot buttons”

Learn how to identify different types of difficult behavior

Determine what is in your control and what is not

Understand what works and what doesn’t work to diffuse situations



Improving your Communication Skills

“The difference between the right word and the almost right word is the difference

between lightning and the lightning bug” Mark Twain. Effective communication in all its

aspects is a key to successful outcomes and working relationships. This class is designed

to help you:

Understand the essential characteristics of effective communications

Delve into various aspects of communication: listening, speaking, email, writing,

Take a Communication Assessment Instrument

Apply the learning in practice exercises

Target Audience: All employees




Managing Change

Do you ever feel overwhelmed by constant change and the expectations for you to

support changes? How leaders implement change has direct impact on the success of

change. This class is designed to help you:

Understand the impact change has on individuals, teams and organizations

Learn different stages and how to deal with normal reactions to change

Understand Kotter’s model for effective change

Learn leadership skills necessary to implement successful change



Managing Relationships

Relationships can be challenging and the key to being successful in an increasingly

complex organization. Do you want to have more effective relationships with your boss,

direct reports and peers? This program will give you strategies to influence relationships

downward, upward and horizontally. This class is designed to help you:

Understand the impact working effectively with all levels has on your success

Learn different strategies for figuring out who are key constituencies and

stakeholders

Apply concepts to your work relationships



Medical Terminology

This course teaches the basic design of medical terminology and how to easily remember,

pronounce, and apply the meanings of the prefixes, roots and suffixes that combine to

form over 11,000 complex medical terms. This course meets once a week for eight

weeks. By enrolling in the first session you are committing to attend all eight sessions of

this course. The last session of the course includes a written test. Medical Assistants

who complete the course and pass the final exam will receive 25 CEU credits.


Course Length: This class meets one day a week for eight weeks, 4 hours the first week

and 3 hours each additional week.



Myers Briggs Type Indicator: Understanding and Improving

Personal Effectiveness

Do you ever wonder why you tend to get along better with some people or why you

seem to be misunderstood by others? Want to learn how to improve your personal

effectiveness in all interactions? This class is designed to help you:

Understanding the origins of your own personality development

Learn the most effective communication patterns to use with others

Improve your effectiveness in receiving feedback

Increase your leadership effectiveness.



Patient Care Improvement System (PCIS): Lean

Lean is defined as “the relentless pursuit of the perfect process and outcomes through

waste elimination”. We are in the midst of a transformation effort across the

organization where every staff and provider is empowered to produce positive results.

Interested in learning more about Lean? This class is designed to help you:

Understand the basic Lean Principles

Apply the Lean techniques to improve patient care, while enhancing provider

and staff satisfaction



Reliant Development Academy

The goal of the Program is to “provide the skills and leadership necessary to manage

a multi-million dollar business”. Participants must commit to the entire program and

attend via a cohort format. Topics include:

Managerial and Leadership Development

Strategic Deployment in a Changing Healthcare Environment

Strategic Innovations in Medicine

Medical Management and Clinical Effectiveness

HR Strategies with a Changing Workforce

Employment Law

Coaching’s Role in Developing People

Target Audience: Managers, Supervisors (Leads), Directors and Future Physician

Leaders




The Goal of the Reliant Experience is to: Become the Employer and Delivery System

of Choice by improving satisfaction and engagement of our patients and employees.

The training will focus on:

Converting the R E L I A N T acronym into satisfaction and engagement

behaviors

Practice the skills to take R E L I A N T and incorporate into positive

behaviors

Apply the learning in role playing practices


Program Length: 2 hours

Time Management

Do you ever complain that there just aren’t enough hours in the day to get your job

done? Do you ever feel the weight of the company on your shoulders? Do you get stuck

in trying to figure out what to do next? This class is designed to help you:

Identify critical barriers to managing time effectively

Learn several tools and tips to manage your time more effectively

Assess the pros and cons of multi-tasking



Work Life Balance

Prioritizing work, family and personal life can feel like a precarious juggling act. The

balance can shift during different life stages and because of changing work and family

demands. If you feel that you want to have a better balance in your life, then workshop is for

you. Comments from past participants:

“I realized that if I had more time, my priority is not social or self, but to increase

personal time.”

“Thoughtful analysis of my current state of balance made me appreciate that

deliberate moves in the past have moved me to a stronger balance than I had in the

past.”



LEARNING & ORGANIZATIONAL DEVELOPMENT - BY REQUEST


Custom Applications Training

If you have a group of staff who need to learn a new job function or get a refresher on a

particular function in Epic or other software application, the Training Specialists can

develop a custom program to meet your needs. We will work with managers to design

the program based on your requirements, and deliver the program based on your staff’s

availability to attend a class.

Target Audience: Groups of staff in one or more departments who must learn a new skill

or update existing skills. Individuals who take on a new job responsibility or need to

relearn a job function should sign up for the appropriate regularly scheduled class.

Course Length: Tailored to specific needs

Diversity Forum

In order to support Reliant Medical Group becoming employer of choice and increasing

our patient population, we need to increase our ability to value differences and foster

inclusion. Topics covered include:

Cultural awareness

Emotional Intelligence

Work effectively with diverse populations

Diversity is defined as: “Race, gender, age, language, physical characteristics,

disability, sexual orientation, economic status, parental status, education, geographic

origin, profession, lifestyle, religion, position in the company hierarchy, and any other

difference”


Workshop Length: Tailored to specific needs

The Extraordinary Leader: How to Go from Good to Great

We all have experiences with good leaders, and rarer great leaders. In this class,

everyone can be a leader at all levels for their standards and your contributions to the

organization. This workshop is designed to help you:

Understand the difference between good and great leaders

Define competencies of extraordinary leaders

Assess your own leadership strengths and weaknesses

Apply strengths and behaviors that demonstrate effective leadership

Leave with a plan for how to become a great leader

Target Audience: Managers, Supervisors (leads) and Directors




The “Holistic Leader”

Designed to meet your personal and professional developmental needs. The following

tools will help you become a Holistic Leader:

DiSC – Leadership Assessment

MBTI – Personality Assessment

Thomas Kilmann – Conflict Assessment

Johari Window – Communication Assessment

E I – Emotional Intelligence Assessment

360 Assessment – 360 Leadership Assessment

Target Audience: Managers, Supervisors (leads) and Directors

Workshop Length: One on one coaching

Personal Development Workshop

This program is an intensive personal growth experience for those wishing to improve

their personal and professional effectiveness. This workshop is designed to help you:

Increase your self-awareness and interpersonal effectiveness

Assess your value understanding and how it effects life choices

Provide a holistic approach to personal growth

Help you create developmental action plans


Workshop Length: Two and ½ day program (residential living required)

Shadowing Program

The Shadowing Program encompasses the entire visit, from registration and rooming,

through interactions with the physician and nurses, lab work ( if needed) and check out:

Increase commitment to customer satisfaction

6 CMEs are offered for participation

Provider receives $100 to their CME or CEU educational bank

Target Audience: Providers

Program Length: Full day

Team Building

This program can be designed to meet specific needs of department. This workshop is


Identify components of team building

Assess the quality of your team

Contribute to team building

Develop your team

Target Audience: Intact Work Team



EPIC TRAINING CLASSES

Advanced Charting for Providers

This class explains advanced Epic charting functionality and In Basket management for

providers. This class is designed to help you:

Use shortcuts to navigate Epic

Create, maintain and share SmartPhrases

Manage In Basket more efficiently using quick actions

Customize Epic menus and toolbars

Target Audience: Providers

Course Length: 2.5 hours

Prerequisites: New Provider Training and at least three months on site experience

Appointment Booking

This class provides an introduction to appointment scheduling and modified

registration. New hires generally take this class during the first week of

employment. This class is designed to help you:

View provider schedules

Complete and edit modified registration information

Book, cancel, and reschedule a variety of types of appointments

Attach an existing referral

Add a patient to the Waitlist

Use the Mitel phones

Target Audience: Patient Service Specialists, on-site Central Registration staff,

Check-In Specialists, Medical Assistants, and Nurses



Work/Life Balance Retreat

The pressures of balancing the needs of home and work often place significance stress

on the employee and family. This overnight residential program is designed to:

Define the pressures that work produces on home life

Provide you with methods to more effectively address the work life balance

issues

Enhance the collaboration needed to successfully balance the work life issues

Target Audience: All employees and their significant other

Workshop Length: Overnight residential program



Call Center Training

This class covers the specific patient call workflows used in the Call Center at

Plantation Street. This class is designed to help you:

Handle an emergent call

Process various types of calls from patients, outside providers, and other

healthcare facilities

Use SmartPhrases, SmartTexts, and letters related to document patient calls

Order pre-physical labs

Target Audience: Patient Service Specialists in the Call Center at Plantation Street


Prerequisites: Appointment Booking, Chart Basics and Encounter Basics

Chart Basics

This class provides an introduction to the Electronic Health Record (EHR). This class is


Access a patient’s chart

Review the information in a chart

Use filter and searches when reviewing a chart

Add and/or update data in a chart

Create patient letters

Add a patient flag

Target Audience: Patient Service Specialists, Medical Assistants, and Nurses


Chart Documentation for Providers

This class provides an introduction to the Electronic Health Record (EHR) and

chart documentation. This class is designed to help you:

Access a patient’s chart

Review the information in a chart

Use filter and searches when reviewing a chart

Add and/or update data in a chart

Create patient letters

Document a patient visit

Understand billing compliance and coding for visits

Use Doc Flowsheets

Create Basics SmartTools

Order labs

Target Audience: Provider Staff


Prerequisite: Introduction to Appointment Booking, Appointment Booking



Check In

This class covers procedures related to checking in patients, accepting payments, and

cashing out at the end of the day. This class is designed to help you:

Run the Department Appointments Report (DAR)

Check patients in and complete modified registration

Correct hard stop warnings

Collect and document copayments and other payments

Balance and close the cash drawer

Enter the referring provider or update the PCP at check in

Target Audience: Patient Service Specialists and Medical Assistants responsible for

check in activities


Prerequisite: Appointment Booking

Check Out

This class covers procedures related to checking patients out, scheduling orders, and

cashing out at the end of the day. This class is designed to help you:

Check patients out

Process and schedule check out orders

Schedule follow-up appointments

Collect payments for self-pay and non-covered services

Add and view department messages


Target Audience: Patient Service Specialists and Medical Assistants responsible for

check out activities


Prerequisite: Appointment Booking

Encounter Basics

This class explains the basics of Encounters and how to create them. Telephone

and Orders Only encounters are covered. This class is designed to help you:

Define the cycle of an Encounter (open->action->close)

Create and use Telephone Encounters

Create and use Order Only Encounters

Use SmartSets and other SmartTools effectively

Create SmartPhrases

Target Audience: Patient Service Specialists, Medical Assistants and Nurses


Prerequisites: Chart Basics



Encounters for Nurses

This class focuses on documenting nurse visits, and the administration of immunizations

and station medications. HR Training Specialists team-teach this class with Clinical

Performance staff. This class is designed to help you:

Document nurse visits

Document immunizations for both nurse and provider visits

Document station medications for both nurse and provider visits

Verify station medication orders

Target Audience: Nurses only


Prerequisites: Appointment Booking, Chart Basics and Patient Rooming Encounters.

Epic Training for Pharmacy

These classes cover specific topics for Pharmacy Staff.

Refill Encounters for Pharmacy

View and update medical information in the electronic health record

View and respond to staff messages

Chart Basics for Pharmacy

Using Refill Encounters

Updating Demographics

Looking up a Prescriber’s department

Target Audience: Pharmacy Staff

Full Registration

HR Training Specialists team-teach this class with a representative from Revenue

Operations. The class explains how to register new patients, create and change patient

accounts and coverage, and add and edit patient PCPs. This class is designed to help you:

Register a new patient

Recognize the different insurances patients may have

Create accounts and coverage

Link and unlink patient addresses

Add and edit patient PCPs

Target Audience: Patient Service Specialists, Medical Assistants, and Nurses who create

and register new patients

Course Length: 3 days



Health Coach

This class explains how to work the Disease Management Registry and document calls to

patients. HR Training Specialists team-teach this class with Clinical Performance and

L&OD staff. This class is designed to help you:

Understand the Patient Centered Medical Home (PCMH) and the role of the

Health Coach in this initiative

Work the Disease Management Registry and document related patient calls

Order labs and eye referrals, and book appointments

Target Audience: Medical Assistants in Internal Medicine and Family Practice


Prerequisites: Appointment Booking, Chart Basics, Encounter Basics, Patient Rooming

Encounters and at least three months on-site experience

In Basket for Support Staff

This class explains how to manage and respond to messages that come in to the

Epic In Basket. This class is designed to help you:

Respond to a Patient Call

Use QuickNote to update a message

View the Addendum, Open Encounters and CC & Non-Covered

Messages folders

Manage the Letters folder

Answer Patient Schedule Requests that come from MyChart

Create, reply to and forward Staff Messages

Target Audience: Administrative Staff


Prerequisites: Chart Basics, Encounter Basics

In Basket Management for Providers

This class explains how to document patient calls in Epic and how to determine the

course of action for these encounters. You will also learn how to manage your Epic In

Basket. This class is designed to help you:

Open and document a Telephone Encounter

Determine the course of action for completing or forwarding a Telephone

Encounter

Open and process a Refill Encounter

Manage your Epic In Basket

Use SmartTools effectively

Create SmartPhrases



Prerequisites: Chart Documentation for Providers



Lab Functions

This class provides an introduction to the Epic functions used by lab staff. This class is


Release lab orders

Order labs through SmartSets and the Order Entry activity

Send carbon copy lab results to providers

View lab orders and results

Cancel lab orders

Complete modified registration

Print demographic lab labels

Target Audience: All lab staff and any radiology staff who periodically cover the lab

check in desk


MyChart for Providers

This class explains MyChart functionality and operations. This class is designed to

help you:

Review what patients see in their MyChart website account

Manage MyChart messages to and from patients

Manage MyChart appointment requests



Prerequisites: Chart Documentation for Providers and In Basket Management for

Providers

Patient Rooming Encounters

This class covers rooming patients, and documenting a Visit Encounter. HR Training

Specialists team-teach this class with Clinical Performance staff. This class is designed

to help you:

Understand and implement LEAN standards

Room patients and document in the Visit Navigator

Enter and result station orders

Document orders that are part of a provider visit

Order and document DME supplies

Target Audience: Medical Assistants and Nurses


Prerequisites: Appointment Booking and Chart Basics

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Radiology Functions for Support Staff

This class explains the functions required to run the radiology front desk effectively.


Schedule orders and book appointments

Enter and view order notes

Create an order from a paper request

Change orders

Cancel and reschedule appointments

Complete modified registration and collect copayments

Handle walk-ins

Balance and close the Cash Drawer

Target Audience: Radiology Front Desk and Call Center staff only


Radiology Functions for Technologist

This class explains the Epic functions for techs in radiology. This class is designed to

help you:

Access the Technologist Worklist

Prepare for diagnostic exams

Begin and end exams

Use ancillary orders

Check patients in and complete modified registration

Handle walk-in appointments

Cancel and appointment

Target Audience: Radiology Technologists who perform general x-rays, ultrasounds,

mammograms, CTs and MRIs


ReadyMed Functions

The class explains the unique workflows used at ReadyMED. This class is designed to

help you:

View provider schedules

Work with the Department Appointments Report (DAR)

Book and process appointments

Collect and process patient payments

Create and edit referrals

Check patients out


Release lab orders

Target Audience: Medical Assistants and Radiology Technologists working at

ReadyMED




Referrals

This course has two parts. In the first part, a Training Specialist explains the referral

functionality in Epic. In the second part, a Revenue Operations staff member explains

referral insurance and business related information. This class is designed to help you:

Create a new referral

Attach an existing referral to an appointment

Edit a referral

Work the Referral and Unauthorized Services Reports

Understand the insurance requirements for referrals

Target Audience: Patient Service Specialists who create or manage referrals


Prerequisite: Appointment Booking and at least three months on-site experience

Refill Encounters

This class provides details on refilling prescriptions from phone calls, pharmacy faxes,

and ePrescribing messages following the established Medication Renewal Guidelines.


Verify the need for a medication refill

Create a Refill Encounter

Order a medication and any required related labs

Create a lab appointment letter

Target Audience: Medical Assistants and Nurses


Prerequisites: Appointment Booking, Chart Basics, Encounters Basics and at least three

months on-site experience

Reliant Systems

This class introduces staff to the different systems used at Reliant Medical Group.


Navigating in SharePoint

Clock in and out and approve your time sheet in Cybershift

Use LMS

Use Web Mail

Use Spark

Use the Mitel phones





Templates

This class provides an overview for creating, editing, and deleting templates for provider

schedules in Epic. This class is designed to help you:

Create templates

Edit templates

Add general and daily messages to a schedule

Add template exceptions

Delete templates

Target Audience: Employees who maintain provider schedules


Prerequisites: Appointment Booking and at least three months on-site experience

Training Wrap-Up

This class is designed to allow new employees time to independently practice

scenarios with training supervision. This extra practice will help reinforce

concepts they have learned during their training.

Target Audience: Patient Service Specialist, Medical Assistant, and Nurses


Prerequisites: Chart Basics and Appointment Booking

Triage for Nurses

This class provides the technical and clinical information needed to successfully triage

telephone calls. HR Training Specialists team-teach this class with Clinical Performance

staff. This class is designed to help you:

Create and determine the course of action for Telephone Encounters

Create addendums

Manage your In Basket

View a Patient Representative

Use SmartTools effectively in Telephone Encounters

Target Audience: Nurses only


Prerequisites: Appointment Booking and Chart Basics


OTHER APPLICATIONS TRAINING

Cybershift for Managers

This class introduces managers to Cybershift, our time and attendance application, and

explains the manager functions in the application. This class is designed to help you:

Make any necessary changes in hourly staff timesheets

Approve timesheets for both salaried and hourly staff

Approve or deny time off requests

Reset staff passwords

Assign an alternate user to cover when you are out

View reports

Target Audience: Managers and Leads who approve timesheets


Excel Basics 2010

This instructor led class is intended for beginners with little to no Excel experience. It

has no prerequisites. This class is designed to help you:

Define basic elements of Excel

Save files

Data entry

Formatting

Basic formulas

Print Layout and Size

Charts and Graphs



Microsoft Office 2010

The training department is currently in the process of developing additional Microsoft

Office 2010 classes in the near future. Classes may include but not limited to:

Word 2010 Basics

PowerPoint 2010 Basics

Outlook 2010 Basics

SharePoint Basics



EMPLOYEE RELATIONS

Employment Law 101

This course is designed to help managers and supervisors understand basic state and

federal employment laws.

Learn the basics of employment law as it affects management

Understand Federal and State Employee rights legislation (title VII of the Civil

Rights Act, The Americans With Disabilities Act, etc)

Examine discrimination, retaliation and fair and equal treatment principles

Review the basics of unemployment


Target Audience: Managers and Supervisors

The Basics of Leave of Absence

This course is designed to help managers and supervisors understand their role when an

employee needs a leave of absence. This seminar expands upon “Employment Law

101”; however, you do not need to complete “Employment Law 101” prior to attending

this training.

Learn your “Leave” responsibilities as a manager

Understand State and Federal Leave Laws, including FMLA, MMLA, SNLA

Understand Reliant Medical Group's process for implementing leaves of absence

Clarify the confusion between pay and protection

Demystify the ADA

Course Length: 1 hour

Target Audience: Managers and Supervisors

Pathways Mentoring Program

The Pathways Mentoring Program is designed to form a partnership between a more

experienced person and someone who aspires to grow personally and professionally.

Acceptance into the Pathways program is based on the following criteria:

Completion and submission of application form

Completion and submission of resume and manager nomination form

Professional goals and expectations that are consistent with Reliant Medical

Group

The Pathways Mentoring Program is open to applicants every 4 months, in January, May,

and September. However, employees can send in an application at any time. Please

contact Employee Relations for an application.



LEARNING MANGEMENT SYSTEM (LMS)

Use the LMS to:

Register for internal instructor-led classes or complete on-line modules

View your Personal Training Transcript, Course Catalog, Resource Library

Access Information:

User Name: first three letters of your last name followed by your five-digit

employee number

To reset your password, call the Help Desk x54357

Access from any PC at home: http://learn.reliantmg.org

Registering for an Instructor-Led Class in the LMS

1. From the Home Page, click on the Classroom Training Calendar

link in the left margin

2. Click on the tab for the month in which you wish to attend a class.

3. Click on the numeral for the day of the class

4. Find the class in the pop-up window, and click on the hyperlink in the

Enrollment section of the class description

5. The Enrollment Information screen will pop-up. Scroll down to the Enrollment

Approval Request section

6. Verify or enter your Supervisor’s Email Address

7. Click Request Approval to send the approval request to your supervisor

Managers – Approving a Training Request

When one of your employees requests approval to enroll in an instructor-led class, you

will get an email message from the LMS Administrator asking you to approve or deny the

request

1. Click the link in the email. You will see the User Enrollment Request screen

with both the employee’s name and the class information. The picture to the left

shows the top part of that screen

2. Click Approve or Deny. You will return to the User Enrollment Request screen

and see a message saying the user was saved

3. Click the X in the upper right corner to close the User Enrollment Request screen

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