Learning and
Developmental
Opportunities
Human Resources
© Department of Learning & Organizational Development  Reliant Medical Group
Page 1
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
© Department of Learning & Organizational Development  Reliant Medical Group
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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!
© Department of Learning & Organizational Development  Reliant Medical Group
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LEARNING & ORGANIZATIONAL DEVELOPMENT
Our Mission
Helping ALL Reliant Medical Group employees develop their full potential.
Our Services
Organizational
Development
Guide to
Resources
Custom
Training
Epic
Classes
Talent
Development
Tailored
Interventions
LMS
Administration
New Provider
Training/Support
© Department of Learning & Organizational Development  Reliant Medical Group
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LEARNING & ORGANIZATIONAL DEVELOPMENT
Tailored Interventions
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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
 LMSadministrator@reliantmedicalgroup.org
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
© Department of Learning & Organizational Development  Reliant Medical Group
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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:
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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:
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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
Course Length: 2 hours
LEARNING & ORGANIZATIONAL DEVELOPMENT CLASSES
© Department of Learning & Organizational Development  Reliant Medical Group
Page 6
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:
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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
Target Audience: Managers, Supervisors (Leads), Directors
Course Length: 4 hours
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:
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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
Target Audience: All Employees
Course Length: 4 hours
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:
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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
Target Audience: Managers, Supervisors (Leads), Directors
Course Length: 4 hours
LEARNING & ORGANIZATIONAL DEVELOPMENT CLASSES
© Department of Learning & Organizational Development  Reliant Medical Group
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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:
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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
Target Audience: Managers, Supervisors (Leads), Directors
Course Length: 4 hours
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:
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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
Target Audience: Managers, Supervisors (Leads), Directors
Course Length: 4 hours
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:
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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
Target Audience: All Employees
Course Length: 4 hours
LEARNING & ORGANIZATIONAL DEVELOPMENT CLASSES
© Department of Learning & Organizational Development  Reliant Medical Group
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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:
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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
Target Audience: All Employees
Course Length: 2 hours
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:
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Understand Deming’s 14 Points
Assess the impact of fear on lost productivity / performance
Practice methods of removing fear from your own work setting
Target Audience: All Employees
Course Length: 4 hours
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:
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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
Target Audience: All Employees
Course Length: 2 hours
LEARNING & ORGANIZATIONAL DEVELOPMENT CLASSES
© Department of Learning & Organizational Development  Reliant Medical Group
Page 9
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:
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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
Target Audience: Managers, Supervisors (Leads), Directors
Course Length: 4 hours
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
designed to help you:
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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
Course Length: 4 hours
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:
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Clearly differentiate the GREAT from the POOR performer
Clearly define supervisory responsibilities
Clearly define supervisory expectations
Provide developmental correction actions
Target Audience: Managers, Supervisors (Leads), Directors
Course Length: 2 hours
LEARNING & ORGANIZATIONAL DEVELOPMENT CLASSES
© Department of Learning & Organizational Development  Reliant Medical Group
Page 10
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:
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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
Course Length: 2 hours
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:
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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
Target Audience: Managers, Supervisors (Leads), Directors
Course Length: 4 hours
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:
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Your DiSC Management Style
People Reading
Directing and Delegating
Motivation
Developing others
Working with your Manager
Target Audience: Managers, Supervisors (Leads), Directors
Program Length: Cohort will meet for 2 hours monthly
LEARNING & ORGANIZATIONAL DEVELOPMENT CLASSES
© Department of Learning & Organizational Development  Reliant Medical Group
Page 11
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:
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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
The Reliant Experience
Target Audience: All Employees
Course Length: 4 hours
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:
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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
Target Audience: All Employees
Course Length: 2 hours
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:
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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
Course Length: 2 hours
LEARNING & ORGANIZATIONAL DEVELOPMENT CLASSES
© Department of Learning & Organizational Development  Reliant Medical Group
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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:
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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
Target Audience: Managers, Supervisors (Leads), Directors
Course Length: 4 hours
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:
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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
Target Audience: All employees
Course Length: 4 hours
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.
Target Audience: All employees
Course Length: This class meets one day a week for eight weeks, 4 hours the first week
and 3 hours each additional week.
LEARNING & ORGANIZATIONAL DEVELOPMENT CLASSES
© Department of Learning & Organizational Development  Reliant Medical Group
Page 13
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:
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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.
Target Audience: All employees
Course Length: 2 hours
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:
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Understand the basic Lean Principles
Apply the Lean techniques to improve patient care, while enhancing provider
and staff satisfaction
Target Audience: All employees
Course Length: 3 hours
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:
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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
LEARNING & ORGANIZATIONAL DEVELOPMENT CLASSES
© Department of Learning & Organizational Development  Reliant Medical Group
Page 14
The Reliant Experience
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
Target Audience: All employees
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:
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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
Target Audience: All employees
Course Length: 2 hours
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:
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“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.”
Target Audience: All employees
Course Length: 2 hours
LEARNING & ORGANIZATIONAL DEVELOPMENT - BY REQUEST
© Department of Learning & Organizational Development  Reliant Medical Group
Page 15
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”
Target Audience: All Employees
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:
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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
Workshop Length: Tailored to specific needs
LEARNING & ORGANIZATIONAL DEVELOPMENT - BY REQUEST
© Department of Learning & Organizational Development  Reliant Medical Group
Page 16
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
Target Audience: All Employees
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
designed to help you:
 Identify components of team building
 Assess the quality of your team
 Contribute to team building
 Develop your team
Target Audience: Intact Work Team
Workshop Length: Tailored to specific needs
© Department of Learning & Organizational Development  Reliant Medical Group
Page 17
LEARNING & ORGANIZATIONAL DEVELOPMENT - BY REQUEST
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:
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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
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:
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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:
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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
Course Length: 8.5 hours
© Department of Learning & Organizational Development  Reliant Medical Group
Page 18
EPIC TRAINING CLASSES
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:
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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
Course Length: 3 hours
Prerequisites: Appointment Booking, Chart Basics and Encounter Basics
Chart Basics
This class provides an introduction to the Electronic Health Record (EHR). This class is
designed to help you:
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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
Course Length: 3.5 hours
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:
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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
Course Length: 8 hours
Prerequisite: Introduction to Appointment Booking, Appointment Booking
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EPIC TRAINING CLASSES
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:
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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
Course Length: 4.5 hours
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:
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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
Balance and close the cash drawer
Target Audience: Patient Service Specialists and Medical Assistants responsible for
check out activities
Course Length: 3 hours
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:
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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
Course Length: 4 hours
Prerequisites: Chart Basics
© Department of Learning & Organizational Development  Reliant Medical Group
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EPIC TRAINING CLASSES
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:
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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
Course Length: 8.5 hours
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
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View and update medical information in the electronic health record
View and respond to staff messages
Chart Basics for Pharmacy
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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:
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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
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EPIC TRAINING CLASSES
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:
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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
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Target Audience: Medical Assistants in Internal Medicine and Family Practice
Course Length: 3.5 hours
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:
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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
Course Length: 3 hours
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:
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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
Target Audience: Provider Staff
Course Length: 4 hours
Prerequisites: Chart Documentation for Providers
© Department of Learning & Organizational Development  Reliant Medical Group
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EPIC TRAINING CLASSES
Lab Functions
This class provides an introduction to the Epic functions used by lab staff. This class is
designed to help you:
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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
Course Length: 4 hours
MyChart for Providers
This class explains MyChart functionality and operations. This class is designed to
help you:
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Review what patients see in their MyChart website account
Manage MyChart messages to and from patients
Manage MyChart appointment requests
Target Audience: Provider Staff
Course Length: 2 hours
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:
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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
Course Length: 8.5 hours
Prerequisites: Appointment Booking and Chart Basics
© Department of Learning & Organizational Development  Reliant Medical Group
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EPIC TRAINING CLASSES
Radiology Functions for Support Staff
This class explains the functions required to run the radiology front desk effectively.
This class is designed to help you:
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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
Course Length: 7 hours
Radiology Functions for Technologist
This class explains the Epic functions for techs in radiology. This class is designed to
help you:
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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
Course Length: 4 hours
ReadyMed Functions
The class explains the unique workflows used at ReadyMED. This class is designed to
help you:
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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
Balance and close the cash drawer
Release lab orders
Target Audience: Medical Assistants and Radiology Technologists working at
ReadyMED
Course Length: 4 hours
© Department of Learning & Organizational Development  Reliant Medical Group
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EPIC TRAINING CLASSES
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:
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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
Course Length: 3 hours
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.
This class is designed to help you:
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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
Course Length: 3 hours
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.
This class is designed to help you:
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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
Target Audience: All Employees
Course Length: 3.5 hours
© Department of Learning & Organizational Development  Reliant Medical Group
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EPIC TRAINING CLASSES
Templates
This class provides an overview for creating, editing, and deleting templates for provider
schedules in Epic. This class is designed to help you:
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Create templates
Edit templates
Add general and daily messages to a schedule
Add template exceptions
Delete templates
Target Audience: Employees who maintain provider schedules
Course Length: 3 hours
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
Course Length: 4.5 hours
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:
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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
Course Length: 8.5 hours
Prerequisites: Appointment Booking and Chart Basics
© Department of Learning & Organizational Development  Reliant Medical Group
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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:
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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
Course Length: 3 hours
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:
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Define basic elements of Excel
Save files
Data entry
Formatting
Basic formulas
Print Layout and Size
Charts and Graphs
Target Audience: All Employees
Course Length: 4 hours
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:
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Word 2010 Basics
PowerPoint 2010 Basics
Outlook 2010 Basics
SharePoint Basics
Target Audience: All Employees
© Department of Learning & Organizational Development  Reliant Medical Group
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EMPLOYEE RELATIONS
Employment Law 101
This course is designed to help managers and supervisors understand basic state and
federal employment laws.
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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
Course Length: 2 hours
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.
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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:
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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.
Target Audience: All Employees
© Department of Learning & Organizational Development  Reliant Medical Group
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LEARNING MANGEMENT SYSTEM (LMS)
Use the LMS to:
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Register for internal instructor-led classes or complete on-line modules
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View your Personal Training Transcript, Course Catalog, Resource Library
Access Information:
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User Name: first three letters of your last name followed by your five-digit
employee number
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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
© Department of Learning & Organizational Development  Reliant Medical Group
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© Department of Learning & Organizational Development  Reliant Medical Group
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