Advancing the Patient and Provider Experience With the Ambulatory Administrative Academy, a Robust Training Program for Our Front-Line Administrative Staff (142H)

In today's highly competitive healthcare environment where access is a top priority for consumers, the lack of a structured, upfront and hands-on training for our ambulatory team members has been cited as the cause for many of the challenges faced by patients, providers and practices. To better support patient access and organizational efficiency, we developed the Ambulatory Administrative Academy (AAA), an in-person, two-week program for all ambulatory front-line staff to attend before beginning their patient-facing roles. The AAA was modeled after other customer-focused industries who have extensive training for their team prior to any publicly facing engagement.

The administrative staff get a previously nonexistent level of onboarding education in patient accommodation and experience, providing access, telephone etiquette and operations, scheduling, capacity management, and revenue cycle. By the time the administrative staff completes their training they will have access, experience and a deep understanding of organizational values and expectations, while also gaining the confidence needed to navigate the health system's complex scheduling system.

In this session we will provide a detailed strategy on how we partnered across multidisciplinary teams to build, launch, grow and sustain the AAA. In addition, we will discuss the KPIs we use to track and measure success across our large health system.