February, 2017:

Competency- Based Training Program

Anyone who has successfully made the journey from purchasing a new practice management system or EHR to bringing the product live will recall one of the most challenging steps in the process involves being trained on the new software, as well as training your staff on the use of the application. Whether your organization has an upcoming implementation or is looking to develop an updated training program, you should consider a competency-based training program. This type of training program can be implemented regardless of the size of your organization.

 What is a Competency-based Training?

Competency-based training is training designed to allow a learner to demonstrate their ability to fulfill the duties of their job. This type of training combines job role and responsibilities with workflow and software functionality. This provides a robust training program with the goal of making your employees succeed in their everyday work, which translates to overall success for the organization.

Steps to Getting Started:

  • Document a list of all unique roles that staff must be trained for as a part of the implementation
  • Link each role to a set of competencies

o   Competencies are related sets of skills, knowledge, and abilities that are required to perform a specific task or role. The first critical step in creating a competency-based training program is to map competencies to the role

o   For example – Front Desk Scheduler role may have this list of competencies: Register a new patient, inquire about a patient registration, edit registration information, run eligibility, look up provider schedules, schedule patient appointments

  • Create a Competency Guide

o   Document a list of all unique competencies related to the new applications

o   Map each competency back to the associated roles

  • For example – Edit Registration competency – This competency may be used by the roles of Front Desk Scheduler, A/R Rep, Customer Service
  • Develop a Training Curriculum Guide

o   Create a modular-based curriculum that groups together similar competencies

o   Document the workflows for each job role and map to the curriculum

  • Develop Workflow-based Training Guides

o   Create training guides based on the modular-based curriculum

o   These are the specific documents that are based on job role and responsibilities and the software modules being implemented

  • Create a training schedule based on the modular classes

o   This allows multiple roles to attend the same classes for similar competencies

o   Maximizes instructor time and classroom usage

  • Administer competency-based assessments that measure the user’s ability to perform the tasks required for their specific roles


Webinar: The Impact of Rising Consumerism in Healthcare- Thursday March 2nd 12:00-1:00 EST

Consumer expectations in regards to customer service from healthcare organizations are on the rise. Just as consumers anticipate exceptional service from non-healthcare entities, they are placing these same expectations on the world of healthcare. The biggest challenge for health systems now is to understand patient expectations and take the necessary measures to accommodate the consumer, or else risk major organizational disruptions.

Culbert Healthcare Solutions invites you to join our CMO, Dr. Nancy Gagliano, for a FREE WEBINAR on Thursday, March 2nd at 12:00 pm EST for a comprehensive discussion on what patients anticipate from their healthcare organizations and how these health systems can ensure minimal interruptions in an ever-changing environment.

join here