Job Description

Job Summary:

Responsible for training new employees and supporting experienced employees to improve their performance. Duties include creating educational materials, conducting training sessions, identifying skills gaps, and ensuring staff members stay motivated. EMR Workflow advocate with knowledge of clinical/technical/billing processes in treatment center setting. Responsible for training employees and supporting all staff in formal settings as well as side by side amid clinical processes. Provides technical and application expertise to the end user adoption and continues to define training plans and support practices through online workflow training during and post implementation, onsite training, efficiency audits and live webinar sessions. Services as a key role in developing trusted, customer services focused relationships with all clients.


  • Develop call centers' education materials, such as digital presentations, how-to manuals, and instructional videos.
  • Prepare procedures and policies regarding sales techniques and appropriate agent conduct.
  • Schedule and conduct training sessions on various call center topics to prepare and support new employees.
  • Train experienced employees on new or updated call center procedures to improve their performance.
  • Observe daily operations of call center employees and identify any areas of improvement.
  • Observe daily operations of clinical employees and identify areas of improvement and/or efficiency.
  • Develop training materials to help with the onboarding of all new employees to include: email management, Microsoft Teams, EMR overview and shortcuts, laboratory procedures.
  • Liaison with team leaders and managers to determine on-going training needs.
  • Measure the effectiveness of training sessions and preparing individual or team progress reports.
  • Create and manage the training budget.
  • Ensure employees keep up their productivity and maintain high levels of customer satisfaction.
  • Provides technical and application expertise to design, analyze, and optimize workflows for all clinical and administrative staff of the EMR/PM system and ancillary system during implementation, post implementation, go-live and post go-live.
  • Provide training to clinicians in the use of the EMR/PM and ancillary systems and deep dive configuration of the system.
  • Support Implementation and Client Success Managers in direct response to calls and emails for assistance for clients to ensure best practice use of the EMR/PM.
  • Acts as a change agent to develop new processes, enhance existing workflow, and train clinical and medical staff in new functionality or process.
  • Supports education of internal and external clients.
  • Participate in testing and workflow validation of all new system modifications in advance of software updates and new releases.
  • Works independently and effectively under stressful situations requiring decision making, judgement and interpretive skills to problem solve and analyze information.


  • Previous experience in a medical office setting and/or experience with an Electronic Medical Record
  • Experience training end users one-on-one and in group settings
  • Medical billing knowledge a plus

Education and Experience

  • Bachelor’s degree or equivalent experience
  • A minimum of three years related experience in a business, clinical, training or technical environment supporting the professional workforce
  • Proficient in Windows based applications, including Word, Excel, PowerPoint, Microsoft Office and Salesforce

2nd Chance is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, disability status, sexual orientation, gender identity, age, protected veteran status or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

About our company:

2nd Chance believes in the importance of ALL aspects of health, both physical and mental and the role that plays in achieving the well-being of individuals in our global community. We are the first full-service outpatient center of its kind in Arizona providing comprehensive outpatient treatment for general psychology, mental health issues and opioid/alcohol addictions both in-person and through telemedicine services.

Our exceptional team of psychiatrists, nurse practitioners and other health professionals provide compassionate care to our patients throughout Arizona, and we are growing rapidly!  We are dedicated to empowering every individual patient to make informed choices that help enable them to reach their goals through personalized treatment plans, support, and the best practices in integrated care.

Joining the 2nd Chance team means becoming more than just an employee - it means becoming part of a team that deeply cares for each individual we interact with and truly believes everyone deserves a second chance.