Company: UPMC - Pittsburgh, PA
Company Description: UPMC is a $26 billion, nonprofit health care provider and insurer committed to delivering exceptional, people-centered care and community services. Headquartered in Pittsburgh and affiliated with the University of Pittsburgh Schools of the Health Sciences, UPMC is shaping the future of health through clinical and technological innovation, research, and education.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - Internal - Other Service Industries:
 Nomination Title: UPMC Scheduling Services Training Team
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 198 words used.
The UPMC Scheduling Services Training Team is dedicated to enhancing employee performance and customer service. Over the past year, they have delivered more than 900 hours of training, reaching nearly 1,500 employees across UPMC.
Their comprehensive programs cover crucial topics such as Imaging and Physician Scheduling, Scheduling Services Cross Training, Leadership Training, and Epic Training, all designed to support UPMC’s patient access initiatives. By tailoring their training sessions to meet specific needs, they’ve significantly improved scheduling efficiency and accuracy across UPMC’s healthcare network.
The team’s commitment to continuous improvement is evident in their data-driven approach and regular feedback loops enabling them to adapt quickly and stay ahead of industry trends. In 2024, the team has reviewed more than 2,000 coaching opportunities Their efforts have enhanced operational efficiency numbers and fostered a culture of learning and development, leading to higher employee engagement and retention rates numbers. Their initiatives' measurable impact has increased patient satisfaction and scheduled appointments by more than 10% year over year.
Their role is crucial to UPMC’s mission to deliver exceptional healthcare, and their impressive achievements and unwavering commitment to excellence, make UPMC Scheduling Services Training Team a deserving recipient of this prestigious award.
- Outline the team's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 249 words used.
Scheduling Services Training Team developed specialized Epic training, enabling a revamp of patient access principles, establishing new standards for access efficiency and security across UPMC. The team tailored these courses to address system specific needs, resulting in seamless patient access and streamlined operations across the organization.
Epic Fundamentals - Introductory course to familiarize staff with the patient scheduling system and operational workflows. Participants, including Practice Managers, Administrators, Front Desk Staff, and Imaging site leaders, gain insights into scheduling process to enhance access to care. Class serves as a foundational step for those supporting the scheduling workflow, ensuring efficient and effective patient service.
- Completed 10 offerings
- 35 users completed; 18 enrolled
Fundamentals 2.0 Imaging Scheduling - Provides concepts of Fundamentals, as well as advanced Epic features including Overbook, Override, & Edit Slot. Users will obtain their Epic security class upon completion.
- Completed 46 offerings
- 661 users completed; 39 enrolled
Fundamentals 2.0 Enhanced Scheduling / Slot Editing - Provides concepts of Fundamentals, as well as advanced Epic features including Overbook, Super Overbook, Override, & Edit Slot. Users will obtain their Epic security class upon completion.
- Completed 8 offerings
- 667 users completed; 223 enrolled
Template Builders - Focuses on Epic scheduling template design. Goal is for participants to be fully engaged and active throughout, including mixture of guided instruction and hands-on activities working on their own, prepared to share and explain processes with group. Course includes assigned project to be completed.
- Completed 4 offerings
- 52 users trained and passed; 83 enrolled
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 246 words used.
Compared to other healthcare systems, the UPMC Scheduling Services Training Team's size underscores the organization’s commitment to training as a strategic priority. This scale enables them to deliver training to nearly 1,500 employees, far exceeding the reach of similar programs in other organizations. Many healthcare systems operate with smaller teams that lack the capacity to effectively address diverse and evolving training needs.
A significant achievement of the UPMC team is the development of Template Academy, a vital program that teaches the entire system how to improve patient access by standardizing security and other patient access functions. Template academy plays a crucial role in ensuring consistency and efficiency across the organization, directly contributing to enhanced patient access and streamlined scheduling processes. To date, they have trained more than 1,200 users in 70 courses, with more courses scheduled for our Epic user base.
The team’s larger structure allows them to provide comprehensive and tailored training on critical topics, including Imaging and Physician Scheduling, Leadership Training, and Epic Training. These efforts have resulted in substantial improvements, such as 1.6MM appointments scheduling in 2023, 3.5MM inbound calls serviced, and a 98% agent helpfulness rating.
UPMC's expansive approach to training and coaching highlights its dedication to fostering a skilled workforce capable of adapting to industry trends and delivering exceptional healthcare. Their achievements set them apart from other systems with more limited training resources, positioning UPMC as a leader in employee engagement, operational efficiency, and patient care excellence.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 89 words used.
The attached video provides an overview of UPMC, as well as our Scheduling Services Contact Center and staff, highlighting the many facets of our organization as well as one of our UPMC Children’s Hospital Scheduling Specialists.
Also included is a slide deck to supplement our submission our Scheduling Services Training Team, highlighting their fabulous work and dedication to our training strategy and organization as a whole. The efforts and commitment of this team have improved our employee experience in Scheduling Services, as well as our patient experience within UPMC.
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