Title: Epic Credentialed Trainer Location: Durham, NC, US, 27710 Personnel Area: PRMO At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together. Patient Revenue Management Organization Pursue your passion for caring with the Patient Revenue Management Organization, which is the fully integrated, centralized revenue cycle organization that supports the entire health system in streamlining the revenue cycle. This includes scheduling, registration, coding, billing, and other essential revenue functions for Duke Health. PRMO Learning Center Departmental Job Description Epic Credential Training Specialist – Cadence, Grand Central and Prelude Training Representative, Job Code 5140; Job Level D2 A Little About Us The mission of the Patient Revenue Management Organization (PRMO) is to deliver quality service by enhancing the patient experience, providing financial security, and preserving Duke Health’s reputation and mission of advancing health together. PRMO is a fully integrated, centralized revenue cycle organization supporting Duke University Hospital, Duke Regional Hospital, Duke Raleigh Hospital, Duke Health Lake Norman, Duke Health Integrated Practice, and Duke Primary Care. The PRMO Learning Center supports this mission by delivering high-quality, role-based education aligned to operational workflows, system functionality, and Epic best practices. Position Summary The Training Specialist – Epic Front-End Revenue Cycle serves as a credentialed, application-specific Epic trainer, responsible for the design, development, delivery, and maintenance of Epic training programs supporting front-end revenue cycle workflows, including Scheduling, Registration, and Patient Access. This role works in direct partnership with Cadence, Prelude, and Grand Central Principal Trainers (Epic Training Specialists) and operates within Epic’s formal training structure. The Training Specialist delivers Epic-standard, Duke-specific curriculum and is required to complete and maintain formal Epic credentialing in accordance with Duke Health and Epic training governance. The position supports new hire onboarding, system upgrades, optimizations, and ongoing education, ensuring training content reflects current workflows, policies, and Epic functionality. This role supports Epic training delivery and curriculum maintenance under the guidance of Principal Trainer(s) and does not hold system ownership or build authority. Work Location: This role is classified as remote; however, residency within the Raleigh–Durham area or surrounding region is a condition of employment for all PRMO Learning Center team members. Team members must be able to report in person routinely on a rotational basis and periodically as a full team, in response to departmental and organizational business needs within the Duke University Health System. Condition of Employment: - Residency within the Raleigh–Durham area or surrounding region is a condition of employment. You Will - Facilitate live, virtual and in‑person Epic application training for front‑end revenue cycle workflows (Cadence, Prelude, Grand Central), in rotation with Principal Trainer(s), in support of new hire onboarding, system upgrades, and operational initiatives. - Ensure training content reinforces Duke Health standards related to registration accuracy, patient identification, and compliance. - Deliver Epic‑standard, Duke‑specific curriculum using approved training materials, environments, and instructional methods aligned with Epic training governance. - Develop, maintain, and update application‑specific training content, including lesson plans, facilitator guides, participant guides, and job aids, in response to workflow changes, optimizations, and Epic upgrades. - Partner with Principal Trainers, operational leaders, and subject matter experts to ensure training content accurately reflects current Epic build, workflows, and revenue cycle policies. - Support Epic upgrade readiness activities, including review of release notes, validation of training content, and preparation of end‑user education. - Ensure accuracy and integrity of learner records within Duke’s Learning Management System. - Support training distribution through approved channels, including LMS courses, SharePoint sites, communications, and role‑based learning paths. You’ll Love This Role If You Are - Energized by technical, application‑based training and enjoy translating complex Epic workflows into clear, role‑based education. - Comfortable working within a credentialed Epic training model that emphasizes standards, governance, and accuracy. - An effective communicator who enjoys working with both operational and technical partners. - Detail‑oriented and motivated by maintaining high‑quality, compliant training materials. - Confident facilitating Epic training in a virtual classroom environment, while also contributing behind the scenes to curriculum development and maintenance. - Flexible and able to respond to changing priorities tied to Epic upgrades, onboarding cycles, and operational needs. You’ll Thrive in This Role If You Are - A self‑starter who can manage multiple Epic training priorities simultaneously while meeting established timelines. - Comfortable balancing facilitation responsibilities with curriculum development, testing, and environment preparation. - Adaptable and responsive in a dynamic system environment, particularly during bi‑annual Epic upgrades. - Collaborative and effective at working across training, operational, and technical teams. You’ll Need to Have Proven Success With These Skills & Abilities - Demonstrated proficiency in instructional design and adult learning principles applied to technical, system‑based training. - Demonstrated knowledge, understanding, and application of Epic training standards, workflows, and credentialed training models. - Experience developing and delivering application‑specific Epic training in a healthcare or revenue cycle environment. - Working knowledge of Learning Management Systems and virtual learning technologies (e.g., Duke LMS, Zoom, Microsoft Teams, SharePoint Online). - Strong analytical, critical thinking, and problem‑solving skills, with the ability to translate complex Epic workflows into effective learning solutions. - Strong organizational and consultation skills, with the ability to prioritize multiple, competing demands. - Excellent verbal and written communication skills, including the ability to develop comprehensive, application‑specific training materials using established templates. Key Responsibilities Training Delivery - Deliver Epic-standard, instructor-led training (virtual and in-person) for front-end revenue cycle applications, including Cadence, Prelude, and Grand Central. - Facilitate role-based training aligned to scheduling, registration, and patient access workflows for new hires, operational teams, and system changes. - Prepare training environments, materials, activities, and virtual classrooms in alignment with departmental standards and Epic best practices. - Document attendance and learning completion within Duke’s Learning Management System. Curriculum Development & Maintenance - Develop and maintain application-specific training curriculum, including lesson plans, facilitator guides, participant guides, and job aids. - Ensure training materials align with: - Epic foundational training standards - Duke Health–specific workflows, policies, and revenue cycle practices - Front-end operational requirements and compliance expectations - Update training content in response to Epic upgrades, workflow changes, and optimization initiatives. - Participate in Epic training environment builds and data refreshes in coordination with Principal Trainers. Collaboration & Governance - Work closely with Cadence, Prelude, and Grand Central Principal Trainers to ensure curriculum consistency, credential alignment, and training quality. - Partner with operational leaders, SMEs, and project teams to assess learning needs and support initiatives. - Support bi-annual Epic upgrades by reviewing release notes, updating training content, and supporting end-user readiness. - Adhere to departmental quality assurance, versioning, and document management standards. Learning Records & Reporting - Ensure accuracy and integrity of learner records within Duke’s LMS. - Support reporting and analysis related to training participation, readiness, and effectiveness. Core Epic Workflow Focus Areas Training content and delivery may include, but is not limited to: - Cadence (Scheduling): visit types, templates, provider/resource scheduling, bump/move workflows, waitlists, referrals, MyChart scheduling - Prelude (Registration): identity verification, insurance capture, eligibility, benefits, guarantor selection, patient liability estimation - Grand Central: arrival workflows, front desk processes, patient movement and access workflows - Front-End Revenue Cycle Standards: patient identification, compliance, privacy/security (HIPAA), Duke Health registration accuracy requirements Required Qualifications Education Work requires analytical, communications and organizational skills acquired through completion of a bachelor's degree program. Experience Work requires one (1) year or more of experience involving instructional, training, or Epic application support activities, with demonstrated exposure to healthcare or revenue cycle workflows. Certifications Completion and maintenance of Epic application credentialing (Cadence, Prelude, and/or Grand Central) as required by Duke Health. Knowledge, Skills, and Abilities - Strong knowledge of adult learning principles and instructional design methodologies. - Ability to deliver engaging, effective instructor-led training in virtual and in-person settings. - Working knowledge of Learning Management Systems and virtual learning technologies (Zoom, Microsoft Teams, SharePoint Online). - Strong analytical, organizational, and problem-solving skills. - Excellent verbal and written communication skills. - Ability to manage multiple priorities and meet deadlines in a dynamic environment. - Collaborative mindset with the ability to work across operational, technical, and training teams. Distinguishing Characteristics - Role operates as a credentialed Epic trainer, not a generalist learning role. - Training is application-specific, governed by Epic standards, and overseen by Principal Trainers. - Direct alignment to front-end revenue cycle workflows and patient access operations. - Note: role does not perform Epic application build, configuration, or system design activities. Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status. Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values. Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.