Instructional Services Specialist - Training, Operations, and Administrative Support (TOAST) - Patient Financial Services (PFS)

University of Iowa Health Care's department of Patient Financial Services (PFS) is seeking an Instructional Services Specialist (Training Coordinator) within the Training, Operations, and Administrative Support (TOAST) division to support revenue cycle operations through the development, coordination, and delivery of comprehensive training and educational programs. Serving as a key member of the PFS team and the primary resource for onboarding and staff development, the Instructional Services Specialist is often the first department representative encountered by new employees and plays a critical role in shaping the employee experience and organizational culture.  As the "Face of PFS," the Instructional Services Specialist partners with leaders, subject matter experts, and operational teams to facilitate learning, promote professional growth, and ensure staff are equipped with the knowledge and skills necessary to successfully perform their roles. The position applies established training methodologies, technology, and operational expertise to assess learning needs, develop training materials, and deliver effective educational solutions while demonstrating exceptional professionalism, sound judgment, integrity, and a commitment to UI Health Care's Service Excellence standards. Through these efforts, the Instructional Services Specialist contributes to employee readiness, operational effectiveness, and the overall success of the revenue cycle.

This position is eligible for a hybrid work arrangement, consisting of both onsite and remote work. Remote work must be performed from an approved offsite location within the State of Iowa. Initial training will be conducted either onsite at the Health Support Services Building (HSSB) or virtually, with the format, location, and duration determined by PFS Leadership. Eligibility for remote work will be assessed upon successful completion of training and demonstration of satisfactory job performance. In accordance with University policy, work arrangements are subject to annual review and must comply with the Remote Work Program, applicable departmental policies, and employee travel requirements when working from a remote location.

University of Iowa Health Care —recognized as one of the best hospitals in the United States—is Iowa's only comprehensive academic medical center and a regional referral center. Each day more than 12,000 employees, students, and volunteers work together to provide safe, quality health care and excellent service for our patients. Simply stated, our mission is: Changing Medicine. Changing Lives.®

WE CARE Core Values:

• Welcoming - We have an environment where everyone has a voice that is heard; that promotes the dignity of our patients, trainees, and employees; and allows all to thrive in their health, work, research, and education.
• Excellence - We achieve and deliver our personal and collective best in the pursuit of quality and accessible health care, education, and research.
• Collaboration - We collaborate with health care systems, providers, and communities across Iowa and the region as well as within our UI community. We believe teamwork—guided by compassion—is the best way to work.
• Accountability - We behave ethically, act with fairness and integrity, take responsibility for our own actions, and respond when errors in behavior or judgment occur.
• Respect - We create an environment where every individual feels safe, valued, and respected, supporting the well-being and success of all members of our community.
• Empowerment - We commit to fair access to research, health care, and education for our community and opportunities for personal and professional growth for our staff and learners.

Position Responsibilities:

• Develop, maintain, and deliver training programs, curricula, job aids, educational resources, and assessment tools that support Patient Financial Services (PFS) operations and employee development.
• Analyze revenue cycle workflows, policies, and system processes to create effective training materials and learning solutions that promote operational consistency, knowledge retention, and successful implementation of process changes.
• Conduct training needs assessments and evaluate employee learning outcomes, performance, and training effectiveness; develop targeted coaching and retraining plans as needed.
• Facilitate instructor-led, virtual, group, and one-on-one training for new and existing PFS staff, ensuring employees acquire and maintain the knowledge and skills necessary to perform their roles successfully.
• Collaborate with operational leaders and subject matter experts to identify training needs, support process improvements, and ensure educational content reflects current workflows, system functionality, regulatory requirements, and departmental expectations.
• Utilize instructional technologies and a variety of learning formats, including written, visual, and multimedia materials, to enhance employee engagement and learning effectiveness.
• Participate in departmental and organizational meetings to maintain current knowledge of healthcare revenue cycle operations, regulatory requirements, and industry best practices.
• Serve as a professional representative of PFS, fostering positive working relationships with staff, leaders, and stakeholders, while maintaining the confidentiality of all patients, employees, financial, and organizational information.

Classification Title: Instructional Services Specialist (Trainer)

Department: Patient Financial Services – TOAST

Pay Grade: 4A

Schedule: Monday - Friday, from the hours of 8:00am - 5:00pm

Percent of Time: 100%    

Location: Hospital Support Services Building (HSSB) in Coralville, IA

Equipment:

• Onsite – The department will provide a workstation which contains 3 (three) monitors, laptop/power cord, docking station/power cord, keyboard, mouse, headset, and desk supplies.
• Hybrid – While working onsite, the department will provide a workstation which contains 3 (three) monitors, a laptop/power cord, docking station/power cord, keyboard, mouse, headset, and desk supplies. When working offsite, the employee will carry their laptop/power cord back and forth.  A second docking station/power cord can be provided for the offsite location. Prior to working offsite, the employee, at their own expense, will be required to have 2 (two) monitors, in addition to the university-issued laptop, which will serve as a third monitor due to its built-in camera function, a keyboard, and a mouse. Employees will be required to provide a photo of the domicile office setup and perform an internet speed test by visiting https://www.speedtest.net/ with a minimum 30mb download and 10mb upload reflecting a University of Iowa IP address, then providing a screenshot of the speed test to HR.  The employee’s remote workstation should replicate the onsite setup as if they were working onsite at HSSB. 
• Remote - When working offsite, the department will provide the employee with a laptop/power cord, docking station/power cord, headset. Prior to working offsite, the employee, at their own expense, will be required to have 2 (two) monitors, in addition to the university-issued laptop, which will serve as a third monitor due to its built-in camera function, a keyboard, and a mouse. Employees will be required to provide a photo of the domicile office setup and perform an internet speed test by visiting https://www.speedtest.net/ with a minimum 30mb download and 10mb upload reflecting a University of Iowa IP address, then providing a screenshot of the speed test to HR.  The employee’s remote workstation should replicate the onsite setup as if they were working onsite at HSSB.