Tera Baker Email & Phone Number

Chicago

• Ambulatory Practice Work Flow and Curriculum Designer and Classroom Trainer for newly restructured medical center
• Responsible for partnering with leadership to design and implement practice based training curriculum to support the Ideal Patient Experience service framework and approach
• Ensure that all employees in new positions are trained and knowledgeable with newly created work flow and processes
• Partnered with Epic leaders and trainers to design and develop a coordinated collaborative training calendar and role out for all new changes in the ambulatory medical center
• Serve as practice consultant to assist Practice Administrators with identification of solutions for operational issues and training opportunities for new practice protocols and processes
• Coach and advice all practice staff

• Training Curriculum Designer
• Partnered with leadership to determine training and development needs with a focus on increasing internal and external customer satisfaction through education and excellent customer service
• Responsible for conducting needs analysis and direct consulting and coaching with all stakeholders
• Assessed and analyzed current processes and procedures within the company related to new initiatives such as, rolling out a new company Mission, Vision and Values
• Skills involved: instructional design, organizational development, executive communication, coaching and development, business data analysis, and project management
• Project List:o New Employee Orientation Process development and rollout (HR, Sales and Operations)o Company Mission, Vision and Values development and curriculum alignment

• Behavioral and Soft Skill Trainer (DDI and Achieve Global)
• Trained and facilitated courses, workshops and classes such as New Employee Orientation, internal instructional design, communications, leadership and manager curriculum, customer service and loyalty, action planning.
• Responsible for project needs assessment and analysis, instructional design, stakeholder consultations, program management, overall training quality, effective training administration, and delivery
• Skills involved: high level organizational and program management, instructional design, executive communication skills, data analysis, technology, and team building
• Project List:o Customer Loyalty Action Planning (template creation, Train the Trainer for Managers)o Call Center Customer Service Courseo Customer Service Online Module

• Partnered with leadership to develop and implement strategies and tactics for cultural and behavioral change pertaining to the company’s new initiatives and goals of profitability and customer service
• Trained over 1,600 hundred employees in the Chicago Midwest Region as one of two managers that are responsible for reeducating and coaching employees to produce more profits through an enhanced sales and customer.
• Evaluated, tracked and managed all levels of employees based on new criteria surrounding the company’s restructuring
• Created, scheduled, and delivered a variety of training and developmental courses for employees in order to provide tools for our new business model
• Coached and followed up with all employees in various forms in order to enforce responsibility and accountability
• Served as the support system and communication center for employee

B.S., Education

Education record