Mark Rees
Educator & Training Developer
Favorite Quote
“The only way to do great work is to love what you do. If you haven’t found it yet, keep looking. Don’t settle.”
- Steve Jobs -
UnitedHealth Group
Optum Virtual Care
The next stop on my journey is where I truly built my foundation. At Optum Virtual Care, I had the opportunity to understand adult learning principles in action—within a corporate and healthcare environment. This role gave me deep insight into leadership, training design, and large-scale implementation. It’s where I formed lasting memories and built the core skills that shape my training today.
In 2021, I joined Optum Virtual Care’s launch, tasked with designing tailored training, creating workflows and job aids, and supporting the integration of both Epic and Athena EMRs. We also developed a long-term training strategy to sustain the platform’s growth. In 2023, we added a third EMR system, Amwell, supporting additional areas of Optum’s Virtual Care. As the senior trainer and training project lead, I led the development, implementation, and ongoing follow-up training throughout the project. I continued to support these initiatives until the end of my time at Optum. Click below to check out my contributions to these projects!
Epic Credentials
To facilitate the integration and implementation of the Epic EMR software, I completed credentialing in the relevant disciplines listed below. Following this, I participated in classroom training, assisted during the go-live phase, and provided hands-on support to all participating providers.
Epic Sessions: The Rooming Process
After reviewing analytical data and other performance indicators, it was determined that there were noticeable deficiencies within the intake process causing significant delays in patient care. To address this issue, I created a remediation strategy that included a five-part video tutorial series that demonstrated each step of the Epic Rooming process. Upon completion of this training, Epic Signal data showed a notable decrease in patient wait time and a marked improvement in NPS patient satisfaction scoring.
Epic Quick Tips
The Epic Quick Tip Video Series was a micro training designed to help improve provider notation while decreasing after hours documentation time. Over the months since its debut, the series has expanded its focus to support changes to clinical workflows, process improvements and Epic system updates. Below is an example of this tutorial series.
