Training & QA Specialist - Patient Access
Newton-Wellesley Hospital(NWH)

Under the direction of the Patient Access Manager, the Training & QA Specialist is responsible for the orientation and training of the new employees and ongoing training of staff on information systems, customer service skills, compliance topics, and policies and procedures in Patient Access. Acts as a subject matter expert in the Epic and ancillary systems an operational workflow. Gathers and analyzes data from reports, tracks and trends data findings and provides training based on analysis results when appropriate. Performs quality assurance on accounts to ensure that procedures are adhered to and evaluates the effectiveness of the current systems and operational practices. Works with staff and management team to develop new procedures and modify workflows if necessary. These initiatives encompass a multidisciplinary audience and support strategic planning as it relates to capacity management, revenue cycle improvements, system upgrade and implementation and patient friendly activities. The training arm of the group provides development and delivery of training programs.

Essential Functions:

• Serves as a resource on the Epic system and provides all other related systems (Nehen, Teams, Voalte, etc.) fundamentals for Patient Access areas. Develop instructions, manuals and related written documentations to support the team.

• Assist employees with operational aspects of their on-the-job training in their work environment, ensuring that they can apply system knowledge to their job functions. Monitor staff activity to identify deficiencies and assess effectiveness of overall training effort.

• Ensures that staff uses proper escalation procedures both internally and externally after exhausting all avenues for timely resolution of accounts.

• Provides feed back and instructions regarding clear and concise documentation of account activity.

• Monitors employee's competence on their availability to use the system to perform their job functions effectively.

• Provide feedback regarding the effectiveness of the staff to the management team. Work closely with supervisor and staff to address workflow issues and concerns.

• Retrospectively analyze accounts to ensure proper methodology has been used. Conducts operational audits of areas within the department to identify departures from policy and of other functional system problems. Makes recommendations for improvement to management.

• Evaluates account level detail to identify trends of shifts in registration or billing practices that impact the quality of performance and makes recommendation to management team.

• Supports the management staff in their efforts to enhance employee performance, streamline workflow and improve overall productivity. Produces formal training documentation and aids needed to conduct effective training sessions and for communication changes to staff.

• Acts as mentor, coach and role model for leadership. Procedural issues and customer service skills and actively promotes revenue cycle and patient financial experience initiatives.

• Maintains training schedules. Employee training enrollment and completion in LMS, training library, all other related training documents, and training materials.

Qualifications
Education:

• Bachelor's Degree preferred.

Experience:

• 1-3 years background in training, quality assurance, consulting, or technical support for technical systems in the healthcare arena is preferred.

• 2-3 years in hospital registration/billing office/clinic with current working knowledge of registration, insurance and billing requirements.

• Training and curriculum development experience.

• Solid facilitation and presentation skills.

• An innate desire to help people learn and succeed.

• An understanding of the health care environment.

• An ability to make training both fun and effective.

• Epic experience preferred.

Knowledge and skills:

• Strong written and verbal skills are necessary, analytical skills a plus.

• Ability to work independently, in a team environment and with people from all levels of the organization.

• Ability to coordinate and perform multiples initiatives simultaneously.

• Advanced computer skills: Proficient in Microsoft Word, and PowerPoint, and Excel working knowledge of a character-based system, preferably Epic.