Training & Development Manager - Patient Access - Full Time

Job Summary

The Manager – Training and Development is responsible for the direct supervision of the system support specialist positions within the department, development and oversight for the Patient Access Services department training needs, indirect and as needed interim direct supervision over the various operational areas within department and also serves as the Patient Access Services Principal Trainer for Epic in the areas of Cadence, Prelude and Referrals. Works under the direction of the Patient Access Services Director.

Core Job Responsibilities

• Manages the day to day activities of the System Support Specialists.  Ensures work assignments, scheduling, and staffing meet patient needs. 
• Monitors patient accounts through reports, work queues and emails to identify trends in errors and/or identifies employees needing refresher training.  
• Responsible for the PAS training program and ad hoc training.  Prepares and administers curriculum and materials, in-class training, computer based learning modules, and staff competency tests for new and existing staff.
• Maintains and updates systems documents for work instructions, tip sheets, department training guides, reference manuals and updates for Patient Access Services.   
• Responds timely to internal and external questions pertaining to registration, scheduling, referrals or insurance using system and reporting tools along with accessing payer web sites.
• Plays a lead role for any Patient Access System upgrades or implementations. Ensures registration staff is brought up to date on new protocols.
• Acts as a resource and trainer for Cadence, Prelude and Referrals for teams outside of Patient Access in an effort to promote standardization and best practices.  Trains and documents competencies for any prospective credentialed trainer in the areas of Cadence, Prelude or Referrals.
• Is flexible to accommodate training needs for all shifts.  Also acts as an on call contact for any major, emergent system problems impacting the patient.
• Creates and promotes a positive reinforcement training culture that fosters patience and understanding for various learning speeds and abilities. 
• Acts as a role model for staff by demonstrating professionalism, exceptional customer service and maintaining poise during the most difficult of situations.
• Provides front line coverage and/or management in times of a staffing crisis, high patient volume, special projects or circumstances. 
• Analyzes data from all systems to ensure proper edits are in place and that systems or edits are functioning properly.  
• Responsible for generating reports, logs and statistics for department needs within scope of position and works with Cogito team for reports needs outside of scope. 
• Promotes understanding and compliance with regulations and MVHS or departmental policies and procedures.  
• Keeps leadership informed on system updates or changes, issues, concern or problems within the function.
• In partnership with leadership and Human Resources, makes decisions or recommendations related to performance management, hiring, transfers, corrective actions, terminations, etc.  Resolves staff issues and grievances in a fair, timely and consistent manner, also in partnership with HR.
• Performs related duties as directed.
   

Education/Experience Requirements

REQUIRED:

• Bachelor’s Degree in a related field (Health Information Management, healthcare, or business) or equivalent experience. 
• 3 years of experience in a related role.
• 1 year of supervisory experience.
• Medical terminology knowledge required.
• Strong computer skills in healthcare applications, MS Word and Excel.  
• Strong customer service as well as excellent written, verbal and interpersonal communication skills.  
• Ability to travel to multiple work locations with reliable transportation in all weather conditions. 
   

Licensure/Certification Requirements

Required:

• EPIC Certification in Cadence, Prelude and Referrals or ability to achieve certification within 6 months of hire. 

Preferred:  

• CHAM (Certified Healthcare Access Manager) certification.

Disclaimer

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Successful candidates might be required to undergo a background verification with an external vendor.

Job Details

Req Id  93024 
Department  PATIENT ACCESS SERVICES 
Shift Days
Shift Hours Worked  8.50
FTE 1 
Work Schedule  SALARIED MANAGEMENT
Employee Status A1 - Full-Time 
Union Non-Union
Pay Range $60K - $87K Per Year