Under the direction of the Clinical Training Manager, collaborates with Operations and Revenue departments to determine training needs and assists in development of training materials and programs based on knowledge of clinic operations, revenue cycle processes, referrals, customer service and changes in procedures or services. Responsible for the day-to-day supervision of assigned patient services staff. Coordinates and implements learning classes and activities. Creates and maintains front office, patient services and referrals end-user training documentation and performs training audits. Helps to identify and develop best practices to ensure CommuniCare continues to grow and retain patients and staff.
DUTIES AND RESPONSIBILITIES:
1. Develops training curriculum and oversees training of front office, patient services and referral staff as part of operations new hire onboarding process and recurring training for existing staff. Provides guidance to support staff and operations management on revenue cycle best practices.
2. Supervises assigned operations non-clinical staff to include recommendations for recruiting and dismissing; performs timely performance evaluations, recommends merit increases and salary adjustments. Provides training, work allocation and problem solving.
3. Analyzes front office, patient services and referrals training needs by conducting performance assessments and audits to identify potential deficiencies, and recommends improvements to training content, curriculum, and delivery. Collaborates with billing and operations staff regarding revenue cycle process improvement, related both to value-based care and claims-based reimbursement.
4. Provides training for all levels of operations staff on revenue cycle processes and best practices. Acts as liaison between Data Analytics, Operations and Business Office departments.
5. Analyzes employee EHR usage performance through report analysis. Identifies performance trends, scans business/industry trends, reviews revenue/financial analyses and interprets data.
6. Ensures Operations staff are trained on current credentialed health plans and kept up to date on renewals, terminations and additions to accepted health plans to ensure effective delivery of maximum allowable reimbursement from payers. Collaborates with Data Analytics team, operations and billing to ensure front office, patient services and referrals staff schedule and communicate with patients appropriately.
7. Facilitates training staff professional growth and development through participation in educational programs, current literature, in-service meetings, and workshops.
8. Ensures compliance with Center policies and procedures to include state and federal regulatory agencies. Assesses training department needs and contributes to development of front office, patient services, and training related policies and procedures.
9. Consistently demonstrates a service-oriented mindset by providing exceptional internal and external customer service skills to patients and staff in a professional manner. Develops and maintains positive interpersonal relationships and partnerships with all departments.
10. Performs other related duties as assigned.
JOB QUALIFICATIONS:
High School Diploma or equivalent required
Associate degree or higher is preferred
Five (5) years’ experience in the healthcare field required
Three (3) years’ experience health care leadership required
Experience managing projects in medical/clinical setting preferred
Extensive knowledge of ICD-10-CM and CPT codes and medical terminology
Advanced knowledge of computerized billing systems
Ability to work collaboratively and communicate positively with other department leaders and staff
Proven proficiency in Microsoft Word, Excel, Outlook
Ability to travel from site to site within various counties using personal vehicle
Scheduled hours and/or work locations are subject to change
PHYSICAL ACTIVITIES AND REQUIREMENTS:
Finger Dexterity: Using fingers to make small movements such as typing or picking up small objects.
Talking: Frequently conveying detailed or important instructions or ideas accurately, clearly, or quickly.
Hearing: Able to hear average or normal conversations and receive ordinary information.
Repetitive Motions: Frequently and regularly using the wrists, hands, and fingers.
Visual: Average, ordinary, visual acuity necessary to prepare or inspect documents or other materials.
Physical: Limited physical effort required; May have to lift folders, files, papers, audio/video equipment, and other such items weighing up to approximately 25 lbs.