Manager, Training/QA/Patient Experience

Summary

• Position Summary

  • The Manager of Revenue Cycle Training/QA/Patient Experience reports to the Vice President of Revenue Cycle and is responsible for providing Training and Quality Assurance support for the entire revenue cycle organization. This position will also lead the Patient Experience initiative to ensure that patients have a good experience at our hospitals. This position will work closely with management to set and achieve department goals and document process flow improvement opportunities to improve overall revenue cycle key performance indicators (KPI's). Constantly looking for and applying new ways to help employees better develop and harness their skills. Monitor co-worker productivity, quality, track department goals, and ensure appropriate follow-up procedures are in place for co-worker education. This role will work closely with members of the revenue cycle leadership team to ensure operation efficiency and ensure that all functions are properly trained, quality standards are met and that we meet compliance requirements. The training aspect of this position has responsibility to ensure that all new hires are properly trained and training materials are well documented and up to date. This position will determine the best learning modules and methods of learning to ensure that proper practices and procedures are established. This person will be responsible for implementing a comprehension measurement tool to ensure that newly hired employees and existing employees clearly understand their roles and responsibilities. The quality assurance aspect of this position is responsible for establishing quality expectations by job function. Quality reviews will be conducted and score cards will be delivered to department management for corrective action as needed. The patient experience function is key to ensure that our patients have a good experience and that our customer service standards are met.

• Education

  • Bachelors  - Preferred

• Experience

  • 5-7 Years Management of Training & Quality Assurance - Required

• License & Certification

  • Certification through HFMA or AAHAM - Preferred

• Core Job Functions

  • Assure that all distribution processes are operating appropriately and communicate procurement and logistical functions. Assure that staff are courteous, use proper phone etiquette and conduct themselves within the spirit of the SJC Mission and Values.
  • Develops a training program and keeps it current for Meditech, Cirius, eSolutions, and Auditlogix/Real Alert. Develops a training program and keeps it current for Outlook calendar and e-mail, API/Laborworks, overview of computer drives, the Internet, and the Intranet. Develops training materials and tools, provides initial and review training as needed, and maintains training and test records.
  • Identifies and prioritizes educational needs of agency personnel and determines the effectiveness and outcome of training programs. Ensures staff have successfully completed training and evaluation programs. Maintains accurate records of patient-care staff training and competency evaluation results and collaborates with supervisors and managers to ensure that staff comply with required educational training.
  • Agreed upon quality metrics are tracked and maintained. Quality metrics are reviewed and QI interventions developed in response to the data. Departments are represented on all hospital wide quality committees.