Patient Access Trainer (On-site) - UHealth Campus

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The Department of Patient Access has an exciting opportunity for a Full-time Patient Access Trainer to work at the UHealth Campus. The Patient Access Trainer oversees and delivers training via classroom and one-on-one sessions for all employees involved in front end revenue cycle access and clinic support services, specifically, the systems and skills required for providing general patient information, registration and scheduling in a contact center environment. The incumbent in this role will maintain a solid understanding of the overall integration of business applications and provides training and support to staff members. Key responsibilities of this role include oversight of training activities to reinforce appropriate system usage in the delivery of robust patient centered care, participation in pre-production simulations, workflow integration, testing, and validation of system functionality. This role also participates in curriculum development, manual creation and revisions, and collaborates with other key stakeholders (i.e., TOD, UMIT, UMCET etc.) for all supported business applications and patient access related competencies.

• Conducts online learning courses and in-person training for new hires and existing staff using best practices on adult learning and job training tailored to services rendered in a Place of Service (POS) 11, 19, 22 and call center environment.

• Assist with developing, expansion and maintenance of all training programs/materials including manuals, curriculums, handouts, job aids, workflow guides and presentations to give employees the skills to be successful in their new role.

• Review and closely monitor patient work queues, by-passed warning and denial reports to identify performance gaps, trends, and areas of opportunities and conduct specialized trainings as needed.

• Stay current on all application systems utilized and function as the SME (Subject Matter Expert) for all questions or concerns regarding departmental guidelines, policies and procedures in the areas of general patient information, registration, scheduling, insurance verification, financial counseling, and up front collections.

• Create and maintain a yearly training calendar with frequency of class offerings that covers all the training needs of the department including the management team.

• Assigns Computer Based Learning courses and monitors in ULearn to ensure compliance is upheld.

• Participates and works with the OPA management team to solicit feedback and to develop testing and evaluation processes to assess and measure effectiveness of training program.

• Works closely with the OPA Leadership team in identifying strengths and opportunities for each team member, providing objective feedback with supporting quality assurance documentation.

• Audit recorded calls for training quality and evaluation purposes.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

MINIMUM QUALIFICATIONS

• Associate’s Degree in relevant field

• Minimum 3 years of relevant experience in a healthcare environment and directly training small or large groups.

• Working knowledge of Epic and Patient Access processes.

• Experience with adult learning and training methodologies.

Knowledge, Skills, and Abilities:

• Strong organization, interpersonal, self-motivating, and effective verbal and written communication skills.

• Previous knowledge, skills and experience in assessing, developing, implementing and evaluating training needs

• Familiar with adult education and best practices in regard to adult learning

• Working knowledge of Patient Access Workflows

• Ability to create exceptional written content and visual training materials

• Ability to motivate and engage staff to complete work in accordance with policies and procedures

• Ability to process and handle confidential information with discretion

• Proficiency in computer software (i.e. Microsoft Office Word, PowerPoint and Adobe)

Any appropriate combination of relevant education, expe