Patient Access Trainer Lead

2 weeks ago

Tacoma WA USA, United States Virginia Mason Franciscan Health Full time
Job Summary

This role is responsible for delivering individual and group on-the-job training to new and current support and/or management staff, designed to expand their knowledge and enhance overall employee competency and productivity in front-end processes.

Training may be delivered in a classroom, individual, or clinical setting, or through webinars. The incumbent travels to all clinics throughout FMG to respond to training needs, evaluate staff competency/performance in Patient Access functions, and provide additional training as necessary.

Key Responsibilities
  • Deliver individual and group on-the-job training to meet the needs of front-end clinic staff and management
  • Plan orientation programs for new employees engaged in front-end support functions at assigned clinics/facilities
  • Schedule training rooms/sites and arrange equipment for orientation and/or group training sessions
  • Deliver training for all new Patient Access staff and offer mandatory training to all Patient Access staff and clinic management as needed
  • Provide on-site supplemental training to staff as necessary and identify training-related issues for referral to Patient Access management/team
  • Participate in on-boarding planning for individuals and acquisitions to keep abreast of training needs
  • Create, review, and update training materials, maintain job aids, and instructional materials to ensure they are current and relevant
  • Maintain float pool by scheduling appropriate coverage and communicating with Float staff and clinic management
  • Facilitate staff competency/development by promoting learning experiences tailored to individual employees' needs, evaluate effectiveness of training content, and adjust as necessary
  • Evaluate employees receiving training to ensure information is understood and assimilated appropriately, participate in the development/implementation of targeted support plans for struggling staff, and provide ongoing or follow-up training as necessary
  • Create, review, and update Annual Competency Assessment for all Patient Access staff, create a process to manage scheduling, follow-up education, and training needs
  • Conduct assessments, provide learning recommendations, and facilitate training to meet needs, demonstrate independent ability to create training content based on specific needs of the clinic/individual
  • Maintain daily contact with management and employees to provide direct support, feedback, assessment, and staff development, solicit feedback from staff/management with respect to training/development needs from their perspective
  • Keep abreast of and effectively apply current knowledge of Federal and State compliance issues as they relate to front-end, billing, and insurance functions, keep abreast of process improvement initiatives to adapt training as necessary
  • Round on assigned clinics/work sites to answer questions, provide additional training, identify issues/concerns, and facilitate ongoing integration of automated systems
  • Gather specific information on workflows and assist with strategic workflow development and modification, help identify areas of risk and issues for Patient Access team review to facilitate conformity with community standards of care
  • Assist with 1:1 employee assessments by providing detailed feedback on individual and/or group progress, create/modify content for individual/department as needed
  • Attend meetings to represent Patient Access and exchange information relating to current/future procedures/workflow
  • May troubleshoot process/workflow issues from a training perspective, report back to appropriate management/stakeholders
  • Participate in the development, maintenance, and implementation of standards, manuals, procedures, tools, and guidelines relating to unit-specific training and employee development
  • Create and update policy and procedures, standard workflow, and best practice
  • Create and maintain current training documentation, recommend and coordinate updates to existing training materials
  • Participate in the development of competency assessment tools and ensure that assessments are completed in accordance with established procedures
  • Develop and/or maintain orientation checklist and related materials, such as training manuals, teaching aids, and employee development materials
  • Enter and maintain training materials in the system, develop webinars and other web-based tools, review and update Q&A tools
  • Provide feedback to management and EPIC support on future EMR optimization opportunities
Qualifications

An Associate's degree in a related field and two years of related work experience that would demonstrate attainment of the requisite job knowledge/abilities.

An equivalent combination of related education and work experience that would demonstrate attainment of the requisite job knowledge/abilities may be substituted for the degree requirement.

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