Training Specialist for Access Management
2 weeks ago
Training Specialist for Access Management
REGISTRATION CLINIC (Billings Clinic Main Campus)
req8279
Shift: Day
Employment Status: Full-Time (.75 or greater)
Hours per Pay Period: 1.00 = 80 hours (Non-Exempt)
Starting Wage DOE: $
The individual in this role will work closely with the management team of the department. This position is responsible for the creation and execution of training and educational programs and materials related to all aspects of the computer applications, as well as billing, collections, and follow-up processes utilized by the designated department. Training initiatives will encompass both new and existing personnel. Additionally, the individual will oversee the development and execution of quality assurance monitoring, tracking, and reporting to ensure employee knowledge, competency, and accuracy.
Key Responsibilities
*Exemplifies and promotes behaviors aligned with Billings Clinic's mission, vision, values, code of conduct, and service expectations. Complies with all mandatory organizational and departmental requirements. Maintains proficiency in all organizational, departmental, and external agency standards related to the work environment, employee, patient safety, or job performance.
*Designs, implements, and manages the orientation, training, and ongoing education for computer applications and systems for staff.
*Creates and updates training materials, manuals, and quality assurance monitors.
*Collaborates closely with the technical team, including informaticists and other relevant personnel, as well as information systems vendors, to stay informed about system changes, enhancements, and performance. In partnership with the technical team, may conduct research and testing of computer system performance concerning upgrades, new releases, and troubleshooting issues.
*Ensures timely access to computer systems for new hires and appropriate setup of logins.
*Develops, implements, and administers quality assurance measures to guarantee employee knowledge, competency, and accuracy in alignment with the department Supervisor overseeing trainees. Provides necessary follow-up education, training, and mentoring to achieve and maintain a 98% accuracy rate. May evaluate customer service survey results and analyze access issues and outcomes, recommending methods for improvement.
*Works closely with the leadership team to develop training and educational programs, manage administration, scheduling, and identify staff educational needs.
*Assists in the creation of ongoing competencies. Actively engages in assessing the knowledge and competency of staff concerning training and educational programs. Collaborates with the Department Leadership team when staff do not meet quality standards, offering recommendations for additional training needs and/or actions required to elevate employee competency based on technical performance metrics. Shares responsibility for the performance appraisal process with the Leadership team regarding employee technical performance.
*Acts as a resource for staff, addressing inquiries related to information systems, technical and operational issues, as well as billing, follow-up, and collection procedures. Aids in troubleshooting system problems.
*If applicable, serves as backup for either Call Center or Scheduling positions.
*In collaboration with the Leadership team, develops and implements written policies and procedures relevant to the position's scope. Seeks appropriate input from affected areas prior to implementation, follows up to ensure accurate and appropriate implementation, and monitors its effectiveness.
*May participate in short- and long-term planning, annual budgeting processes, and is fiscally responsible to ensure adherence to agreed-upon budgetary amounts.
*Identifies personal growth and development needs and sets goals accordingly; meets all mandatory organizational and departmental requirements.
*Performs other duties as assigned or necessary to meet the needs of the department/organization.
Scheduling Responsibilities
*At a minimum, will log in and take inbound calls on Mondays. May be requested to do more based on departmental needs and volumes under the direction of department leadership.
*Assists with additional tasks such as appointment reminder call reports, scheduling queues, wait lists, and any other tasks or projects as needed.
*Responsible for creating, implementing, and reporting the outcomes of new hire competencies and quarterly competencies. This may also include ad hoc competencies as directed by department leadership.
*Proactively identifies opportunities for retraining and educating existing staff based on observations or reports from staff or department leadership.
*Assists in researching and drafting ongoing training and education that may benefit staff within scheduling.
*Possesses detailed knowledge and skills in High Reliability Organizing principles and practices, capable of demonstrating and teaching these skills to others.
*Assists in reviewing and troubleshooting issues for Billings Clinic employees and their settings within any electronic applications related to scheduling, ensuring successful job performance.
*May consult with other Billings Clinic employees, leaders, and departments regarding scheduling inquiries and questions.
*Exemplifies all standards and expectations for staff within the scheduling department.
*Aids in troubleshooting and resolving minor issues within the scheduling department and appropriately escalates incidents, events, and inquiries to department leadership.
Patient Financial Services Responsibilities
*Possesses detailed knowledge, skills, and experience in all billing systems utilized.
*Familiarity with departmental billing policies and procedures.
*Creates and updates all training materials used.
*Acts as a liaison with department leadership on procedural changes, updates, and implementations.
*Responsible for maintaining up-to-date progress reports and meetings with trainees' leaders.
*Creates, implements, and reports on new hire competencies; may also include retraining and education of current staff and reporting their competencies.
*Identifies opportunities for ongoing education and retraining.
*May assist in departmental billing, follow-up, and collections as necessary.
*May participate in implementation testing of any new or updated departmental systems.
*Capable of or willing to learn all Microsoft products used for effective communication within the department.
*Demonstrates detailed knowledge and skills in High Reliability Organizing principles and practices, capable of both demonstrating and teaching these skills to others.
Minimum Qualifications
Education
*High School diploma or GED
Experience
*Three years of experience related to the above tasks, skills, knowledge, and abilities.
*Two years of experience at Billings Clinic is preferred.
Previous training experience or demonstrated progressive increases in responsibility.
*An equivalent combination of education and experience relating to the above tasks, knowledge, skills, and abilities will be considered.
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