Access Center Trainer/QA Analyst

DESCRIPTION OF POSITION:

The Patient Access Trainer is responsible for training all staff in the Patient Access Center who perform patient access functions. This includes Epic training, education of policies and procedures, identification of staff errors, review of staff errors with individual employees, and any other function that is within the scope of patient access. The trainer will also work directly with Patient Access Management to develop training modules for computer-based learning and classroom learning. The trainer will teach patient access courses to staff. The trainer will assist in entry level and annual competency assessment of staff that perform patient access functions. The trainer will be assigned as needed to work with staff as needed. The Patient Access Trainer executes patient access through the continuum of the revenue cycle that supports efficiency, cost reduction and service improvement.

SUPERVISION: Reports directly to the Patient Access Manager

RESPONSIBILITIES AND DUTIES:

• Develops and maintains new hire orientation training and guidelines to ensure successful on­boarding.
• Develops and maintains Patient Access Center training curriculum to provide consistent training and coaching for each individual employee.
• Assures new users successfully complete all requirements, have appropriate security to perform their job, and understand compliance policies around HIPAA and confidentiality.
• Reviews departmental access center quality performance goals and objectives.
• Navigates call recording solutions and creates reports with obtained data.
• Creates training curriculum and performance goals for Patient Access Center with data obtained.
• Performs QA as assigned by direct manager.
• Maintains a 95% or higher QA score per departmental QA process.
• Leads calibration sessions with call center leadership team to ensure alignment in QA scoring.
• Periodically audits calls to identify training opportunities to improve performance of employees.
• Conducts 1:1 meetings with employees once per week to discuss performance expectations and output.
• Provides pre- and post- training competency tests to ensure associates have acquired knowledge and/or skill(s) to perform job roles and responsibilities. Grades tests and follows up with associates who score below Department defined acceptable levels.
• Conducts train-the-trainer sessions when needed.
• Complete call quality assurance inspections monthly, ensuring standardization and compliance with established policies and procedures and applicable regulations.

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.

EDUCATION AND WORK EXPERIENCE

• Bachelor's Degree in Adult Education, Educational Methods, Communications, Healthcare Administration, or related field. Or 2+ years of related experience in progressive roles.
• Two (2) years of call center or help desk experience, with at least one year of demonstrated experience in leadership and training facilitation.
• Experience in a healthcare, patient access environment preferred.
• Intermediate computer skills required; ability to operate a computer using Word, Excel, and email, fax machines, printers, and copiers.
• Three (3) years' experience working with EPIC Cadence in a practice or Access Center environment preferred.
• Proficient in Medical Terminology and HIPAA
• May substitute required experience with equivalent years of education beyond the minimum education requirement.

Physical Demands/Work Environment

• Must have considerable hand-eye coordination to operate a computer.
• Must be able to sit or stand or sit for long periods of time.
• Must be able to lift and carry supplies to department and to equipment (example: reams of paper to copiers/fax machines) not to exceed 50 lbs. The individual must use an assisted-lift device or get another individual(s) to assist with the lift that is over 50 lbs.
• Must be able to exchange accurate information with patients, family, peers, and medical personnel through both verbal and written communication.
• Proficient in Medical Terminology and HIPAA
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

“Experience Memorial” is more than a slogan, it’s the care we provide our patients and it’s the commitment to our community and our team members. As a nationally certified Great Place to Work, at Lake Charles Memorial Health System you will have the opportunity to be a part of an organizational culture that supports not only exceptional patient care but also the well-being and professional growth of our employees. Join us and be a part of a team where your contributions are valued, your growth is nurtured, and your success is celebrated.

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