Description
Job Schedule: Full Time
Standard Hours: 40
Job Shift: Shift 1
Shift Details: May require 2nd shift or weekends on occasion.
Work where every moment matters.
Every day, over 38,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network.
The creation of the HHC System Support Office recognizes the work of a large and growing group of employees whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole, rather than a single member organization.
With the creation of our new umbrella organization we now have our own identity with a unique payroll, benefits, performance management system, service recognition programs and other common practices across the system.
Position Summary:
Under supervision of the Revenue Cycle (RC) Instructional Quality Supervisor, the RC Instructional Quality (IQ) Specialist serves as an expert resource to our operational areas by providing instructional support and quality control of Revenue Cycle workflows. In addition to their role as a trainer, the IQ Specialist is responsible for developing, operationalizing, and maintaining successful education programs for all areas of the Revenue Cycle, as well as researching and aligning educational resources with strategic focus areas.
Along with planning and leading revenue cycle training initiatives, this individual’s responsibilities also include monitoring quality and performance metrics, keeping the IQ Specialist Supervisor apprised of results, and using data to identify and develop targeted opportunities for staff development in all areas of the revenue cycle.
Position Responsibilities:
Key Areas of Responsibility
1. Research and Content Development – Conduct research and collaborate with subject matter experts to ensure accurate documentation of Revenue Cycle-related workflows; Define and document learning objectives; Instructional material content development and upkeep: courses, curriculum, student guides, training manuals, e-learnings, presentations, scripts, competency tests, tip sheets, and evaluation rubrics, etc.; Create visual, audio and interactive learning tools; Assist Revenue Cycle innovation team with identifying process improvement opportunities; Develops in-depth knowledge of educational resources and determines how resources can best support training initiatives; Coordinates with ITS partners when necessary to deploy e-learning or web-based training materials, and to ensure consistency of IT and Revenue Cycle training materials on intersecting content.
2. Training – Lead training of instructional material; Trains staff in utilizing systems or applications related to their job duties as well as e-learning technology and web-based educational offerings; Recognizes training opportunities and actively participates in improvement plans; works with vendors to successfully implement new enhancements and products; Documents and maintains departmental employee records to ensure training requirements are fulfilled, corrective action plans can be carried out as needed, core competencies can be further defined, and tracks trends.
3. Quality Assurance – Performs quality review following instruction to identify compliance and/or denial reduction, providing feedback and escalation as needed; Monitors training content and documentation quality, escalates issues appropriately; Performs routine and ad HOC analyses, audits, reporting, and workflow studies to ensure optimization.
4. Customer Support – Communicates (educates, updates, responds to inquiries) with customers effectively and efficiently in a professional and courteous manner, providing high quality support virtually or in-person; Follows up with customer feedback, properly responding to emails, voicemails and reporting significant issues to Supervisor; Keeps directors informed of quality monitoring results, identified training needs, and staff education progress. Surveys customers and develops action plans for improvement.
5. Performs other duties as assigned.
Qualifications
Education
· Minimum: Associate’s degree or equivalent, relevant experience
· Preferred: Bachelor’s degree or equivalent, relevant experience including training program design and implementation.
Experience
· Minimum
o 3+ years of healthcare revenue cycle experience
o 2+ years of EHR training experience
o 2+ years of experience working in Epic
o Experience with quality auditing and reporting
o Proficiency using Microsoft Office products (Word, Excel, PowerPoint)
o Experience using photo/video editing software (e.g. SnagIt, Camtasia)
· Preferred:
o 3+ years of healthcare revenue cycle experience.
o 2+ years of Epic training experience
o 2+ years of experience working in revenue cycle Epic applications
o Experience with quality auditing and reporting
o 4+ years’ experience using an electronic medical record (EHR) system.
o Proficiency using Microsoft Office products (Word, Excel, PowerPoint)
o Proficiency using photo/video editing software (e.g. SnagIt, Camtasia)
Licensure, Certification, Registration
· Current driver’s license valid in the state of Connecticut or other evidence of equivalent mobility
Language Skills
· Minimum: Must be able to speak, read and write English
· Preferred: Must be able to speak, read and write English, Excellent oral and written communication skills
Knowledge, Skills and Ability Requirements:
· General understanding of the entire Revenue Cycle process
· Highly-developed critical thinking, problem-solving, and decision-making skills
· Time management skills to efficiently and effectively meet goals and objectives.
· Demonstrated aptitude for quantitative analysis and attention to detail
· Ability to simplify and communicate concepts to a variety of individuals
· Ability to account for individual needs/learning styles when educating staff
· Ability to engage and motivate staff members at all levels
· Ability to establish and maintain cooperative working relationships with other departments and sites.
· Ability to develop a strong understanding of the workflows being supported, including how they relate to Revenue Cycle as a whole
· Open and adaptable to change; demonstrates a positive mindset and is a proponent for change.
· Knowledge of approaches, tools and techniques for delivering formal and informal training programs and evaluating their effectiveness.
· Ability to express ideas and convey technical information effectively in verbal and written communication, and in group training presentations.
· Ability to assess and translate organization/customer needs to learning objectives and devise effective training solutions.
We take great care of careers.
With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge – helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees-- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment.
