Job Summary:

Responsible for the direction, planning, and implementation of training environment for new and existing Patient Service Representatives (PSR) focusing on the customer experience. Knowledgeable and able to effectively train on Provider clinic processes as well as hospital processes, on multiple software systems. Assist in Quality control processes on all access employees and re-train or modify training where weaknesses are determined. Prepares material and participates in staff meetings, new hire training, in-services and continuing education sessions.

FLSA :NON-EXEMPT

DUTIES AND RESPONSIBILITIES:

Responsible for creating a professional practice environment that focuses on the customer, exceeding their expectations

Understands the full duties and responsibilities of the PSR throughout the practices and assists in the creation of standardization of practice wherever possible

Works closely with IT and practice managers to assist in assessment of work flows and optimize computer functionality and proficiency for PSR's.

Provides training to all PSR staff to acquire effective and proficient computer literacy.

Coordinates existing computer education programs and works with department manager for the development of job specific training.

Ability to mentor and coach all aspects of Revenue Cycle including Registration, Insurance Verification, Financial Assistance and Eligibility, and Cashiering.

Displays flexibility and can assist in staffing needs when necessary or assigned.

Implements curriculum and training programs that meet the needs of registration staff, including registration, customer service and computer literacy. This includes onboarding, annual competencies, just in time training for changes determined by the Revenue Cycle team and focused training for areas of concern.

Distributes updates and communications regarding Revenue Cycle initiatives, payer changes and updates, process changes and requirements as assigned.

Develops a proficiency scoring system and validates that employees achieve the course proficiencies at least annually, for all new hires, and as otherwise needed.

Teaches classes and prepares instructional materials and track employee proficiency at the end of training

Evaluates and measures the effectiveness of training classes through daily monitoring of error and omissions reports, denial reports and patient complaints.

Performs other duties as required.

Demonstrates the ability to deal with pressure to meet deadlines, to be accurate, and to handle constantly changing situations.

Demonstrates the ability to deal with a variety of people, deal with stressful situations, and handle conflict.

Professional Requirements:

Adheres to dress code.

Completes annual educational requirements.

Maintains regulatory requirements.

Wears identification while on duty.

Maintains confidentiality at all times.

Attends department staff meetings as required within the department.

Reports to work on time and as scheduled; completes work in designated time.

Represents the organization in a positive and professional manner.

Actively participates in performance improvement and continuous quality improvement (CQI) activities.

Coordinates efforts in meeting regulatory compliance, federal, state and local regulations and standards

Communicates and complies with the Benefis Health System Mission, Vision and Values as well as the focus statement of the department.

Complies with Benefis Health System Organization Policies and Procedures.

Complies with Health and Safety Standards and Guidelines.

Education/Experience Requirements:

Minimum of an Associate Degree, or equivalent work experience.

Familiar with electronic medical records systems

Experience with Microsoft Office suite, and internet-based application systems.

Professional demeanor and excellent public relations skills.

Must have excellent customer service and communication skills.

Advanced medical terminology, health insurance background.