Patient Access Trainer

Job Description

General Summary :

Under general supervision develops and conducts training to new and current management and staff performing registration, bed control, and scheduling functions.

Responsible for developing and organizing training courses including Patient Access and support staff. The course material encompasses Patient Access department operational policies and procedures, Epic function training (Prelude, Cadence & Grand Central), registration data quality system, medical necessity software, scanning software, and coding software.

Principal Responsibilities and Tasks :

1. Quality : Emphasizing patient and employee safety and quality outcomes.

2. Service : Tailor patient services to meet and exceed patients needs and satisfaction.

3. People : Recruitment and retention of an excellent workforce.

4. Finance : To be financially successful through growth and development of existing and new programs and services in a competitive and cost effective manner.

5. Growth : To be the market leader in rehabilitation, one of the top hospitals for orthopaedics in the State of Maryland and expand specialty programs.

6. Vision / Alignment : Aligns the workforce performance with the organization's strategic and key operational priorities.

Applies an understanding of the organization's vision of products, service lines, key competitors, and customers to provide valued insights to the leadership team.

Communicates a vision of the organization that inspires and aligns employee performance.

7. Strategic Business Perspective : Fosters an environment of business-oriented management, efficiency, and service orientation within areas of responsibility and throughout the organization.

Implements / directs business systems, budget and communication processes that reflect integration of the organization’s strategic plan and key operational goals.

Assures alignment of department operations to achieve desired service / program outcomes. Provides leadership and engages staff to achieve excellence in service delivery.

Develops and oversees the allocation of resources that enhance workload efficiencies, performance and outcomes.

8. Integrity / Ethics : Consistently displays a personal value system based on honesty and integrity. Always exemplifies the highest level of moral and ethical behavior.

Upholds principles outlined within UMMS corporate compliance policy and code of conduct.

9. Critical Thinking : Demonstrates the agility necessary to solve problems and make decisions by employing inquiry, reasoning and a results-oriented approach.

Integrates multiple data sources before generating solution options. Carefully makes decisions that are perceived as fair, balanced, and ethically sound when implemented.

10. Respect & Customer Service : Dedicated to meet / exceed expectations and requirements of internal and external customers.

Seizes opportunities to design practical solutions to improve customer satisfaction. Coaches direct reports to seek and develop excellence in customer service behaviors and service recovery process.

Holds managers / staff accountable for appropriate response to customer requirements.

11. Collaboration and Team Work : Ensures integration and cooperation across organizational boundaries. Actively promotes team work and information sharing at all organizational levels.

Generates and implements strategies to gain support from others. Facilitates the development of team norms and values collaboratively with team members.

12. Positive Employee Relations : Maintains a positive, productive and cohesive work environment based on the organization’s culture.

Anticipates, addresses and diffuses workplace issues that may interfere with the organization’s business objectives. Uses a combination of employee engagement and job satisfaction to create positive employee morale, increased productivity, reduced absenteeism and turnover, and recruitment and retention of employee talent.

Seeks out and implement best practices that contribute to positive employee relations. Uses basic employee relations concepts to include equal employment opportunity, fairness and consistency in the treatment of employees.

Uses effective communication skills with employees, and documents employment actions. Uses the organization's positive employee relationships model and its policies and practices governing workplace rules and conduct.

Complies with federal, state and local laws and regulations governing and impacting the employment relationship.

13. Vision : Collaborates with senior leadership on the development of effective plans for the organization's future based on a clear understanding of trends, uncertainties, risk, and rewards.

Positions the organization to take advantage of trends. Communicates the vision with clarity and translates the vision into action.

14. Leadership & Management : Articulates a clear direction for the unit / department that translates into S.M.A.R.T. (Specific;

Measurable; Actionable / Achievable / Agreed Upon; Realistic / Relevant; Time-Bound) goals and outcomes for staff. Inspires staff to move in desired direction through role modeling, delegation of tasks, removal of barriers, monitoring progress and serving as an advocate.

Leverages available resources to meet departmental / organizational goals. Remain flexible and responsive to the ever-changing challenges which UM Rehabilitation and Orthopaedic Institute may face.

Purposefully provides guidance in setting priorities, delegating tasks, and developing a results-oriented approach to both daily operations and sudden challenges.

Present at the monthly Board of Directors meetings when needed, or provide necessary materials and analyses in support of presentations by the CEO to the Board of Directors.

15. Talent Management : Accurately identifies and selects qualified candidates during the recruitment process (interviewing, hiring and orientation).

Stays abreast of critical shortages in the health care labor market. Designs strategies to retain talented individuals including recognition, coaching and creating potential career pathways for staff.

Develops and delivers timely, valuable and constructive feedback via the performance review system that includes reflective self-analysis, goal setting and action planning for improvement.

Creates and delivers stretch assignments as growth opportunities for direct reports. Identifies internal candidates with high leadership potential.

Grows bench strength toward succession planning.

16. Technology : Identifies and recommends new technology to enhance organizational mission, vision and values. Aligns new technologies with the organization’s strategic plan and key operating priorities.

Considers impact on the organization, work structure, job design, educational needs and other essential resources during the planning, implementation and ongoing evaluation.

Identifies and utilizes comprehensive performance metrics to maximize organizational performance.

17. Community Outreach : Aligns key operational priorities with the needs and values of the community. Works to move healthcare forward in line with population based wellness needs plus national and state health agendas.

Actively participates in community outreach events on a regular basis.

18. Communication : Uses communication processes that are transparent and ensures employees receive timely, frequent information that affects their quality of work life and condition of employment.

Develops and delivers communications (oral and written) that have clarity and impact. Identifies situations when planned communication strategies are required and ensures that comprehensive communication plans and strategies are applied in sensitive situations.

19. Compliance : Stays abreast of pertinent regulatory, accreditation, and applicable standards (TJC, CARF, OSHA, DHMH etc.

Oversees operational compliance with applicable standards. Assumes assigned leadership role during survey preparedness and survey process.

Addresses areas of deficiency with a comprehensive action plan. Provides direction and vigilance to performance for areas of responsibility, activity, and / or project.

20. Accountability : Acknowledges and assumes personal responsibility for improving overall departmental performance. Designs and facilitates actions that create and support a culture of personal accountability.

Demonstrates ownership and conveys a sense of obligation to answer for actions or results on behalf of the organization and / or department.

Enacts appropriate performance management techniques to correct deficiencies.

21. Safety : Guides direct reports in detecting, reporting, and taking corrective action for safety risks. Seeks to identify suspected and evolving trends within quality reporting systems.

Identifies causal factors and takes corrective measures to prevent reoccurrence as appropriate. Prospectively acts on opportunities to enhance organizational safety.

22. Budget Management : Develops / oversees operational budgets that are strategically aligned with organization's key operational priorities and goals.

Utilizes strategic goals and initiatives to maximize and guide resource allocation decisions. Mitigates avoidable organizational risk through well-defined pro-forma analysis, service line plans and objectives.

Implements comprehensive performance measures that monitor / compare actual to budgeted financial performance. Monitors and adjust budget supplies and variances and implement reconciliation.

Monitors volumes of scale related to inventory levels and budget variances within areas of responsibility, and adjust levels and variances so that there is a balance between marketplace economies and realistic business needs of the hospital.

Designs / oversees implementation of corrective strategies as indicated. Champions financial stewardship in areas of responsibility.

a. Consults with and advises staff concerning functions and activities, work / project assignments, work flow, deadlines, policies, procedures, problems, grievances and interdepartmental relations.

Strategizes and develops in collaboration with direct reports improved work methods and reduction in costs of accounting operations.

b. Consults with and advises staff concerning functions and activities, work / project assignments, work flow, deadlines, policies, procedures, problems, grievances and interdepartmental relations.

Strategizes and develops in collaboration with direct reports improved work methods and reduction in costs of accounting operations.

c. Establishes and maintain a system of internal control for the organization. Makes recommendations concerning methods of reducing operating costs and increasing income.

d. Provides analysis of the hospital's's profitability, expenditures, and capital investments. Provides comparative information regarding these items and recommendations for enhanced operating performance.

e. Ensures effective and efficient operations of each key financial unit by monitoring activities and customer feedback and implementing appropriate corrective action as needed.

f. Utilizes the UMMS accounting system to meet needs and provides complete and accurate records of assets, liabilities, and financial transactions.

g. In conjunction with UMMS Finance, oversee the monthly preparation of the financial statements to ensure their accuracy and completeness.

h. Oversees the development, implementation and monitoring of reimbursement strategies to maximize revenue and monitor price position in marketplace.

i. Oversees the monthly rate analyses and the adjustment of rates to ensure compliance with federal, state and local laws and regulations and oversee the preparation of the annual Medicare and HSCRC reporting for hospital with the UMMS Department of Reimbursement and Clinical Economics.

j. Participates in the development and management of clinical utilization monitoring systems through clinical and financial decision support tools in conjunction with UMMS Finance.

k. Serves as primary staff liaison with internal and external financial control agencies. Directs and participates in the preparation required for internal audits, and coordinate certain activities for external auditors.

Develops and participates in collaborative working relationships with UMMS Finance personnel to ensure consistency in accounting and reporting standards.

l. Develops financial management reports for administration, and implements the reports of project teams in the areas of financial reporting, accounts payable / general ledger, fixed assets, and decision support.

m. Assists the CEO of UM Rehabilitation and Orthopaedic Institute in planning, developing, implementing, and maintaining new financial systems, including a cash management system and accounting procedures for capital programs.

Aligns with UMMS Financial Reporting and participate in process changes related to generally accepted accounting principals as prescribed by the Financial Accounting Standards Board.

n. Directly supports and supervises departmental managers in medical records, materials management and purchasing, patient access, and the business office in the successful execution of their duties.

o. Consults with the CEO at UM Rehabilitation and Orthopaedic Institute, the CFO at UMMC , and the CFO at UMMS as needed concerning UM Rehabilitation and Orthopaedic Institute's financial affairs, the development of financial operating policies and procedures, and departmental needs and problems which can affect the financial health of UM Rehabilitation and Orthopaedic Institute.

Discusses and makes recommendations regarding management issues, department budgets, capital budget major purchase priorities, policies and procedures, legal matters, and related issues.

23. Research : Supports the organization's value of Excellence in Research . Identifies and recommends research opportunities that are in accordance with mission, vision and values.

Supports approved research initiatives in the budgeting process. Facilitates opportunities for staff to participate in approved research.

Promotes use of evidence based practice in all areas of operation.

24. Professional Growth & Development : Collaborates with the CEO to create an individual development plan that identifies learning and development goals that are aligned with the organizations strategic plan.

This plan includes self-reflection regarding skills and career goals, training, education, and development activities (formal and informal) to acquire the competencies needed to meet identified goals.

Maintains professional growth and development to keep abreast of trends and regulatory changes in area of specialty and scope of responsibility.

Maintains professional affiliations, and attends outside conferences and seminars within budgetary and management approval.

25. Project Management : Systematically plans, organizes and manages resources to bring about successful completion of specific project goals.

Monitors progress using processes and / or project management tools.

26. Risk Taking : Displays a willingness to make decisions and enact action steps in an environment of uncertainty. Demonstrates a willingness to take calculated risk and generate innovative options.

27. Employee Opinion Survey : Actively guides staff to select and work towards solutions for their identified concerns.

28. Meeting Preparedness : Effectively leads meetings or actively participates in agenda-related topics. Provides relevant reports and / or feedback that contributes to hospital policy, initiatives, and action plans.

29. Other duties as assigned.

Qualifications

Education and Experience

1. High School Diploma or equivalent is required.

2. Associate’s degree in Business, Information systems or a healthcare related field is preferred.

3. Two or more years’ healthcare registration experience or active training experience in EPIC Prelude, Cadence scheduling, and Grand Central preferred.

Epic certification in one or more applications preferred; incumbent is required to achieve certification in Epic Prelude, Cadence and Grand Central within one year of hire.

4. Certification in AHAM or NAHAM preferred.

Knowledge, Skills and Abilities

1. Knowledge of Microsoft software and electronic billing software is preferred. Must have general knowledge of ICD and CPT coding practices.

2. Highly effective verbal, written and interpersonal skills

3. PC literate, with ability to enter and / or retrieve demographic, financial, and / or patient information from an online registration system.

4. Ability to establish and maintain courteous and effective relationships that foster quality customer service, and demonstrate sensitivity and awareness of customer needs when dealing with patients / visitors, co-workers and healthcare staff.

5. Ability to use resourcefulness and problem-solving skills when handling telephone and in-person inquiries or resolving patient complaints or patient admission and / or registration issues.

6. Ability to work independently and respond effectively under stress. Ability to prioritize and manage numerous tasks in different stages of completion.

7. Ability to observe and apply relevant hospital and departmental policies and procedures. Observe patient right to privacy in handling personal information in compliance with the Privacy Rule (under Title II of the Act) of the Health Insurance Portability and Accountability Act (HIPAA), ensuring the security and privacy of each patient’s health care information.

Additional Information

All your information will be kept confidential according to EEO guidelines.