Patient Access Trainer Lead - CommonSpirit Health

Virginia Mason Franciscan Health brings together two award-winning health systems in Washington state CHI Franciscan and Virginia Mason. As one integrated health system with the most patient access points in western Washington, our team includes 18,000 staff and nearly 5,000 employed physicians and affiliated providers.

At Virginia Mason Franciscan Health, you will find the safest and highest quality of care provided by our expert, compassionate medical care team at 11 hospitals and nearly 300 sites throughout the greater Puget Sound region. 

While you’re busy impacting the healthcare industry, we’ll take care of you with benefits that may include health/dental/vision, FSA, matching retirement plans, paid vacation, adoption assistance, annual bonus eligibility, and more!

Job Summary:

This job is responsible for delivering individual and group on-the-job training to new/current support and/or management staff designed to expand the knowledge of participants and to enhance overall employee competency and productivity as relates to front-end processes.  Training may be delivered in a classroom, individual or clinical setting, or through webinars.  An incumbent travels to all clinics throughout FMG to respond to training needs, evaluate staff competency/performance in Patient Access functions and provide additional training as necessary.  An incumbent works independently, conducting ongoing needs analyses to facilitate the development/maintenance of training materials/skills classes and content with respect to the application of regulatory requirements (e.g. HIPAA, PHI, Insurance Guidelines, etc) and FMG workflow, work standards, proper usage of the EMR (electronic medical record) system/web tools, and related processes/procedures applicable to front office work. 

Work also includes: 1) troubleshooting processes/workflow issues from a training perspective; 2) creating specific and/or customized content for departments, individuals as needed; 3) communicating payor changes/requirements to all stakeholders; and 4) facilitating ongoing integration/optimization of the EMR (electronic medical record) within scope of position. 

Work involves the application of strong communications/customer service skills, as well as the ability to keep abreast of new system technologies/applications and changing training needs and priorities.  An incumbent follows proper channels of communication in handling daily and routine problems and recognizing issues that need referral to management. 

Work requires knowledge of applicable Federal and State laws and the functionality/use of automated electronic medical record systems sufficient to perform on-the-job training activities.  In addition, an incumbent is required to maintain current awareness of all payor changes and requirements and facilitate timely communication to clinic leadership and staff.

Performs related duties as required.

Essential Duties:

Delivers individual and group on-the-job training to meet the needs of front-end clinic staff and management; plans orientation program(s) for new employees who are engaged in front-end support functions at the assigned clinics/facilities.

• Schedules training rooms/sites and arranges equipment for orientation and/or group training sessions.
• Delivers training for all new Patient Access staff; offers mandatory training to all Patient Access staff and clinic management as needed.
• Provides on-site supplemental training to staff as necessary; identifies training-related issues for referral to Patient Access management/team.
• Participates in on-boarding planning for individuals and acquisitions to keep abreast of training needs.
• Creates, reviews and updates training materials; maintains job aids and instructional materials to assure they are current and relevant.
• Maintains float pool by scheduling appropriate coverage and communicating with Float staff and clinic management.

Facilitates staff competency/development by promoting learning experience tailored to the needs of individual employees; evaluates effectiveness of training content and adjusts as necessary.

• Evaluates employees receiving training to ensure that information is understood and assimilated appropriately; participates in the development/implementation of targeted support plans for struggling staff; provides ongoing or follow-up training as necessary.
• Creates, reviews and updates Annual Competency Assessment for all Patient Access staff; creates process to manage scheduling, follow-up education and training needs.
• Conducts assessments, provides learning recommendations and facilitates training to meet needs; demonstrates independent ability to create training content based on the specific needs of the clinic/individual..
• Maintains daily contact with management and employees to provide direct support, feedback, assessment and staff development; solicits feedback from staff/management with respect to training/development needs from their perspective.
• Keeps abreast of, and effectively applies, current knowledge Federal and State compliance issues as they relate to front-end, billing and insurance functions, keeps abreast of process improvement initiatives in order to adapt training as necessary.

Rounds on assigned clinics/work sites to answer questions, provide additional training, identify issues/concerns and facilitate ongoing integration of automated systems.

• Gathers specific information on workflows, and assists with strategic workflow development and modification; helps to identify areas of risk and issues for Patient Access team review to facilitate conformity with community standards of care.
• Assists with 1:1 employee assessments by providing detailed feedback on individual and/or group progress; creates/modifies content for individual/department as needed.
• Attends meetings to represent Patient Access and exchange information relating to current/future procedures/workflow.
• May troubleshoot process/workflow issues from a training perspective; reports back to appropriate management/stakeholders.

Participates in the development, maintenance and implementation of standards, manuals, procedures, tools and guidelines relating to unit-specific training and employee development.

• Creates and updates policy and procedures, standard workflow and best practice.
• Creates and maintains current training documentation; recommends and coordinates updates to existing training materials.
• Participates in the development of competency assessment tools and ensures that assessments are completed in accordance with established procedures.
• Develops and/or maintains orientation checklist and related materials, such as training manuals, teaching aids, and employee development materials.
• Enters and maintains training materials in the system; develops webinars and other web-based tools; reviews and updates Q&A tools.
• Provides feedback to management and EPIC support on future EMR optimization opportunities.

Education/Work Experience:

• Associate’s degree in a related field and two years of related work experience that would demonstrate attainment of the requisite job knowledge/abilities.
• An equivalent combination of related education and work experience that would demonstrate attainment of the requisite job knowledge/abilities may be substituted for the degree requirement.