Patient Access Trainer / Quality Assurance Auditor-Full Time

The Patient Access Trainer / Quality Assurance Auditor is responsible for improving department operations by monitoring key performance indicators to determine a plan of action on departmental training needs. This position will also be tasked with onboarding new Patient Access Associates within the department to determine what will be required from a training perspective to ensure all system access is in place, proper system training is complete, and each associate has the basis to complete their job function. This position will perform quality assurance checks on all associates to look for areas of opportunity that will decrease our insurance denials rate and will increase the number of error free claims processed by our Patient Financial Services Team. As part of the QA process this position will use information taken from our scorecards to disseminate metrics to individual associates to further assist with ongoing education. The Quality Assurance Auditor must be comfortable with verbal dialogue regarding the outcomes of audits of calls, registrations, and other functions within Patient Access with our associates.

FUNCTIONAL DEMANDS

Reports to: Director of Patient Access

ORGANIZATIONAL EXPECTATIONS

• Adheres to infection-control policies and protocols, medication administration and storage procedures, and controlled substance regulations.
• Maintains compliance with organization’s policies, as well as established practices, protocols, and procedures of the position, department, and applicable professional standards.
• Promotes culture of safety for patients and employees through proper identification, reporting, documentation, and prevention.
• Participates in ongoing quality improvement activities.
• Complies with organizational and regulatory policies for handling confidential patient information.
• Adheres to professional standards, hospital policies and procedures, federal, state, and local requirements, and TJC standards and/or standards from other accrediting bodies.
• Knows, understands, incorporates, and demonstrates the Jennie Stuart Health and client Mission, Vision, and Values in behaviors, practices, and decisions
• Provides a positive and professional representation of the organization.
• Maintains hospital standards for a clean and quiet patient environment to maintain a positive patient care experience.
• Maintains competency and knowledge of current standards of practice, trends, and developments in related scope of job role or practice.

Essential Functions

• Develop work plans and solutions with management to address problems. Provides feedback to improve performance and training programs for revenue and operational enhancement.
• Support and suggest improvements/recommendations to meet the highest level of patient experience.
• Coordinate with Patient Access leadership to implement effective practices to increase revenues, reduce costs, and improve service quality.
• Provide measurement, analysis and reporting on performance, trends, and patterns for daily, weekly, and monthly Patient Access reporting.
• Promote use of new or improved technology. Identify improvement opportunities and functions requiring change. Develop clear recommendations consistent with best practice process to remediate identified quality issues
• Create, maintain, and track reports in relation to performance.
• Escalate identified opportunities, issues, and out-of-benchmark metrics to the Patient Access leadership team for additional investigation and action plan development
• Prepare and analyze data to identify root cause analysis of registration denials, insurance claims rejections, and other statistical data while working closely with the Patient Access Director and Manager, Patient Financial Services Director as well as other members of the Revenue Cycle.
• Performs other duties as assigned.
• Primary source to assist with the development of Patient Access training and quality assurance processes.
• Collaborate within the entire patient access team to identify performance improvement opportunities
• Analyze information, including root cause, to make recommendations that reduce errors and improve process performance.
• Prepare and present results, reports, both oral and written, to a variety of audiences, concerning processes, models, evaluation, and impact.
• Analyze and identify quality performance trends at the employee and department levels. Prepare and analyze quality reports for management review.
• Participate in development of documents to drive quality improvement, including the design of quality monitoring forms and quality standards. Document and update process, procedures, guidelines, and training materials.
• Enhance and develop reports including leading, planning, analysis, design, testing, and deployment of registration analytics, reporting and dashboard solutions.

Nonessential Functions

• Other duties as needed and assigned

Required Skills

• High School Degree
• 3+ years Patient Access or Revenue Cycle Experience

Required Experience

• Ability to work independently, prioritize multiple projects and meet deadlines.
• Strong analytics and problem-solving skills
• Excellent written and oral communication skills.
• Proficiency in common software systems and comfort with databases