Patient Connection Center Educator, Ft/Days (Remote)

JOB PURPOSE:
Responsible for operationalizing and maintaining successful education programs, as well as researching and aligning educational resources with strategic focus areas. In addition to developing, planning and leading Patient Connection Center learning and development initiatives, responsibilities also include monitoring quality and performance metrics, keeping the leaders apprised of results, and using
data and feedback to identify and develop targeted opportunities for staff development in all areas of the Patient Connection Center.

MINIMUM EDUCATION REQUIRED:
Bachelor's degree in Health Care Administration, Business Administration or a related field .is required.
In lieu of degree, six (6) years of relevant work experience will be accepted in addition to the experience requirement.

MINIMUM EXPERIENCE REQUIRED:
Two (2) years revenue cycle or call center experience, to include one (1) year training, education and/or learning and development experience.
If no revenue cycle or call center experience, four (4) years of training, education and/or learning and development experience.
If no degree, a total of eight (8) years of experience revenue cycle, contact center, or front-end physician practice, to include training, education, learning and development experience.

MINIMUM LICENSURE/CERTIFICATION REQUIRED BY LAW:
None.

ADDITIONAL QUALIFICATIONS:
Rev Cycle or related experience in contact center, clerical accounting/finance is preferred.
Patient scheduling, insurance verification, or insurance authorization experience is desired.
Superior written and verbal communication skills including the development of curricula and training resources.
Experience using Epic, contact center tools, and/or Salesforce is a plus.

KEY RESPONSIBILITIES:
1. Develops, organizes, and upon approval, implements a training program for new hire orientation, staff development, and on-the-job training across Patient Connection Center functions.
2. Plans, coordinates, and leads internal in-services and educational programming for Patient Connection Center staff in the areas of call handling, scheduling, preregistration, patient estimates, upfront collections, clinic messaging, nurse triage, order indexing, and medical necessity services.
3. Develops in-depth knowledge of educational resources and determines how resources can best support training initiatives.
4. Creates training tools and staff assessment materials, including, but not limited to: manuals, presentations, scripts, competency tests, tip sheets, and evaluation rubrics.
5. Trains staff in utilizing systems or applications applicable to their job duties as well as e-learning technology and web-based educational offerings.
6. Ensures staff maintain departmental education requirements as needed or expected of their role and remains up to date on changes-whether internally or within the industry at large-affecting their job functions.
7. Gathers participant feedback and analyzes feedback/behaviors to evaluate learning programs for desired outcomes. Utilizes feedback to initiate program changes, refinements and improvements.
8. Provides one-on-one targeted training in response to performance deficiencies, and promotes a collaborative environment by addressing issues in a constructive and proactive manner.
9. 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, etc.
10. Collaborates with Patient Connection Center leaders and Quality Assurance Coordinator to review trends in organizational and individual performance data and uses information to adjust and refine training programs as needed.
11. Keeps Patient Connection Center leaders informed of all training activities through weekly, monthly and quarterly reports.
12. Travels to Patient Connection Center locations and other Piedmont facilities as needed.

KNOWLEDGE, SKILLS, ABILITIES

• Strong decision making skills informed by data and trends; strong detail orientation.
• Superior analytical and problem solving skills.
• Ability to manage multiple projects simultaneously in a fast-paced, deadline driven environment.
• Ability to make quality, independent decisions as well as the ability to collaborate effectively to make decisions with other leaders.
• Strong facilitation skills.
• Self-directed with the ability to work with various stakeholders and teams.
• A demonstrated ability to use PC based office productivity and presentation tools (e.g. Microsoft Outlook, Microsoft Excel, Microsoft PowerPoint) as necessary; general computer skills necessary to work effectively in an office environment.
• Excellent written communication, verbal communication, interpersonal, time management and organizational skills.
• Ability to work effectively and efficiently under tight deadlines and varying priorities.

Requirements

Diversity & Inclusion

Excellence at Work