Quality & Learning Liaison- Patient Connection Center

JOB PURPOSE:
Responsible for ensuring the delivery of an exceptional patient experience and that financial data is accurate and complete as a result of staff adhering to expected scripting and workflows, internal policies, and external regulations and requirements. This staff member performs quality monitoring activities and coordinates with Patient Connection Center leaders and educators to provide training across the Patient Connection Center. The coordinator keeps directors informed of quality monitoring results, identified training needs, and staff education progress.

KEY RESPONSIBILITIES:
1. Reviews, monitors, and documents staff performance throughout the revenue cycle by assessing competencies through quality audits of patient interactions as well as patient and financial data entry and validation.
2. Documents performance deficiencies and makes training recommendations based on audit results.
3. Evaluates staff for improved performance after completing training.
4. Reports all identified compliance risks to Patient Connection Center leadership.
5. Proposes revisions to internal policies and procedures as needed to support ongoing compliance with external regulations and requirements.
6. Organizes data in a scorecard for department leadership and summarizes findings in periodic reports.
7. Assists with reviews of auditing processes and proposes improvements.
8. Understands Patient Connection Center scripting, workflows and tools and is able to connect Patient Connection Center impacts to the patient experience and financial success of the organization.
9. Travels to Patient Connection Center locations and other Piedmont facilities as needed.
10. Performs additional audits and completes special projects as necessary.

Requirements

MINIMUM EDUCATION REQUIRED:
Bachelor’s degree in Healthcare 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 of Rev Cycle or related experience in contact center, clerical accounting/finance is required.
If no degree, a total of eight (8) years of experience required.

MINIMUM LICENSURE/CERTIFICATION REQUIRED BY LAW:
None.

ADDITIONAL QUALIFICATIONS:
Leadership and/or auditing experience is preferred.
Experience working in patient scheduling, insurance verification, or insurance authorization is desired. Superior written and verbal communication skills including the ability to present ideas in a clear and compelling manner to both leader and staff level audiences.
Previous experience using Epic, contact center tools, and/or Salesforce is a plus.

Diversity & Inclusion

Excellence at Work