Under the direction of the System Manager for Patient Access, Training and Quality Assurance (QA), the Patient Access Trainer initiates the training and quality assurance development, implementation, competency assessment and administration of the patient access staff and management across Cook County Health & Hospitals System (CCHHS). Conducts random site visits to measure competency and performance of the registrars to ensure compliance requirements are met. Performs quality management by initiating and participating in specific reviews and assists with quality monitoring.
This position is exempt from Career Service under the CCHHS Personnel Rules.
Initiates the training and QA development, implementation, competency assessment and administration of the patient access staff and management across (CCHHS); ensures training occurs on a timely basis to consistently improve accuracy
Schedules training sessions for new hire orientation in Patient Access to include pre-registration, registration, bed control, insurance verification, customer services, financial counseling, scheduling, quality assurance and revenue cycle overview
Provides routine training for updates to policy or procedural changes to the Patient Access staff on pre-registration, registration, bed control, insurance verification, point-of-service collections, customer service, financial counseling, scheduling, CCHHS policies and State and Federal requirements
Trains staff to understand the importance of thoroughly documenting and recording information in writing and electronic format
Educates staff on the principles and processes for providing customer service support in a hospital environment
Monitors training schedules to determine if changes need to be made to accommodate staffing interface
Conducts sampling, testing and evaluation of patient access staff by utilizing the patient access key performance indicators; makes recommendations regarding corrective training to address inefficiencies; reports outcomes to managers
Identifies trends related to frequent or common types of errors and reports these trends to department management for resolution
Updates and maintains training manuals and education resources to provide clear instructions on organization expectations, accountability for patient registration, insurance verification, financial counseling, filing appeals on underpayments or denials
Conducts random site visits to measure competency and performance of the registrars to ensure compliance requirements are met
Performs quality management by initiating and participating in specific reviews and assists with quality monitoring
Understands and interprets compliance regulations, standards and directives regarding governmental/regulatory agencies and/or third-party payers and how these regulations affect patient access
Communicates with various management, physicians and staff to address any questions or concerns
Enhances and maintains own professional growth and development through participation in relevant educational programs, literature, in-service meetings, workshops and seminars
Must be able to travel to CCHHS work sites located throughout Cook County
Must be able to work flexible hours which may include evening hours
Performs other duties as assigned
Bachelor's Degree or higher from an accredited college or university is required (Must provide official transcript at time of interview).
Minimum of three (3) years of experience in instructional/training module design is required.
Intermediate proficiency in Microsoft Office Suite is required.
Ability to travel to CCHHS work sites located throughout Cook County is required.
Must be able to work flexible hours which may include evening hours is required.
Experience as a Business Process Analyst.
Two (2) years of experience in customer service using Cerner and/or Siemens software (Scheduling, Registration, FirstNet, etc.)
Three (3) years of experience in training and quality assurance in patient access.
Prior experience with pre-registration, registration, scheduling, insurance verification, financial counseling and point-of-service collection efforts.
MUST MEET ALL REQUIRED QUALIFICATIONS AT TIME OF APPLICATION FILING.
Knowledge, Skills, Abilities and Other Characteristics
Knowledge of managed care environment, third party reimbursement, hospital and community services and hospital care policies
Intermediate knowledge of Microsoft Office Suite
Knowledge of hospital, specific accounting, billing and customer service systems
Knowledge of training and quality assurance principles
Knowledge of principles and processes for conducting audits and measuring quality standards for services and evaluation of performance
Module training development and design skills
Excellent verbal and written communication skills necessary to communicate with all levels of staff and a patient population composed of diverse cultures and age groups
Strong customer service and empathy skills
Demonstrates good computer and typing skills
Demonstrate good phone and email etiquette skills with strong response times
Demonstrate capability to articulate information in a clear and informative manner to clinical staff, hospital personnel, vendors, physicians, and associated office staff
Demonstrate strong leadership and supervisory skills
Demonstrate analytical and organizational, problem-solving, critical thinking, and conflict management/resolution skills
Demonstrate attention to detail, accuracy, and precision
Ability to prioritize, plan, and organize projects and tasks
Ability to multi-task and meet deadlines in a fast paced and stressful environment
Ability to adhere to department policies and standards utilizing best practices
Ability to maintain a professional demeanor and composure when challenged
Ability to maintain and comply with regulatory requirements
Ability to complete annual education requirements
Ability to utilize standard office equipment
Ability to be flexible and adaptable in performing work duties
VETERAN PREFERENCE PLEASE READ
When applying for employment with the Cook County Health & Hospitals System, preference is given to honorably discharged Veterans who have served in the Armed Forces of the United States for not less than 6 months of continuous service
To take advantage of this preference a Veteran must:
Meet the minimum qualifications for the position.
Identify self as a Veteran on the employment application by answering yes to the question by answering yes to the question, Are you a Military Veteran?
Attach a copy of their DD 214, DD 215 or NGB 22 (Notice of Separation at time of application filing. Please note: If you have multiple DD214s, 215s, or NGB 22S, Please submit the one with the latest date. Coast Guard must submit a certified copy of the military separation from either the Department of Transportation (Before 9/11) or the Department of Homeland Security (After 9/11). Discharge papers must list and Honorable Discharge Status. Discharge papers not listing an Honorable Discharge Status are not acceptable
A copy of a valid State ID Card or Driver's License which identifies the holder of the ID as a Veteran, may also be attached to the application at time of filing.
If items are not attached, you will not be eligible for Veteran Preference
VETERANS MUST PROVIDE ORIGINAL APPLICABLE DISCHARGE PAPERS OR APPLICABLE STATE ID CARD OR DRIVER'S LICENSE AT TIME OF INTERVIEW.
Medical, Dental, and Vision Coverage
Basic Term Life Insurance
Pension Plan and Deferred Compensation Program
Employee Assistance Program
Paid Holidays, Vacation, and Sick Time
You may also qualify for the Public Service Loan Forgiveness Program (PSLF)
Degrees awarded outside of the United States with the exception of those awarded in one of the United States' territories and Canada must be credentialed by an approved U.S. credential evaluation service belonging to the National Association of Credential Evaluation Services (NACES) or the Association of International Credential Evaluators (AICE). Original credentialing documents must be presented at time of interview.
*Please note all offers of Employment are contingent upon the following conditions: satisfactory professional & employment references, healthcare and criminal background checks, appropriate licensure/certifications and the successful completion of a physical and pre-employment drug screen.
*CCHHS is strictly prohibited from conditioning, basing or knowingly prejudicing or affecting any term or aspect of County employment or hiring upon or because of any political reason or factor.
COOK COUNTY HEALTH AND HOSPITALS SYSTEM IS AN EQUAL OPPORTUNITY EMPLOYER
Cook County Health & Hospitals System is a public worldwide leader in medical care, research and education. Mission-driven. Patient-focused. Team-based. At CCHHS, nearly 6,000 dedicated professionals — working in every medical and surgical specialty — collaborate to provide health and hope and healing to people from all walks of life.Respect — Whether on the front lines of patient care or support...ing the efforts of your colleagues and co-workers, the work you do at Cook County Health and Hospitals System will help to save lives. You are a valued member of the team.Growth — At Cook County Health & Hospitals System you’re encouraged to build on your strengths and career goals.Diversity — County Health & Hospitals System actively seeks to bring together individuals with diverse thoughts, ideas and backgrounds and to promote an inclusive environment that will generate innovation, greater job satisfaction and, most importantly, continually improved patient care.
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