Manager, Training and Deployment - PFS

POSITION PURPOSE

Manages, oversees and coordinates all Patient Financial Services (PFS) and/or Patient Access (PA)  colleague training and deployment across the national Trinity Health Revenue Excellence operation covering over 100+ Medical group locations and 5000+ colleagues encompassed within the revenue operations of System Office, Regional Health Ministries (RHM), and Patient Business Services (PBS).  Manages a team of colleagues coordinating and leading RC functional training and deployment activities for either all key Patient Financial Services (PFS)  functions including Billing and Follow-up, Customer Service, Denials, and Payment (Cash) Posting or all Patient Access (PAS)  or all key Patient Access functions including Registration, Benefit Advocacy, Pre-Registration, and Notification Verification and Authorization (NoVA).  Work requires knowledge of processes and environments across ~20 geographic regions and multiple supporting technologies.  Responsible for motivating team to achieve the highest levels of customer satisfaction and to meet the organization goals for customer service, operational and financial performance in order to achieve a world class revenue cycle team. Attends managerial meetings and supports the core values of Trinity Health, which is an integral part of this position.  This position reports directly to the Director Training and Deployment. 

ESSENTIAL FUNCTIONS

                                                                                                                  

Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.

Manages, oversees and coordinates Patient Financial Services (PFS) or Patient Access (PAS) colleague training and deployment across Trinity Health Revenue Excellence (5000+ colleagues) through centralized management of local resources.

Manages, oversees and coordinates a multi-functional/interdisciplinary teams, provides technical specialized leadership and guidance in directing managing complex training, managing deliverables, and serving as an escalation point in the resolution of significant project issues and removal of project barriers. Defines and manages project plans and goals; conducts business workflow mapping, develops status reports or communication plans and keeps leadership and key stakeholders apprised of project progress and ensuring project plans and deliverables are met and in alignment with organizational goals.

Creates and executes an overall vision for the training program, including requesting support from project leadership. Collaborates and assists in the design, development, and implementation of consistent training methods and learning solutions to drive organizational effectiveness, increase efficiency, and strengthen colleague knowledge, abilities, and performance.

Contributes to improved job performance through the development, implementation, and continuous improvement of the methods, modalities, and approaches used for job specific, task based training and deployment solutions for Revenue Cycle (RC) operations. Oversees skills enhancement training.

Manages, oversees and monitors the usage of technology and methodology used in delivering training and deployment solutions for revenue cycle operations.

Interfaces with the Director Training and Deployment to ensure ongoing development opportunities exist for all levels within the company through the utilization of innovative techniques in instructional design, development, and delivery.  Assesses risks and issues associated with the training program.

Implements ongoing training needs assessments on an individual, department and system-wide basis. Participates in outlining and forming additional educational plans as desired by the organization.

Determine types of curriculum delivery methods (such as instructor led classes, e-learning, and blended learning) that will be used.

Serves as a resource on business and performance needs based on a holistic view of staff development. Identifies root causes for gaps and implements learning solutions that successfully improve performance and business results across Trinity Health.

Performs data analysis and research of the effectiveness of training programs, clearly reporting the ROI of training and development initiatives.

Manages and oversees new hire orientation and onboarding, to include scheduling and tracking as well as program enhancements.

Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.

MINIMUM QUALIFICATIONS

Must possess a comprehensive knowledge of revenue cycle operations, as normally obtained through a Bachelor’s degree in Business or Healthcare Administration or a related field, and minimum of five (5) years in the area of colleague development and training, specifically experience at a multi-entity healthcare organization or large complex revenue cycle services.

Managerial and supervisory experience with two (2) or more years leading a team or equivalent leadership experience and a track record of being a people-focused leader.

Epic experience or Ability and willingness to obtain Epic training within twelve months in order to prepare for the role.

Possesses knowledge and experience with multiple Health Information Systems and Revenue Cycle applications in order to provide technical and functional training across end-users across all Patient Access Services (PAS) functions. Experience with one or more systems and applications is required, such as: Epic, Health Quest, Meditech, Next Gen, Billing Scrubbers (Relay+), ChartMaxx, Eligibility Tools, etc.  

Experience in designing and developing various types of training and curriculum, and training trainers to deliver content.

Knowledge of accounting systems and insurance issues, healthcare industry issues and trends, legal issues in field of expertise, required third party and governmental guidelines, and work processing.

Progressively more responsible training experience including needs analysis, design/development, and project management experience.  Broad knowledge of training and deployment principles, methodologies, and techniques, delivery and evaluation. 

Exhibits superior management skills that emphasize team‑building and strong leadership with the ability to provide clear direction to the department. Must demonstrate strong organizational skills leading a combination of direct and dotted‑line reporting relationships. 

Ability to create a culture supportive of personnel, fostering individual motivation, teamwork and high levels of performance and accountability utilizing a participative management style to ensure staff retention.  Ability to identify action plans to improve the quality of services in a cost-efficient manner and facilitates plan implementation.

Excellent interpersonal, consultative, relationship and consensus building skills in order to effectively lead and facilitate multi-functional teams, develop collaborative partnerships with executive leaders, key stakeholders and decision makers, and operate comfortably in a collaborative, shared leadership environment. Ability to influence results, garner support and tactfully manage complex relationships across the organization. Ability to read the subtle nuances of situations and react/plan accordingly.

Excellent written and verbal communication skills to effectively identify, access and facilitate improvements and problem resolution and to present advisory, persuasive and authoritative recommendation to all levels.  Serves as a change agent, coach, mentor, team builder and facilitator.

Must possess strong project facilitation skills and ability to lead meetings with diverse interests and needs.

Effective critical thinking, problem solving and decision making skills.  Strong quantitative and analytical abilities to process and display data.

Proficiency in Microsoft Office, including Outlook, Word, PowerPoint, and Excel.

Must be comfortable operating in a collaborative, shared leadership environment. 

Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS

This position operates in a typical office environment.  The area is well lit, temperature controlled and free from hazards. 

Incumbent communicates frequently, in person and over the phone, with people in all locations on product support issues. 

Manual dexterity is needed to operate a keyboard.  Hearing is needed for extensive telephone and in person communication. 

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.