Training and Deployment Specialist II

POSITION PURPOSE

Serves as a member of the RC Enterprise and Performance Management Services team responsible for colleague training and deployment projects at for Patient Business Services (PBS) and Patient Access (PAS) functions.  Provides training and deployment support for all key Patient Financial Services (PFS) and Patient Access (PAS) systems, applications and functions including: Billing and Follow-up, Customer Service, Denials, Payment (Cash) Posting, Insurance Verification, Pre-Registration, Registration, and Benefit Advocacy colleagues. This position reports to the Manager Training and Deployment.

ESSENTIAL FUNCTIONS

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

Provides training and educational opportunities in revenue cycle systems, applications, and functions according to the Trinity Health Revenue Cycle (RC) training curriculum. Identifies training needs and defines appropriate training solutions.

Coordinates and participates in Revenue Cycle functional training and deployment activities for all key Patient Financial Services (PFS) and Patient Access Services (PAS) functions including Billing and Follow-up, Customer Service, Denials, Payment (Cash) Posting, Insurance Verification, Benefit Advocacy, Pre-Registration, and Registration. 

Responsible for integrated workflow system training for bolt on applications. Revenue Cycle system training includes, but is not limited to: Epic, HealthQuest, NextGen, Billing Scrubbers (Relay+), Emdeon and other Eligibility tools.

Implements consistent training methods and learning solutions to drive organizational effectiveness, increase efficiency, and strengthen colleague knowledge, abilities, and performance. Prepares training materials, documentation, guides, manuals, job aids and e-learning modules.

Contributes to improved job performance through the 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.

Utilizes appropriate technology and methodology in delivering training and deployment solutions for revenue cycle operations, and in providing training on systems to all departments.  Serves as a resource providing consultative guidance relative to training and deployment methodologies, processes, procedures, standards, tools and best practices. Performs training on technology, process, and provides content development on policy.

Implements, facilitates and maintains new hire orientation and onboarding, to include scheduling and tracking as well as program enhancements.

Provides creative coaching and counseling skills when dealing with training, education and deployment issues.  Responds to general questions and issues in application of  methods, techniques and processes.

Develops and maintains all RC training, educational and development materials in coordination with broader Trinity Health Director RC Training and Deployment and local RHMs.

Gathers data and prepares special statistical, content driven and clearly defined reports as directed by the Manager Training and Deployment in coordination with other PBS sites and local RHMs in order to evaluate performance and training outcomes. 

Develops and maintains interactive and collaborative relationships with clients, stakeholders, and other key leaders. Keeps abreast of current training and development methodologies, practices and tools.

Other duties as needed and assigned by the manager.

Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s 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 demonstrated knowledge of training operations, as normally obtained through a Bachelor’s degree in Business or Healthcare Administration, Education, Learning and  Development, Finance or Accounting or a related field, and one (1) to three  (3) years of Revenue Cycle experience or an equivalent combination of education and experience. Certification within adult education preferred.

Knowledge of and experience with Revenue Cycle functional training and deployment activities for all key Patient Financial Services (PFS) and Patient Access Services (PAS) functions and processes including Billing and Follow-up, Customer Service, Denials, Cash Posting, Financial Assistance, Insurance Verification, Pre-Registration, and Benefit Advocacy.

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)  and Patient Business Services (PFS) 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.  

One (1) to three (3) years' experience in delivering workforce educational training programs, and deployment of course curriculum. Some knowledge of and experience with specialized  methodology in the deployment of training support tools.

Ability to support integrated workflow systems training  with bolt on applications.  Ability to perform training on technology, process, and provide content development on internal policies.

Ability to facilitate instructor led training courses.

Must possess teaching skills that enhances user learning and involvement.  Ability to convey complicated information to end-users in a concise, user-friendly manner that ensures user competency and process compliance, while energizing users’ discussion and input.

Ability to develop basic level materials and job aids to support training and utilized specialized training applications and software.

Ability to collaborate with various individuals and groups in order to evaluate, conduct and organize education to support RC Enterprise and Performance Management Services. Ability to interface and develop relationships with clients and key stakeholders.

Excellent human relations skills and a well-developed customer service orientation.

Strong organizational skills and attention to detail.

Excellent written and verbal communication skills.

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. 

The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects at the same time and adapt to interruptions.

Must be able to set and organize own work priorities, and adapt to them as they change frequently. Ability to concentrate, meet deadlines, work on several projects simultaneously and adapt to interruptions.

Incumbent must be able to stand, walk, squat and lift training room equipment when maintenance or moves are necessary.  When training, standing may be required for several hours at a time.

Ability to work with clients with a variety of learning abilities.

Must possess the ability to comply with Trinity Health policies and procedures. 

Must be able to travel to the various Trinity Health sites (at least 25%) as needed.

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.