Anne Arundel Medical Center
Title: Patient Access Unit Trainer – Emergency Department/L&D
Department: Patient Access
Reports To: Director of Patient Access
Cost Center/Job Code: 20000-10017-001960
This non-clinical healthcare professional is responsible for department orientation and training of all employees working as Patient Access Representatives in multiple areas, including new and existing staff. In this role, the Patient Access Unit Trainer (PAUT) will ensure all department staff are competent on existing workflows and processes as well as trained in new workflows and processes, when they arise. The PAUT will ensure that the registration functions run smoothly and efficiently by overseeing and evaluating the productivity and accuracy of staff on an ongoing basis using both Quality Metrics and observation of errors found in Registration Workqueues. The PAUT will coordinate employee orientation and training activities, as well as including assessment needs, design and evaluation outcomes related to insurance requirements, registration/admissions process, data integrity and customer service.
Essential Job Duties:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Schedule training and maintain accurate records of participation, for all department staff. Ensure adequate training and retraining for all ED/L&D/AO/AC and Float staff requiring access to hospital systems to perform any scheduling, authorization, pre-registration, registration and/or point-of-service collection functions. Maintain department records, reports and files, as required.
- Develop evaluation methods to ensure staff understanding and knowledge of departmental practices and processes, both existing and new. Creatively engage staff in completing monthly refreshers, leveraging all available tools including in-person training, remote training, training using appropriate Epic environments, Kahoot, HBI, Healthstream, etc. to ensure comprehension and performance improvement.
- Collaborate with PA leaders to develop, assemble and disseminate training handouts and related material, reviewing annually to ensure material remains current. In concert with the director and other trainers, maintain a centralized repository for all training material while leveraging technology to create sustainable training programs to support Patient Access infrastructure. Ensure the effective delivery of departmental training that allows PA staff to complete required tasks.
- Understand all payers and the various requirements for each regarding the scheduling, registration, and point-of service collections processes and train staff accordingly.
- Actively champion and recruit interested staff into the Patient Access Ladder program. Create, participate and lead associated training materials and classes.
- Maintain required hours in staffing, modeling professionalism, registration accuracy and productivity at all times. Maintain 98% accuracy rate or higher. Adhere to all policies of the department and organization. Practice excellent time-management to ensure all registrations are completed and workqueues are managed.
- Ensure staff comply with hospital practices and policies. Using QA reporting software and manual audits of staff registrations, monitor for quality and accuracy in completed registrations. Identify areas for improvement and coach staff on performance improvement, as required.
- Educate others on correct access procedures, emphasizing the importance of highly accurate data entry and how erroneous information negatively impacts the entire revenue cycle. Provide reports of quality, management, performance, educational activities, and program effectiveness to appropriate management staff
- Define and develop new training programs for any new systems or upgrades that impact the scheduling, registration and/or admitting processes. Audits the effectiveness of department education and training programs and provides feedback to the employee on performance
10. Other duties, as assigned. Some travel required.
Required Minimum Education: High School Diploma or GED.
Required Minimum Experience: Two years previous experience in fast-paced, front desk/healthcare environment, preferred. Typing 25 wpm, required.
Required License / Certifications: CHAA, preferred, and within 6 months. CPAS within one year.
Working Conditions, Equipment, Physical Demands:
Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.
There is reasonable expectation that employees in this position will be exposed to blood-borne pathogens.
For the sentence in bold, please indicate if the position will or will not be exposed to blood borne-pathogens. There is reasonable expectation that employees in this position will be exposed to blood-borne pathogens.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.