ABOUT NCH
NCH is an independent, locally governed non-profit delivering premier comprehensive care. Our healthcare system is comprised of two hospitals, an alliance of 700+ physicians, and medical facilities in dozens of locations throughout Southwest Florida that offer nationally recognized, quality health care.
NCH is transforming into an Advanced Community Healthcare System(TM) and we’re proud to: Provide higher acuity care and Centers of Excellence; Offer Graduate Medical Education and fellowships; Have endowed chairs; Conduct research and participate in national clinical trials; and partner with other health market leaders, like Hospital for Special Surgery, Encompass, and ProScan.
Join our mission to help everyone live a longer, happier, healthier life. We are committed to care and believe there's always more at NCH - for you and every person we serve together. Visit nchjobs.org to learn more.
JOB SUMMARY
The NPG Clerical Trainer is responsible for managing, maintaining, developing and supporting all aspects of training and education regarding the practice front end applications and processes. The NPG Clerical Trainer works under the direction of the NPG Training Coordinator as well as the Operations Team to provide robust, reliable front-end process and applications education to the providers, staff and administrators. The NPG Clerical Trainer may also be responsible for carrying out or asked to participate in design of testing materials, testing system workflows and any necessary modifications of these materials. This individual must also be able to communicate effectively with providers, staff and other leadership and participate in the continual improvement of the functionality and use of the application. They must be able to develop standard protocols and techniques to maintain, modify, and implement training/testing of the front-end processes and applications.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Other duties may be assigned.
· Develop plans for the new and ongoing training, maintenance, and optimization of the front-end processes and applications.
· Develop standardized processes, policies and procedures for the front-end training and testing.
· Ensure the proper usage of the various systems and applications to ensure efficiency and accuracy in patient registration, scheduling, and front-end workflows.
· Create and maintain quality training / testing materials used for all staff.
· Maintains, improves and manages educational content. Continues to monitor and improve the effectiveness of ongoing education programs. Incorporates measurement tools to measure employee level of understanding. Develops Beginner & Advanced refresher classes.
· Evaluates usefulness and usability of standard applications and content.
· Develops and delivers training programs that assist new users in learning front end processes.
· Provides ongoing end-user support for the use of the system, including upgrades.
· Provides advanced end-user support; responds to software application problems; reviews issue logs to identify software application problem patterns; tracks performance of vendor in resolving issues within target dates; part of the team that plans and implements installation, upgrades and development projects; trouble shoots issues with end users.
· Performs special projects; analyzes processes and related data to recommend automation and workflow improvements.
· Evaluates and recommends improvement to system software; serves as a liaison between departments and software vendor for specific applications.
· Develops, maintains, updates and implements standardized Policy and Procedures related to Practice Management patient registration and transaction posting in collaboration with the Revenue Cycle Management Team.
· Attends applicable classes, seminars and web-based training courses for continued education.
· Demonstrates accountability for time, performance and productivity.
· Performs random audits and reviews to ensure effectiveness of training and education; re-educates when applicable and informs Management of staff issues beyond his/her scope of responsibility.
· Demonstrates effective communication skills, verbal and written.
· Maintains flexible work pattern to accommodate the training needs of all staff at all locations.
· Attends and participates in finance, billing, and/or operational meetings as requested.
· Partners with NPG Training Sites to ensure success of new employees and pilot new workflows.
· Participates in NPG New Employee Orientation with other NPG Trainers and Facilitators; able to appropriately present any operational information within clerical scope.
EDUCATION, EXPERIENCE AND QUALIFICATIONS
· Minimum of Associate’s Degree with 3 years’ experience OR 6 years equivalent work experience in healthcare clerical role such as patient service representative with a broad understanding of front end workflows, practice management process, and in-depth understanding of the impact of these workflows and processes on revenue cycle and financial/organizational performance required.
· Must have working knowledge and demonstrated experience leading training classes, presenting healthcare related clerical topics, and delivering presentations to a broad and varied knowledge-based audience.
· Working knowledge of medical terminology, ICD9 & ICD10, HCPCS, revenue codes for billing required.
· Must be able to prioritize and work independently.
· Good customer services and communication skills.
· Intermediate computer knowledge: Uses Microsoft Word, Excel, Outlook, and Windows.
