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 Clerical Trainer Lead is responsible for assisting and planning, development, and implementation of expanded education within the NCH Physician Group. The Clerical Trainer Lead works under the direction of the Manager of Staffing and Development NPG as well as the Operations Team to provide robust, reliable front-end process and applications education to the providers, staff, and administrators. The Clerical Trainer Lead will be responsible for carrying out or asked to participate in design of standard protocols and techniques to maintain, testing materials, testing system workflows and any necessary modifications of these materials. The Clerical Trainer Lead will need to demonstrate skills such as excellent communication, organization, the ability to manage multiple priorities, and work collaboratively with other teams within the healthcare system to meet and exceed goals determined by the Manager of Staffing and Development NPG, as well as the NPG Operations Team. This role participates in the coordination of all NPG orientation, training materials, assessment of workflows, and training activities. This role is also responsible for coordination and communication between third party vendors and IT for training and access. The Clerical Trainer Lead will also coordinate any training, development, and implementation of quarterly EPIC upgrades including review of Nova notes.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Other duties may be assigned.
· Coordination of all NPG orientation.
· Participates in the continued assessment of orientation, educational materials, and training locations.
· Review orientation surveys and summarizes feedback to NPG Manager of Staffing and Development.
· Regularly participates in training, evaluations, and development activity.
· Acts as a subject matter expert for NPG orientation and workflows.
· Acts as a subject matter expert for the quarterly EPIC Upgrades, including review of all Nova notes, development of training material, and distribution to NPG staff and leadership.
· Coordination and data tracking of any new or existing front end pilot programs created to evaluate workflow efficiencies or process changes that positively impact patient access.
· Acts as a liaison for third party vendors between IT and the vendor to create and maintain user training and accesses.
· 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 Degree with 4 years’ experience OR 7 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.
· Minimum of one year experience in healthcare clerical training role 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.
· Working knowledge of EPIC Front End applications and workflows.
· Must be able to prioritize and work independently.
· Good customer services and communication skills.
· Intermediate computer knowledge: Uses Microsoft Word, Excel, Outlook, and Windows.
