PATIENT ACCESS SERVICES STAFF DEVELOPMENT & QUALITY COORD

Schedule:
Full-time 80 hrs per pay period, day shift, M-F, occasional weekends

Description:

PATIENT ACCESS SERVICES STAFF DEVELOPMENT & QUALITY COORDINATOR provides training for all caregivers performing Patient Access Services functions at Cascade Healthcare Community (CHC), whether they report to Patient Access Services or not. Provides monitoring and analysis of performance measures and quality indicators. Gives staff direct feedback on the quality of their work and supports managers and supervisors in process improvement efforts. Develops and updates training manuals, curricula and other documentation. Looks for patterns and improvement opportunities when correcting account errors in Affinity and Cerner. Performs all duties in a manner which promotes team concept and reflects the CHC mission and philosophy.
Maintains reliable and consistent attendance. Maintains an in-depth knowledge of principles, practices, standards and techniques and demonstrates knowledge in accordance with CHC policies and procedures within pertinent laws and regulations in the following areas:
1. Works with Patient Access Services manager, supervisors and the leadership of other departments to develop standards, training manuals, curricula, tests and other training materials for registering patients.
a. Maintains proficiency in all systems used by registration staff (Affinity, Cerner, Omega, 4Medica, ProviderAdvantage).
b. Maintains proficiency in all registration tasks, job functions, forms, Work Instructions and procedures.
c. Sets course objectives and develops appropriate training materials and evaluation tools for each course.
* Completes master trainer" program and other classes offered by the Center for Health and Learning (CHL) and attends relevant classes by other training organizations.
* Utilizes CHL staff for incorporating effective training methods and tools geared to adult learners in training materials and using the intranet for training.
* Relies on the Managed Care Coordinator for obtaining payer bulletins and examples of insurance cards.
* Works with Manager, Supervisors and Managed Care Coordinator to schedule periodic payer-specific training.
2. Trains caregivers in Patient Access Services and other departments that perform patient registration functions.
a. Trains and orients new hires in patient registration, pre-registration or insurance verification as required.
b. Performs in-service, refresher and cross training either individually or in group sessions for existing staff.
c. Works with supervisors to identify skill deficiencies, process problems and procedural misunderstandings. Sits with and observes caregivers regularly to learn the detail behind their work processes. Documents and tracks each caregiver's skill sets and progress.
3. Corrects Affinity and Cerner accounts. Looks for patterns and improvement opportunities when correcting account errors. Examples:
a. Date of service edits, for example: day surgery patient stayed past midnight but account was automatically discharged at midnight. Discharge date needs to be changed so ancillary department can post charges incurred after midnight. Another example: Patient bypassed outpatient registration and went straight to unit. Pre-registered account needs to be activated for the correct date and time.
b. Duplicate MRN's, for example: patient with existing medical record number was assigned a new medical record number during Lab or ER registration. Duplicate medical record number needs to be merged into existing medical record number first in Cerner, then accounts may need to be merged in Affinity.
c. Duplicate guarantor numbers, for example: guarantor was assigned a duplicate guarantor number during registration. Guarantors need to be merged.
d. Account discharges, for example: Patient Accounts requests edit to admit date, for example: patient with open series account is admitted as an inpatient. Series account needs to be closed.
e. Patient service corrections, for example: scheduled procedure was canceled after patient had pre-surgery lab work. Patient service needs to be corrected and Affinity account closed so charges can be billed.
f. Unused account cleanup, for example: discharge canceled surgery accounts with zero charges
g. Discharge old RO accounts, for example: run reports of RO accounts with no charge activity in ___ months and close them.
h. Expired patients. Run reports to find and discharge open accounts on expired patients.
i. Bend-Redmond MRN's that Cerner can't auto-merge, for example: patient registered with first name of Debbie" Bend already in Cerner with a Redmond visit under the first name of Debra".
4. Performs quality audits of registrations.
a. Shares responsibility with the three Patient Access Services supervisors for auditing a sample of at least 30 registrations per caregiver per month by selecting accounts at random from the Affinity Registrations by User Date and Time report and logging them in Excel. Audits must meet standard of 98% accuracy in compliance with all registration policies and procedures.
b. Collects registration errors from Patient Accounts, Insurance Verification, Pre-Registration, and other sources, logs them in Excel and provides feedback to the caregiver or department where the error occurred.
c. Meets with caregivers individually to discuss audit results and provides education and/or training to improve accuracy.
d. Identifies trends and discusses them with staff at team meetings to provide feedback on progress made based on identified goals.
e. Provides manager and supervisors with input for writing and embedding quality measures in Work Instructions.

Requirements:
Education: Bachelor's degree in education, communications, business administration or related field preferred.

Registration: None.

Experience: Minimum of three years experience in patient registration preferred but not required. Ability to work flexible hours to meet educational needs.

Job Knowledge: Minimum of three years of training and technical writing expertise in a healthcare related field.

Computer Literacy: Ability to learn and apply basic computer skills including locating and opening documents, completing forms, opening and sending messages. Must possess the ability to learn intermediate computer skills including use of multiple applications to facilitate completion of work and communication of issues.

To discover the opportunities we have for you visit us at www.scmc.org

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