Revenue Cycle Instructional Designer and Quality Analyst

POSITION SUMMARY:

The Quality Assurance Specialist is responsible for improving department operations by monitoring key performance indicators and providing the information gathered to the Supervisors/Leads for employee feedback and training. While demonstrating service excellence at all times, this individual is responsible for maintaining Service Excellence standards within the Patient Admissions Department.

The QA Specialist is responsible for evaluating current workflows and developing process improvements to ensure quality and accurate registrations workflow, admitting and patient throughput and pre-certification workflows and will provide feedback to each team member and their direct Supervisor and/or Manager with identified errors on a daily, weekly and monthly basis utilizing Quality Assurance Scorecards. Responsibilities also include identifying and reporting trends and concerns in regards to quality assurance metrics, to include statistical reporting documentation as well as comfortably conducts verbal dialogue regarding the outcomes of registration audits.

The Quality Assurance Specialist maintains quality audit reports for all team members and tracks ongoing performance. Administers Continuous Quality Improvement reviews for new hires prior to formal quality auditing. Seeks to foster a strong line of communication between Patient Access and Patient Financial Services, addressing training needs to supervisors.  Should seek to develop a deep understanding of departmental functions and goals.

The QA Specialist will be responsible for conducting regular check ins with PAS leadership and will consistently provide accurate and detailed monthly reports that outlines team member error rates, identified error trends for the month and should develop a strategy to improve workflow via educational training and/or system updates.  In collaboration with Revenue Cycle training team, will develop on-going training modules to increase efficiencies.  Key Performance Indicators will be presented with identified training modules and process improvement plans to senior leadership quarterly.

Position: Patient Access Services Quality Assurance Analyst       

Department: PAS Quality and Training

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Ensure that data-driven performance management and QI programs are designed and implemented in a manner that aligns with the organization’s strategy and mission.
• Monitors the effectiveness of the performance management and quality improvement programs on a timely and an ongoing basis.
• Reviews and analyzes data to determine issue trends and develops remediation plans and/or workflow resolutions
• Reviews, updates and documents  policies, procedures and subsequent workflows/issue resolution
• Ensure effective data management for quality improvement projects. Has knowledge of measurement framework, and is responsible for the design, development and implementation of key metrics and data collection tools. Oversees and conducts data analytics and data integrity.
• Presents metric driven information and workflow opportunities to Patient Access leadership
• Produces PowerPoint and other electronic media to inform, train, educate and engage team members
• Develops and maintains positive, collaborative, supportive working relationships with all members of the Patient Access Team
• Utilizes hospital’s cultural beliefs as the basis for decision making and to support the hospital’s mission and goals.
• Other duties as assigned by Quality & Patient Safety Manager or Executive leadership of Quality and Patient Safety.

JOB REQUIREMENTS

EDUCATION:

Bachelor’s degree preferred with an emphasis in finance, public health, quality improvement, or business. Equivalent work experience in Patient Access will also be considered (5 to 7 years of experience).

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

Obtain NAHAM’s CHAM Certification. Current certification preferred or must obtain within 12 months of employment.

EXPERIENCE:

Minimum of 5-7years hospital patient access experience or similar registration experience.

KNOWLEDGE AND SKILLS:

• Sound judgment and critical thinking
• Strong analytical, verbal and written communication skills, as well as interpersonal and presentation skills
• Strong PC experience and Microsoft Office: experience required including Access, Excel and PowerPoint, Word skills required.
• Ability to prioritize and handle multiple tasks
• Strong organization and follow-through skills
• Accuracy and attention to detail
• Strong customer service and interpersonal skills
• Strong communication skills
• Must be flexible and able to function within a team
• Ability to maintain composure in stressful circumstances

Equal Opportunity Employer/Disabled/Veterans