The incumbent in this position will coordinate closely with the department management team. Responsible for the development and implementation of training and education programs and materials for all facets of the computer applications, and or billing, collections and follow-up utilized by the by designated department this position is placed. Training and education programs will include new and existing staff. The incumbent is additionally responsible for development and implementation of quality assurance monitoring/tracking/reporting to ensure employee knowledge, competency and accuracy.
Essential Job Functions
•Supports and models behaviors consistent with Billings
Clinic’s mission, vision, values, code of business conduct and service
expectations. Meets all mandatory organizational and departmental requirements.
Maintains competency in all organizational, departmental and outside agency
standards as it relates to the environment, employee, patient safety or job
performance.
•Develops, implements, and administers the orientation,
training and on-going education for computer applications and systems training
for the staff.
•Develops and maintains training materials, manuals and
quality assurance monitors.
•Works closely with the technical team including the
informaticists, , and others as needed as well as information systems vendors
for the purpose of staying abreast of system changes, enhancements and
performance, as well as for the development of sound working relationships. In
collaboration with technical team, may research and test computer system
performance as it relates to upgrades, new releases, troubleshooting problems,
etc.
•Ensures new hire access to computer system is timely and
logins are set up appropriate.
•Develops, implements, and administers quality assurance
measures to ensure employee knowledge, competency and accuracy in alignment
with the department Supervisor overseeing trainee. Provides appropriate follow
up education, training and mentoring toward the goal of reaching and
maintaining a 98% accuracy rate. May assess customer service survey results and
analyzes access issues and outcomes and develops and recommends methods for
improvement.
•Coordinates closely with leadership team in the
development of training and education programs, administration, scheduling and
identification of staff education needs.
•Assists in development of ongoing competencies. Actively
participates in evaluating the knowledge and competency of staff in
relationship to the training/education programs. Coordinates closely with the
Department Leadership team when staff fails to meet quality standards. Offers
recommendations for additional training needs and/or actions that may be needed
to bring the employee up to a competent level based on technical performance
measurements. Shares responsibility for the performance appraisal process with
the Leadership team in regards to employee technical performance.
•May acts as a resource to staff responding to questions
regarding information systems, technical and operational issues; as well as
billing, follow-up and collection procedures. Assists with troubleshooting
system problems.
•If applicable backup for either Call Center or
Scheduling positions.
•In collaboration with the Leadership team develops and
implements written policies and procedures as related to position scope. Seeks
appropriate input from areas affected prior to implementation, performs follow
up to ensure implementation is accurate and appropriate and monitors its
effectiveness.
•May participates in short and long term planning, annual
budgeting processes and is fiscally responsible to ensure adherence to agreed
upon budgetary amounts.
•Identifies needs and sets goals for own growth and
development; meets all mandatory organizational and departmental requirements.
•Performs other duties as assigned or needed to meet the
needs of the department/organization.
Scheduling
•At a minimum will login and Aux In to take inbound calls
on Mondays. May be asked to do more than this based on department needs and
volumes under the direction of department leadership.
•Assist in other tasks such as but are not limited to,
appointment reminder call reports, scheduling queues, wait lists, and any other
tasks or projects needed.
•Responsible for creating, implementing and reporting the
outcome of new hire competencies, and quarterly competencies. This may also
include ad hoc competencies as directed by department leadership.
•Proactively identifies opportunities for re-training and
educating existing staff bases on what is being disclosed or observed from
staff, reports, or department leadership.
•Assists in the research and drafting of ongoing training
and education that may be useful to the staff within scheduling.
•Detailed knowledge and skill in High Reliability
Organizing skills and practices and is able to not only demonstrate said skills
and practices but also teach and reinforce those same skills and practices with
others.
•Assists in reviewing and trouble shooting issues for
Billings Clinic employee and their settings they may or may not have or need
within any electronic applications related to schedule, in order to
successfully complete their job duties.
•May be asked to consult with other Billings Clinic
employees, leaders and departments related to inquiries and question of a
scheduling nature.
•Exemplary of all standards and expectations for staff
within the department of scheduling.
•Assist in troubleshooting and resolving minor issues
within the scheduling department and appropriates escalates incidents, event
and inquiries to department leadership.
Patient Financial Services
•Detailed knowledge, skill and experience in all billing
systems used.
•Knowledge of department billing policies and procedures.
•Create and update any and all training materials used.
•Liaison with department leadership on procedure changes
updates and implementations.
•Responsible for up to date progress reports and meetings
with trainees leader.
•Responsible for creating, implementing and reporting the
new hire competencies; may also include any retraining and education of current
staff and reporting of their competencies.
•Identify opportunities for ongoing education and
retraining.
•May assist in department billing, follow-up and
collections as needed.
•May participate in implementation testing of any new or
updated departmental systems.
•Able to or willing to learn all Microsoft products used
for successful communication in the department.
•Detailed knowledge and skill in High Reliability
Organizing skills and practices and is able to not only demonstrate said skills
and practices but also teach and reinforce those same skills and practices with
others.