GENERAL SUMMARY The Patient Access Quality Assurance & Training Specialist will drive improvements, maintain accuracy, and decrease denials within the Central Registration Patient Access Department by adequately training staff to maintain high-quality standards and efficient workflows. This role requires a proactive and adaptable individual who can identify problems and implement solutions for operational functions and effectively collaborate with various stakeholders to achieve departmental objectives. Must be willing and able to travel to multiple off-site locations across all CHKD Health Center locations (Virginia Beach, Chesapeake, Norfolk, Suffolk, Newport News and Williamsburg). Reports to Patient Access Manager. ESSENTIAL DUTIES AND RESPONSIBILITIES + Training Material Maintenance: Maintain specific training materials and departmental resources for staff. Actively participate in the development and execution of the department’s quality and process improvement plans and initiatives. + Educational Material Standardization: Create and standardize educational materials in collaboration with the Children’s Specialty Group (CSG) business and the Revenue Cycle team. Evaluate, train, and support new hires during their introductory period (minimum of three months) to ensure proficiency in the execution of job duties. Collaborate with department leaders to develop individual and department Performance Improvement Plans, as needed. + Ongoing Support and Coaching: Provide continuous support, coaching, training sessions, and observations as identified by end-users and leadership. Training may include virtual, classroom-based, or unit/department-based sessions, encompassing one-on-one, remedial, and on-call support for existing staff. + Quality Work Review: Review the quality of work for staff, identifying areas for re-training, new education, or workflow redesign. Assist with developing and updating competencies for staff and conduct in-service training sessions as necessary. Report on performance issues and identify areas in need of further education to department leaders. + Quality Assurance Audits: Perform quality assurance audits and work queue monitoring to identify training needs. Shadow all Patient Access Technician positions to gain comprehensive understanding and insight into departmental processes and opportunities for standardization and/process improvement. + Insurance Plan Complexity: Understand the complexities of health insurance plans and their relationship within the healthcare system and be able to apply and train team members on the registration process, including Medicare, Medicaid, Tricare, Commercial Insurance, and self-pay. + Protected Health Information (PHI) and HIPAA: Demonstrate a working knowledge and understanding of laws and regulations. + System Updates and Changes: Collaborate with the Information Systems (IS) department and the IS Training Team to stay informed about system changes and updates throughout the health system. + Performs all other duties as assigned. LICENSES AND/OR CERTIFICATIONS + Certified Healthcare Access Manager certification preferred. MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS + Required Education and Experience + High school diploma or GED required. + Minimum of 2-3 years developing training material and delivering training in classroom, online or one-on-one training or preceptor experience required. + Minimum of 2-3 years of experience in Registration/Scheduling/Pre-Certification with ability to articulate understanding of registration processes, as it relates to Revenue Cycle required. + Experience with Medical and Insurance terminology required. + Preferred Education and Experience + Experience with registration /revenue cycle in Epic and Cerner highly preferred + Associate degree in a Healthcare related field or Business Administration preferred. + Demonstrated knowledge of Quality Improvement methods and methodology of learning and the ability to effectively contribute to collaborative teams preferred. + Knowledge in process redesign techniques and skills (problem solving, change management/customer service skills) or process improvement preferred. + Required Knowledge, Skills and Abilities + Effective communication skills, both written and oral, to include presentation and interpersonal + Efficient organization skills. + Strong analytical, problem-solving skills, and attention to detail. + Ability to function with a high level of independence in performance of role and manage multiple tasks and assignments. WORKING CONDITIONS Normal office environment with little exposure to excessive noise, dust, temperature and the like. Frequent exposure to communicable disease and moderately adverse working conditions due to performance of certain patient care activities. PHYSICAL REQUIREMENTS Click here to view physical requirements. (https://www.chkd.org/uploadedFiles/Documents/Employees/Category%20A%20Jobs.pdf)