Oneida, NY
Full-time


Job Description

Oneida Health is an independent 101-bed acute care community hospital and a 160-bed extended-care facility (ECF) and short-term rehab facility licensed by the State of New York and operated by Oneida Health Systems, Inc., a New York not-for-profit corporation. The hospital is Joint Commission accredited.

We are proud to share that we have recognized for several national awards based upon safety of care as well as the patient experience of care. The first recognition is provided by The Leapfrog Group, a nationally recognized non-profit organization who reviews 30 patient quality and safety measures and assigns a letter grade to over 2,600 hospitals nationally based upon outcomes. The fall 2019 letter grade for OHC is a “B.”, our eighth consecutive “A” or “B”. Our hospital was also awarded 4 Stars for Patient Experience.

The second recognition is for the Healthgrades Patient Safety Excellence Award. Our hospital is among the top 10% nationally for patient safety and is 1 of only 16 hospitals in New York to receive this award for 2019. The third recognition is for the Healthgrades Outstanding Patient Experience Award. Our hospital is among the top 10% nationally for patient experience and is 1 of only 8 hospitals in New York to receive this award for 2019…with Oneida Health as the only hospital in New York State to receive both awards for 2019! We are also very proud of our CMS 4-Star overall rating for patient experience and CMS 5-Star for quality measures.

www.oneidahealthcare.org

Summary

Provides initial (new hire) and ongoing training of personnel in Patient Access related department functions. Assesses, plans, develops, and delivers evaluated education programs designed to improve staff performance and competencies. Includes new hire, refresher and process change/product implementation training. Applies solid instructional design skills, effective learning principles, and creativity to design/deliver CBT-learning and facilitator-led courses.

This includes the developing of training classes and materials. Works collaboratively with Director, Manager, and Compliance Auditors to provide training and accountability for registration staff. Works with Director and Manager to develop and implement standardized departmental training program including training files for each registrar. Responsible for maintaining departmental training database including classes, tests, competencies, error rates and quarterly reviews. Works with inter-disciplinary staff both internal and external to the organization. Participates in quality improvement, training, and competency evaluation processes related to the department.

Provide support to the department Director/Manager. This would include Gathering data from registration face sheets and other departments on registration errors and manipulating and analyzing the data to drive future training initiatives. May interact with patients or customers ranging in age from infant to geriatric. Role is a “duel” role meaning, while training coordinator is not performing training (new hire, etc) the Training Coordinator will assume the role of a registrar performing registrations based on staffing levels and patient volumes (refer to Patient Access Advisor Job Description).

Responsibilities and Duties

  • Customer Service standards which includes techniques, guidelines and scripts for employees to follow as well as medical and registration terminology.
  • According to established policies, develops standard orientation, initial curriculum, and ongoing training curriculum to achieve defined competencies for Patient Access personnel
  • Plans, develops and delivers CBT (computer based training)-learning and facilitator-led education offerings in a manner that engages the learner and produces the desired outcomes of improved performance of individual and groups
  • Evaluates education for effectiveness, transfer of learning, and competency
  • Develops curriculum for preceptors. Educates and assumes ongoing competencies of preceptors and designated staff serving in training role.
  • Maintains the department training manuals and Intranet site. Participates in the development of materials utilized for competencies, goals, objectives and action plans for education within the department
  • Monitors and analyzes department quality assurance and improvement activities. Plans and conducts continuing education as determined by data to achieve ongoing competencies
  • Works collaboratively with departments to assess staff competency and provides information to Patient Access leadership to ensure accuracy, consistency and integrity of all department functions. Makes recommendations for changes as indicated
  • As a member of the Patient Access leadership team, works to continually improve system processes within department and in collaboration with other services
  • Monitors and analyzes patient/family experience data. Assists in the resolution of problems or concerns expressed by both internal and external customers
  • Monitors and analyzes patient/family experience data. Assists in the resolution of problems or concerns expressed by both internal and external customers
  • Demonstrates the ability to build on strengths and maintains a commitment to continuous learning for self and other
  • Participates in special projects as assigned
  • Maintains competency in appropriate staff positions
  • Insurance plan overviews which includes managed care requirements
  • Responsible for review of registration and documentation quality as it pertains to the Revenue Cycle
  • Monitors quality of registrations on a weekly and monthly basis. Identifies staff who may be in need of additional training
  • Creates monthly accuracy reports and distributes to appropriate managers as well as tho the individual employees.
  • Role is a “dual” role meaning, while training coordinator is not performing training (new hire, etc) the Training Coordinator will assume the role of a registrar performing registrations based on staffing levels and patient volumes (refer to Patient Access Advisor Job Description)
  • Work with external/internal departments identifying registration errors and manipulating and analyzing the data to drive future training initiatives
  • Arrange for and participate in coverage during long, short, and unexpected absences of self and other department staff to provide consistency and efficiency of service
  • Assist team members with updating and maintaining resource manual for relevant community and insurance resources
  • Assist in compilation and presentation of Admitting Department statistics to include, but not limited to a) Registrar productivity, b) Registrar Error Rate, c) Quarterly Competency Review, d) Training records, e) PI initiatives, f) Patient Satisfaction Information and g) ED throughput statistics
  • Maintain calendar and coordinate individual trainings and individual training and meetings as necessary
  • In conjunction with Compliance Auditors, track registration errors and provide retraining sessions as needed. Work with Director/Manager on providing training to individuals who fall below departmental standards
  • Work in conjunction with other departments to establish and provide ongoing monthly training schedule on topics relevant to Admitting/Registration
  • Other duties as assigned

QUALIFICATIONS:

  • Requires excellent computer skills and knowledge on computer applications. Must be proficient with windows, Word, PowerPoint and Excel applications and familiarity with other health care computer systems software. Must have the ability to communicate well in writing and verbally.
  • Successful completion of the Certified Healthcare Access Associate (CHAA) certification within 12 months in the position.
  • Communication skills to articulate education and performance related issues.
  • Organization skills necessary to maintain records and prioritize work independently.
  • Analytical skills to develop system improvement activities based on data.
  • Requires working off shifts 2nd, 3rd and/or weekends depending on training needs (primarily 1st shift)
  • Requires working with “off-site” facilities

Education:

  • CHAA (Certified Healthcare Access Associate – via NAHAM) preferred.
  • Required: High school Diploma or equivalent required

Experience:

  • Two years of experience working in a hospital/healthcare (preferred) setting in patient registration, scheduling, financial environment or customer service
  • Knowledge of the principles of adult learning.
  • Communication skills to articulate education and performance related issues.
  • Knowledge and understanding of dimensions of competency skills to plan, develop and implement education programs.
  • Fluent in Microsoft Word, Excel, PowerPoint, and Visio applications or strong background in similar electronic office environment.

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