Revenue Cycle Operations Training Supervisor - Patient Access

The Revenue Cycle Operations (RCO) Patient Access Training Supervisor is responsible for providing direction and leadership for the Revenue Cycle Training Team. They are responsible for designing, delivering, and evaluating initiatives aimed at enhancing workforce capabilities. Areas of ownership include Patient Access and Call Center Scheduling and Registration. The RCO Patient Access Training Supervisor will oversee the RCO Training Coordinators and will ensure they are able to deliver high quality training and complete trainee workflow audits in a timely and accurate manner.

Essential Job Statements

Establishes, executes, and monitors standard training across all revenue cycle and call center workflows executed by VCU Health staff to influence achievement of revenue cycle excellence in the patient access space.

Trains Training Coordinators on standard workflows and ensures high quality delivery of training. Maintains onboarding training schedules and works with Training Coordinators to ensure rooms are set up with all required equipment.

Manages and executes the onboarding training audit program to ensure all new trainees are able to complete workflows correctly and efficiently upon onboarding conclusion. Manages delivery of supplementary training as needed.

Supports the development and design of training that supports different learning styles. Analyzes, assesses, and evaluates the effectiveness of all training curriculums and programs through course evaluations, training assessments, competency and follow up testing, post-training surveys, etc.

Continually looks for areas of improvement to support learning outcomes and provide recommendations to improve learning outcomes and / or mitigate potential risks.

Identifies and reports areas of opportunity for learners during training including but not limited to knowledge retention, attendance, performance, etc.

Performs other duties as assigned and / or participates in special projects, as needed.

Accepts alternate assignments, as required.

Patient Population : N / A

Employment Qualifications

Required Education : High school diploma or equivalent

Preferred Education : Bachelor's Degree Healthcare Administration; Business Administration Finance, Teaching, or a Closely related Field. Experience accepted in Lieu of education

Licensing / Certification

Licensure / Certification Required : N / A

Licensure / Certification Preferred : Diversity Equity and Inclusion certification preferred. Certified Healthcare Access Manager preferred

Minimum Qualifications

Years and Type of Required Experience : Required : 3 years of experience in professional learning and development. Preferred : 6 years of experience in professional learning and development, with 1-3 years of supervisory experience.

Other Knowledge, Skills and Abilities Required : Ability to provide effective leadership and collaborative direction of operations to staff at all access points for practice / clinics.

Cultural Responsiveness : Demonstrates a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

Other Knowledge, Skills and Abilities Preferred : N / A

Working Conditions : Periods of high stress and fluctuating workloads may occur. General office environment. May have periods of constant interruptions.

Physical Requirements

Physical Demands : Lifting / Carrying (0-50 lbs.), Push / Pull (0-50 lbs.)

Work Position : Sitting, Walking, Standing

Additional Physical Requirements / Hazards

Physical Requirements : Hear alarms / telephone / tape recorder, Reach above shoulder, Repetitive arm / hand movements

Hazards : N / A

Mental / Sensory - Emotional

Mental / Sensory : Reasoning, Problem Solving, Hearing, Speak Clearly, Write Legibly, Reading, Logical Thinking

Emotional : Fast pace environment, Able to Handle Multiple Priorities, Able to Adapt to Frequent Change

EEO Employer / Disabled / Protected Veteran / 41 CFR 60-1.4.