Principal Responsibilities and Tasks
The following statements are intended to describe the general nature and level of work being performed by
people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
• Assess and identify training needs specific to practice-site operations, specifically those that have an impact to the revenue cycle.
• Participate in the development and maintenance of practice policies and procedures related to, but not limited to operations of the practice management system.
• Develop and maintain specific training materials associated with training programs for the practice management software.
• Participate in both group and one-on-one training for staff, managers and clinicians employed by the practice.
• Work in conjunction with one or more training coordinators to implement training objectives.
• Provide feedback to directors and managers on ongoing training objectives, further development for staff and/or software, and creative ideas for continued growth and stability related to staff and practice management utilization.
• Collaborate closely with Claims Management Team to identify training needs, assess A/R rejections and denials, negative payer trends, and provide education and feedback to employees and management for appropriate action, including training agenda materials.
• Maintain appropriate level of knowledge of revenue cycle process as well as the practice management software by continuous vendor training and third party education (e.g. payers, seminars, etc.).
As a University of Maryland Community Medical Group (UM CMG) employee, you will enjoy a comprehensive benefits program designed with you and your dependents in mind. Subject to any eligibility waiting period, all of the benefits are available to regular full-time employees and most benefits are available to regular part-time employees who are regularly scheduled to work twenty (20) or more hours per week. Many benefits are provided at no cost to employees. For others, the cost is shared between UM CMG and employees.
1. Bachelor's degree required or equivalent combination of education and experience will be considered.
2. Three (3) years of physician billing experience with demonstrated ability to train others in this environment or related work experience, preferably including training program design and implementation.
3. Extensive knowledge of physician practice front desk, registration, and referrals operations.
4. Incumbent is required to achieve certification as Epic trainer within 1 year of hire date.
Knowledge, Skills and Abilities
1. Knowledge of the concepts, standards and practices relating to adult learning, continuing education and educational effectiveness.
2. Knowledge of approaches, tools and techniques for delivering formal and informal training programs and evaluating their effectiveness.
3. Knowledge and experience with health care information systems and ideally Epic Systems.
4. Must demonstrate extensive knowledge of the current practice management software applications and be defined by the RCM as a “super-user” of all applications
5. Ability to provide effective direct technical assistance to users in the operation and use of assigned applications.
6. Ability to assess and translate organization/customer needs to learning objectives and devise effective training solutions.
7. Strong organization skills since this person will be responsible for coordinating training efforts
8. Must be an intermediate to extensive PC user, and be able to maintain (create, edit, professional output) Microsoft Office products efficiently (Word, Excel, Power Point)
9. Effective verbal and written communication and listening skills are required to interact with various individuals seeking accounting-related information.
10. Ability to work independently.
11. Ability to maintain a culture of excellent customer service, open and friendly staff relations and approachable demeanor with all levels of staff.
12. Ability to clearly articulate administrative processes for policy implementation;
13. Must be able to define meaningful cause and effect situations related to training objectives.
14. Professional manner and attire.
Measurable Performance Objectives
1. New employee system readiness exam with >80% pass rate after initial training program is complete.
2. Trended improvement of claims denials and rejections (reduction in error rate) from daily coordination with claims management team and educational follow up with practice sites. Claim error rate target: <3%.
3. Customer satisfaction score of > 80% as measured by evaluations from employees trained after each training program and assigned managers of trained personnel.
4. Timeliness in which new employees are trained after notification of hire. Target: within one week.
5. Timeliness of training programs designed in response to trended denials as identified and communicated by the claims management team. Target: Within 48 hours