Process Trainer US Healthcare

About Sutherland

Sutherland is seeking an attentive and detail-oriented person to join us as a Lead - New Hire Training. We are a team of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

In Revenue Cycle Management (RCM) for healthcare, a process trainer plays a crucial role in ensuring that staff members understand the operational workflows, policies, and best practices necessary to handle the financial aspects of healthcare services effectively.

Job Description

The right candidate for this role will need to have the following attributes:

Key skills and competencies required for a process trainer in RCM healthcare:

Subject Matter Expertise (SME) in RCM

- Knowledge of RCM Processes: A process trainer must have in-depth knowledge of the end-to-end RCM lifecycle, including patient registration, insurance verification, coding, claims submission, payment posting (nice to have), denial management, and account resolution.
- Compliance Awareness: Understanding of regulatory compliance related to healthcare, such as HIPAA, Medicare/Medicaid guidelines, and other payer-specific requirements is good.

2. Training Development and Delivery (ICP selects will be upskilled on the below skills)
- Curriculum Design: Ability to develop structured training programs that cater to different roles within the RCM process, such as billing specialists, claims processors, and coders.
- Adaptation to Learning Styles: The trainer should be skilled in adapting teaching methods to suit various learning styles (e.g., visual, auditory, kinesthetic) to maximize retention and engagement.
- Training Methods: Proficiency in using diverse training methods, including classroom training, online modules, hands-on demonstrations, role-playing, and simulation scenarios.

3. Technology Proficiency and Responsibilities: (ICP selects will be upskilled on the below skills)
- RCM Software Proficiency: Expertise in RCM-specific software tools (e.g., Epic, Cerner, Athena health, NextGen etc.) used for patient billing, claim tracking, and account management would be an added advantage.
- Learning Management Systems (LMS): Familiarity with LMS platforms for delivering e-learning modules, tracking employee progress, and managing training content.
- Data Analysis: Ability to review data on performance metrics (e.g., claims processing time, denials) to identify areas of improvement and tailor training accordingly.

4. Communication and Interpersonal Skills
- Clear Communication: Strong verbal and written communication skills to explain complex RCM processes in a clear and concise manner.
- Active Listening: Engaging with trainees to understand their challenges and provide targeted feedback.
- Conflict Resolution: The trainer should be adept at handling disputes or confusion during training sessions, offering constructive feedback, and resolving misunderstandings.

5. Analytical and Problem-Solving Skills
- Process Optimization: Ability to analyze workflows and identify bottlenecks or inefficiencies in the current RCM processes, proposing improvements through training.
- Data-Driven Decision Making: Utilize reports on claim denials, revenue cycle bottlenecks, or audit outcomes to shape and refine training programs.
- Problem-Solving: The trainer should be skilled at identifying gaps in performance or knowledge and offering solutions to resolve these.

6. Leadership and Mentoring
- Coaching Skills: A trainer should guide staff through difficult concepts, providing encouragement and motivation to foster continuous learning.
- Mentorship: Trainers often serve as mentors, helping employees not just learn processes but also grow professionally within the organization.
- Team Building: Ability to foster collaboration among team members, ensuring that knowledge is shared across the department to improve overall efficiency.

7. Evaluation and Feedback
- Assessment of Learning: Use of quizzes, performance evaluations, and assessments to gauge the effectiveness of the training.
- Feedback Collection: Trainers should gather feedback from trainees to improve future sessions and ensure content remains relevant and up-to-date.
- Ongoing Training: The ability to recognize the need for refresher courses, ongoing education, and updates in response to regulatory changes or software upgrades.

8. Change Management
- Adaptability: Trainers should be able to quickly adjust to new RCM processes, technologies, or regulations and reflect these in training materials.
- Stakeholder Engagement: Work closely with key stakeholders (e.g., SD team, billing managers) to ensure alignment with the organizations RCM goals and strategies.

9. Time Management and Organization
- Effective Scheduling: The trainer must be able to manage multiple training sessions, ensuring they are conducted on time without disrupting the workflow.
- Documentation: Strong skills for maintaining records of all training activities, including attendance, completion rates, and performance outcomes.

These skills enable a process trainer to effectively educate healthcare RCM professionals, ensuring they are well-equipped to manage revenue cycles accurately and efficiently, contributing to the financial health of the organization.

Qualifications:

To succeed in this position, you must:
Have earned a bachelors degree in any field
Have excellent working knowledge on Microsoft Office applications (Excel, PowerPoint, Word and Outlook)
Have strong English verbal and written, communication skills
Have experience in developing solutions and process improvements.
Have willingness and ability to work in night shifts/ flexible shifts.
Have willingness to work in fast paced environment.

Knowledge in E Learning platforms like Storyline is an added advantage.

Knowledge of different Training methodologies is a must for experienced trainers and nice to have for ICP applicants.