Description

Job Schedule: Full Time
Standard Hours: 40
Job Shift: Shift 1
Shift Details: May require nights or weekends on occassion.

Work where every moment matters. 

Every day, over 30,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network. 

The creation of the HHC System Support Office recognizes the work of a large and growing group of employees whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole, rather than a single member organization.
With the creation of our new umbrella organization we now have our own identity with a unique payroll, benefits, performance management system, service recognition programs and other common practices across the system.

Position Summary:

Under supervision of the Catalyst Manager, oversees staff in duties pertaining to the day to day operations of the department. Interacts routinely with business leaders, experts, corporate and other departments to evaluate current training solutions and make recommendations for change when necessary. Helps design training that meets the needs of the department and researches best practice.  Reviews processes and workflows, quality assurance and improvement initiatives, supervision and competency of staff. Teaches and educates staff on new systems and monitor for same. Coaches subject matter experts during all phases of course development and delivery. 

Position Responsibilities:

Key Area of Responsibilities:

1. Daily Operation – Acts as a first level resource to team to resolve all day to day troubleshooting issues. Allocates work assignments to staff for each respective job function within Revenue Cycle.  Coordinates daily work plan with direct reports and staff to ensure timely processing of work; Communicates goals and objectives and effectively directs team to achieve desired outcomes; Manages workflows to ensure maximum productivity and quality standards; Receives and acts upon staff PTO requests, organizing staff and training schedules to ensure coverage; In collaboration with Manager, recommends and implements corrective actions.

 

As a working supervisor, carries an assigned workload and fill in as necessary;  Processes high priority request as needed and tracks effectiveness of training. Determines appropriateness of all requests, fulfills them in a timely manner; Completes monthly reports as needed or requested by Manager. Collaborates with Manager to create or revise standard work practices for all aspects of the Revenue Cycle education program on an as needed basis; Provides support to team projects and participates in intra-departmental projects; Leads or serves on recurring workgroups, special project and leadership meetings.

2. Customer Support – Communicates (educates, updates, responds to inquiries) with customers effectively and efficiently in a professional and courteous manner, providing high quality support virtually or in-person. Responds, follows up with customer feedback, properly responding to emails, voicemails and reporting significant issues to Manager.                                    

 

Serves as a subject matter expert in instructional design, training, and quality audits, developing and demonstrating at least a high-level functional understanding of all Revenue Cycle departments and their corresponding applications in Epic.

Creates a supportive and positive environment for staff, promoting motivation, teamwork and high-performance levels; Establishes performance expectations of staff, coaches, develops and mentors and evaluates performance; Schedules, conducts regular individual and team meetings to disseminate information, performance feedback and development.

3. Performs Quality Assurance checks of work performed by Rev Cycle Departments; Monitors training content and documentation quality and escalates issues appropriately; Performs routine and ad HOC analyses, audits, reporting, and workflow studies to ensure operations optimization.  Analyzes and reports findings internally and externally to departments to ensure all HHC guidelines are followed appropriately. 

4. Education – Actively participates in educational programs and training initiatives; Provides ongoing training and education to facilitate staff development. Implements individual performance expectations; coaches, develops, and provides input to performance evaluations to enable employees to be successful in contributing to the achievement of individual and work group objectives. Performs appropriate follow-up to assure adequate performance.
5. Performs other duties as assigned.

 

Working Relationships:

Job Title of Individual(s) Reports To:  Manager III

Responsible for: # Direct Reports 1-5

Nature of Supervision: Day-to-day supervision of Instructional Quality Specialist staff and standard work of department

Internal:  Direct supervision of staff. Strong working relationships with staff, leadership, and partnering areas across HHC.

External: Strong working relationships with external customers (e.g. vendors), as needed.

Qualifications

Requirements and Specifications:

Education:

• Minimum: Associate’s degree or equivalent, relevant experience
• Preferred: Bachelor’s degree or equivalent, relevant experience

Experience:

• Minimum:
  • 3+ years of healthcare revenue cycle experience
  • 2+ years of EHR training experience
  • 2+ years of experience working in Epic
  • Experience with quality auditing and reporting
  • Proficiency using Microsoft Office products (Word, Excel, PowerPoint)
  • Experience using photo/video editing software (e.g. SnagIt, Camtasia)
• Preferred:
  • 3+ years of healthcare revenue cycle experience with at least 1 year supervisory experience.
  • 2+ years of Epic training experience
  • 2+ years of experience working in revenue cycle Epic applications
  • Experience with quality auditing and reporting
  • 4+ years’ experience using an electronic medical record (EHR) system.  
  • Proficiency using Microsoft Office products (Word, Excel, PowerPoint)
  • Proficiency using photo/video editing software (e.g. SnagIt, Camtasia)

Licensure, Certification, Registration:

• Minimum: Proficient in one or more Epic applications
• Preferred: Certification or proficiency in one or more Epic applications

Language Skills:

• Must be able to speak, read and write English

Knowledge, Skills and Ability Requirements:

• Strong quantitative, analytical and problem solving skills to make appropriate and timely decisions.
• Excellent organizational skills to balance multiple priorities of highly detailed information.
• Superior communication and customer support skills to effectively communicate to all levels across the system, internal and external.
• Time management skills to efficiently and effectively meet goals and objectives.
• Ability to adapt to a fast paced work environment
• Ability to establish and maintain cooperative working relationships with other departments and sites.

We take great care of careers.

With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge – helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees-- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment.