In addition to reinforcing compliant and effective business office practices, the PFS Trainer is responsible for providing instruction and supporting the professional growth of individuals within the St. Lawrence Health System’s back-end areas of the Revenue Cycle. This position creates training materials and resources to supplement in-person training sessions, and serves as a resource for staff on all back-end functions and protocols. Ultimately, the PFS Trainer contributes to staff’s ability to exceed productivity and quality expectations in order to improve staff job satisfaction and ensure appropriate reimbursement. The PFS Trainer provides education to individuals across a variety of positions, including but not limited to, billers, third-party insurance and self-pay follow-up specialists, and customer service staff.
Major Job Objective and description of responsibilities/milestones/key objectives
Service Administration and Quality: Constructs and guides new hires through an orientation and training process that introduces the department, outlines staff expectations, and adequately prepares trainees for the functions they will start upon completing their training. Designs instructional programs and conducts ongoing education/training for staff roles at all levels within St. Lawrence Health System’s business office—including front-line staff, mid-level management, and others as appropriate. Focuses training on quality performance, identified areas for improvement, process standardization, and customer service within all PFS staff functions in order to promote optimal financial outcomes and maintain patient satisfaction levels.
Innovation: Leads in-services and cross-trains staff in areas such as third-party insurance and self-pay billing, account follow-up, and other crucial tasks. Helps design and implement professional training manuals, online reference materials, and interactive training solutions for enhanced learning. Develops and maintains an educational resource library, ensures classroom training sessions are appropriately scheduled in meeting rooms, provides educational aids during such sessions, and creates training calendars. Stays apprised of staff performance (i.e., quality and productivity) to recommend further education.
Communication: Maintains open and defined channels of communication as well as informal channels (both vertically and horizontally) in order to facilitate the flow of appropriate information in a timely manner. Encourages open, two way communication and follows up on issues and questions raised by staff. Evaluates and improves services to ensure that they are always customer oriented and provides a positive customer relations environment. Stresses to staff the importance of customer relations and the expectation to treat customers with courtesy and respect. Documents and maintains departmental staff records to ensure training requirements are fulfilled; may report staff who do not complete educational initiatives to appropriate supervisor. Informs Manager and Director of Patient Accounting of all training activities through weekly, monthly, and quarterly reports; and collaborates with leadership to ensure all identified training needs are met.
Personnel Management and Development: Independently stays up-to-date on current industry trends that could affect or improve back-end processes and procedures. Acts as staff resource in regards to all business office functions. Through leadership and by example, ensures that PFS processes are followed in accordance with federal regulations, organizational policy, and compliance requirements. Performs other duties as assigned.
This does not represent a complete or all-encompassing view – other duties may be assigned / required / or change to meet the business needs. An incumbent and the organization both share ownership of bringing forward & documenting any duties that become significant or substantial to be included in the MJO’s.