Patient Access Trainer

Virginia Mason Franciscan Health has a rich history of providing exceptional healthcare, dating back to 1891. Building upon a legacy of compassionate care and innovation, our organization has evolved over the years through strategic partnerships and integrations to expand our reach and services across the Puget Sound area.

Today, as Virginia Mason Franciscan Health, we remain deeply committed to healing the whole person – body, mind, and spirit – in the communities we serve. This commitment is strengthened by the diverse expertise and shared values brought together through our growth.

Our dedicated providers offer a full spectrum of health care services, from routine wellness to complex disease management, all grounded in rigorous research and education. Our comprehensive network of 10 hospitals and nearly 300 care sites strategically located across the greater Puget Sound region reflects our ongoing commitment to accessibility and comprehensive care.

We are proud of our pioneering medical advances and numerous awards and accreditations that reflect our dedication to excellence. When you join Virginia Mason Franciscan Health, you become part of a team that delivers top-quality, professional healthcare in modern, well-equipped facilities, and contributes to a legacy of service built on collaboration and shared purpose.

Franciscan Medical Group, a part of Virginia Mason Franciscan Health, is currently seeking a full time Patient Access Trainer to join our Franciscan Patient Access Team! Come join our cohesive and talent team! No nights, weekends or organizationally recognized holidays required. 

Job Summary

This job is responsible for delivering individual and group on-the-job training to new/current support and/or management staff designed to expand the knowledge of participants and to enhance overall employee competency and productivity as relates to front-end processes. Training may be delivered in a classroom, individual or clinical setting, or through webinars. An incumbent travels to all clinics throughout FMG to respond to training needs, evaluate staff competency/performance in Patient Access functions and provide additional training as necessary.

Essential Job Duties: 

• Delivers individual and group on-the-job training to meet the needs of front-end clinic staff and management; plans orientation program(s) for new employees who are engaged in front-end support functions at the assigned clinics/facilities.
• Schedules training rooms/sites and arranges equipment for orientation and/or group training sessions.
• Delivers training for all new Patient Access staff; offers mandatory training to all Patient Access staff and clinic management as needed.
• Provides on-site supplemental training to staff as necessary; identifies training-related issues for referral to Patient Access management/team.
• Participates in on-boarding planning for individuals and acquisitions to keep abreast of training needs.
• Creates, reviews and updates training materials; maintains job aids and instructional materials to assure they are current and relevant.
• Maintains float pool by scheduling appropriate coverage and communicating with Float staff and clinic management.
• Facilitates staff competency/development by promoting learning experience tailored to the needs of individual employees; evaluates effectiveness of training content and recalibrates as necessary.
• Evaluates employees receiving training to ensure that information is understood and assimilated appropriately; participates in the development/implementation of targeted support plans for struggling staff; provides ongoing or follow-up training as necessary.
• Creates, reviews and updates Annual Competency Assessment for all Patient Access staff; creates process to manage scheduling, follow-up education and training needs.
• Conducts assessments, provides learning recommendations and facilitates training to meet needs; demonstrates independent ability to create training content based on the specific needs of the clinic/individual.
• Maintains daily contact with management and employees to provide direct support, feedback, assessment and staff development; solicits feedback from staff/management with respect to training/development needs from their perspective.
• Keeps abreast of, and effectively applies, current knowledge Federal and State compliance issues as they relate to front-end, billing and insurance functions, keeps abreast of process improvement initiatives in order to adapt training as necessary.
• Rounds on assigned clinics/work sites to answer questions, provide additional training, identify issues/concerns and facilitate ongoing integration of automated systems.
• Gathers specific information on workflows, and assists with strategic workflow development and modification; helps to identify areas of risk and issues for Patient Access team review to facilitate conformity with community standards of care.
• Assists with 1:1 employee assessments by providing detailed feedback on individual and/or group progress;
  creates/modifies content for individual/department as needed.
• Attends meetings to represent Patient Access and exchange information relating to current/future procedures/workflow.
• May troubleshoot process/workflow issues from a training perspective; reports back to appropriate management/stakeholders.
• Participates in the development, maintenance and implementation of standards, manuals, procedures, tools and
  guidelines relating to unit-specific training and employee development.
• Creates and updates policy and procedures, standard workflow and best practice.
• Creates and maintains current training documentation; recommends and coordinates updates to existing training materials.
• Participates in the development of competency assessment tools and ensures that assessments are completed in accordance with established procedures.
• Develops and/or maintains orientation checklist and related materials, such as training manuals, teaching aids, and employee development materials.
• Enters and maintains training materials in the system; develops webinars and other web-based tools; reviews and updates Q&A tools.
• Provides feedback to management and EPIC support on future EMR optimization opportunities.

Education/Experience:

• Two years of related work experience that would demonstrate attainment of the requisite job knowledge/abilities.