The Patient Access Services Systems Analyst/Trainer is a passionate and experienced educator dedicated to the development of PAS talent and informatics to ensure a positive patient first impression. Administers quality review program by evaluation / observation of staff work against quality standards, identification of individual and unit educational needs. Creates and delivers relevant new hire, refresher, change, and developmental training. Responsible for supporting PAS operational process improvements in scheduling, financial clearance, financial counseling, concierge, POS cash collections, and registration by performing focused analysis of reports and providing feedback and problem solving education to address findings. Promotes and supports UH “Be the Difference” philosophies and positive patient experience in all endeavors.
Communicates verbally and in writing about the quality of work performed by individual PAS employees. Reviews and maintains results, documents trends, and interprets performance data to recommend, develop, and deliver classroom and individual education and training programs at all University Hospital Health System PAS locations. Oversees the development and maintenance of all lines of scheduling / registration / precertification / financial clearance / financial counseling / POS Cash / Concierge / PAS leadership training curriculums.
Works closely with IT and Telecom technical support staff to maintain Subject Matter Expertise (SME) status on all PAS systems / applications / databases / phone & recording software. Demonstrates expert job knowledge and applies current billing and regulatory, policies, and procedures along with effective decision-making and problem solving skills in the outpatient, inpatient, surgical, and emergency processes to ensure clean claim production. Demonstrates excellent customer service. Contributes to a positive departmental image by exhibiting professionalism, adaptability, teamwork, and mutual respect. Contributes to PAS continuous improvement using Six Sigma and Lean principles. Maintains a clean and organized work and training areas. Will be cross-trained to perform other duties as assigned. Actively participates in UH emergency preparedness. Will be scheduled to work at off-sites.
(This role encounters Protected Health Information (PHI) as part of regular responsibilities. UH employees must abide by all requirements to safely and securely maintain PHI for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.)
High School diploma or GED required. Degree highly preferred. Reliable transportation required for travel between sites and to meetings and trainings.
Must have current CHAM/CHAA (National Association of Healthcare Access Management certification for Healthcare Access Associates and Managers) or related medical certification required, or must take and pass within 9 months of hire.
Minimum 4 years of teaching or healthcare training experience required with quality assurance/audit experience required. 1 year of experience may be substituted with bachelor’s degree.
Demonstrated ability to develop and deploy complex computer/application adult learning/training curriculum. Requires keen analytical thinking, excellent verbal and written communication, and change management skills. Must understand and use an analytic driven process to develop recommendations that are both meaningful and actionable. Lean / Six Sigma preferred. Expert user of MS Visio, Excel, SharePoint, PowerPoint, and Word to create engaging presentations, work aids, process maps and electronic data. Possesses exceptional verbal and written communication skills.
Must be competent in the use of PCs, phones, software applications, and office equipment (i.e. printers, copy machine, multi-line phone, FAX machine, etc.). Experience using clinical computer systems highly preferred. Notable client service and relationship building skills required. Ability to function independently and as a team player in a fast-paced environment required. Professional demeanor required.