Work where every moment mattersEvery day more than 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 Connecticutrsquos most comprehensive healthcare networkThe 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 organizationWith 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 SummaryUnder supervision of the Revenue Cycle RC Instructional Quality Supervisor the RC Instructional Quality IQ Specialist serves as an expert resource to our operational areas by providing instructional support and quality control of Revenue Cycle workflows In addition to their role as a trainer the IQ Specialist is responsible for developing operationalizing and maintaining successful education programs for all areas of the Revenue Cycle as well as researching and aligning educational resources with strategic focus areas Along with planning and leading revenue cycle training initiatives this individualrsquos responsibilities also include monitoring quality and performance metrics keeping the IQ Specialist Supervisor apprised of results and using data to identify and develop targeted opportunities for staff development in all areas of the revenue cycle Position ResponsibilitiesKey Areas of Responsibility Research and Content Development ndash Conduct research and collaborate with subject matter experts to ensure accurate documentation of Revenue Cycle related workflows Define and document learning objectives Instructional material content development and upkeep courses curriculum student guides training manuals e learnings presentations scripts competency tests tip sheets and evaluation rubrics etc Create visual audio and interactive learning tools Assist Revenue Cycle innovation team with identifying process improvement opportunities Develops in depth knowledge of educational resources and determines how resources can best support training initiatives Coordinates with ITS partners when necessary to deploy e learning or web based training materials and to ensure consistency of IT and Revenue Cycle training materials on intersecting content Training ndash Lead training of instructional material Trains staff in utilizing systems or applications related to their job duties as well as e learning technology and web based educational offerings Recognizes training opportunities and actively participates in improvement plans works with vendors to successfully implement new enhancements and products Documents and maintains departmental employee records to ensure training requirements are fulfilled corrective action plans can be carried out as needed core competencies can be further defined and tracks trends Quality Assurance ndash Performs quality review following instruction to identify compliance andor denial reduction providing feedback and escalation as needed Monitors training content and documentation quality escalates issues appropriately Performs routine and ad HOC analyses audits reporting and workflow studies to ensure optimization Customer Support ndash 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 Follows up with customer feedback properly responding to emails voicemails and reporting significant issues to Supervisor Keeps directors informed of quality monitoring results identified training needs and staff education progress Surveys customers and develops action plans for improvement Performs other duties as assigned Working RelationshipsThis Job Reports To Job Title Supervisor RC Instructional Quality Work where every moment mattersEvery day more than 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 Connecticutrsquos most comprehensive healthcare networkThe 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 organizationWith 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 SummaryUnder supervision of the Revenue Cycle RC Instructional Quality Supervisor the RC Instructional Quality IQ Specialist serves as an expert resource to our operational areas by providing instructional support and quality control of Revenue Cycle workflows In addition to their role as a trainer the IQ Specialist is responsible for developing operationalizing and maintaining successful education programs for all areas of the Revenue Cycle as well as researching and aligning educational resources with strategic focus areas Along with planning and leading revenue cycle training initiatives this individualrsquos responsibilities also include monitoring quality and performance metrics keeping the IQ Specialist Supervisor apprised of results and using data to identify and develop targeted opportunities for staff development in all areas of the revenue cycle Position ResponsibilitiesKey Areas of Responsibility Research and Content Development ndash Conduct research and collaborate with subject matter experts to ensure accurate documentation of Revenue Cycle related workflows Define and document learning objectives Instructional material content development and upkeep courses curriculum student guides training manuals e learnings presentations scripts competency tests tip sheets and evaluation rubrics etc Create visual audio and interactive learning tools Assist Revenue Cycle innovation team with identifying process improvement opportunities Develops in depth knowledge of educational resources and determines how resources can best support training initiatives Coordinates with ITS partners when necessary to deploy e learning or web based training materials and to ensure consistency of IT and Revenue Cycle training materials on intersecting content Training ndash Lead training of instructional material Trains staff in utilizing systems or applications related to their job duties as well as e learning technology and web based educational offerings Recognizes training opportunities and actively participates in improvement plans works with vendors to successfully implement new enhancements and products Documents and maintains departmental employee records to ensure training requirements are fulfilled corrective action plans can be carried out as needed core competencies can be further defined and tracks trends Quality Assurance ndash Performs quality review following instruction to identify compliance andor denial reduction providing feedback and escalation as needed Monitors training content and documentation quality escalates issues appropriately Performs routine and ad HOC analyses audits reporting and workflow studies to ensure optimization Customer Support ndash 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 Follows up with customer feedback properly responding to emails voicemails and reporting significant issues to Supervisor Keeps directors informed of quality monitoring results identified training needs and staff education progress Surveys customers and develops action plans for improvement Performs other duties as assigned Working RelationshipsThis Job Reports To Job Title Supervisor RC Instructional Quality Educationmiddot Minimum Associatersquos degree or equivalent relevant experience Preferred Bachelorrsquos degree or equivalent relevant experience including training program design and implementationExperiencemiddot Minimumo years of healthcare revenue cycle experienceo years of EHR training experienceo years of experience working in Epico Experience with quality auditing and reportingo Proficiency using Microsoft Office products Word Excel PowerPointo Experience using photovideo editing software eg SnagIt Camtasiamiddot Preferredo years of healthcare revenue cycle experienceo years of Epic training experienceo years of experience working in revenue cycle Epic applicationso Experience with quality auditing and reportingo yearsrsquo experience using an electronic medical record EHR systemo Proficiency using Microsoft Office products Word Excel PowerPointo Proficiency using photovideo editing software eg SnagIt CamtasiaLicensure Certification Registrationmiddot Current driverrsquos license valid in the state of Connecticut or other evidence of equivalent mobilityLanguage Skillsmiddot Minimum Must be able to speak read and write Englishmiddot Preferred Must be able to speak read and write English Excellent oral and written communication skillsKnowledge Skills and Ability Requirementsmiddot General understanding of the entire Revenue Cycle processmiddot Highly developed critical thinking problem solving and decision making skillsmiddot Time management skills to efficiently and effectively meet goals and objectivesmiddot Demonstrated aptitude for quantitative analysis and attention to detailmiddot Ability to simplify and communicate concepts to a variety of individualsmiddot Ability to account for individual needslearning styles when educating staffmiddot Ability to engage and motivate staff members at all levelsmiddot Ability to establish and maintain cooperative working relationships with other departments and sitesmiddot Ability to develop a strong understanding of the workflows being supported including how they relate to Revenue Cycle as a wholemiddot Open and adaptable to change demonstrates a positive mindset and is a proponent for changemiddot Knowledge of approaches tools and techniques for delivering formal and informal training programs and evaluating their effectivenessmiddot Ability to express ideas and convey technical information effectively in verbal and written communication and in group training presentationsmiddot Ability to assess and translate organizationcustomer needs to learning objectives and devise effective training solutions 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 ndash 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 worklife balance Every moment matters And this isyour momentEducationmiddot Minimum Associatersquos degree or equivalent relevant experience Preferred Bachelorrsquos degree or equivalent relevant experience including training program design and implementationExperiencemiddot Minimumo years of healthcare revenue cycle experienceo years of EHR training experienceo years of experience working in Epico Experience with quality auditing and reportingo Proficiency using Microsoft Office products Word Excel PowerPointo Experience using photovideo editing software eg SnagIt Camtasiamiddot Preferredo years of healthcare revenue cycle experienceo years of Epic training experienceo years of experience working in revenue cycle Epic applicationso Experience with quality auditing and reportingo yearsrsquo experience using an electronic medical record EHR systemo Proficiency using Microsoft Office products Word Excel PowerPointo Proficiency using photovideo editing software eg SnagIt CamtasiaLicensure Certification Registrationmiddot Current driverrsquos license valid in the state of Connecticut or other evidence of equivalent mobilityLanguage Skillsmiddot Minimum Must be able to speak read and write Englishmiddot Preferred Must be able to speak read and write English Excellent oral and written communication skillsKnowledge Skills and Ability Requirementsmiddot General understanding of the entire Revenue Cycle processmiddot Highly developed critical thinking problem solving and decision making skillsmiddot Time management skills to efficiently and effectively meet goals and objectivesmiddot Demonstrated aptitude for quantitative analysis and attention to detailmiddot Ability to simplify and communicate concepts to a variety of individualsmiddot Ability to account for individual needslearning styles when educating staffmiddot Ability to engage and motivate staff members at all levelsmiddot Ability to establish and maintain cooperative working relationships with other departments and sitesmiddot Ability to develop a strong understanding of the workflows being supported including how they relate to Revenue Cycle as a wholemiddot Open and adaptable to change demonstrates a positive mindset and is a proponent for changemiddot Knowledge of approaches tools and techniques for delivering formal and informal training programs and evaluating their effectivenessmiddot Ability to express ideas and convey technical information effectively in verbal and written communication and in group training presentationsmiddot Ability to assess and translate organizationcustomer needs to learning objectives and devise effective training solutions 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 ndash 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 worklife balance Every moment matters And this isyour moment