Sr. Manager Revenue Cycle Instructional Design and Education

Quincy, MA, United States

Boston Medical Center (BMC) is more than a hospital. It's a network of support and care that touches the lives of hundreds of thousands of people in need each year. It is the largest and busiest provider of trauma and emergency services in New England. Emphasizing community-based care, BMC is committed to providing consistently excellent and accessible health services to all-and is the largest safety-net hospital in New England. The hospital is also the primary teaching affiliate of the nationally ranked Boston University School of Medicine (BUSM) and a founding partner of Boston HealthNet - an integrated health care delivery systems that includes many community health centers. Join BMC today and help us achieve our Vision 2030 which is a long-term goal to make Boston the healthiest urban population in the world. Position: Sr. Manager Revenue Cycle Instructional Design and Education Department: Finance Schedule: Full Time POSITION SUMMARY: Under the general direction of the Senior Director of Revenue Integrity and Professional Billing, the Sr. Manager Revenue Cycle Instructional Design and Education provides organizational direction and leadership to the Manager Revenue Cycle Instructional Design and Education and the Revenue Cycle Principal Trainers. The Sr. Manager has expert level training knowledge of both hospital and physician practices business processes and end to end Revenue Cycle Epic Applications. The Sr. Manager is instrumental in developing and providing oversight of the Revenue Cycle training strategic plan that includes curriculum development and implementation, a robust training quality assurance program, utilizing technology and tools for optimum delivery both in-person and virtually. The Sr. Manager possesses a comprehensive understanding of revenue cycle operational workflows, systems and industry requirements. The Sr. Manager has overall responsibility for the Revenue Cycle training program that encompasses patient registration and access, coding and hospital and professional billing workflows and processes. The Sr. Manager oversees the development, design, implementation, and maintenance of the Revenue Cycle Epic Training program ensuring efficient and effective training delivery to the internal and external end-user community. The Sr. Manager Revenue Cycle Instructional Design and Education partners with senior leadership to identify instructional design and knowledge base performance needs and ensures the training plans are supported and properly executed to meet departmental and organizational goals. Utilizing a thorough understanding of technology and revenue cycle workflows, the Sr. Manager provides recommendations on training optimizations to Revenue Cycle leadership team. The Manager guides the hiring and credentialing of the Manager Revenue Cycle Instructional Design and Education and trainers into the role of Revenue Cycle Credentialed Trainers (also known as CTs). Utilizing Epic guidelines, the Sr. Manager supervises the process to credential staff on specific applications and workflows preparing the trainers to lead both super user and end user training. The Sr. Manager monitors the effectiveness and efficiency of overall end user training and provide real-time feedback to ensure lesson plans, classroom scripts and training tools are modified. ESSENTIAL RESPONSIBILITIES / DUTIES: Operations: Directs the activities of the Revenue Cycle Training team to ensure operational excellence and delivery of quality patient-focused services in accordance with applicable policies, procedures and professional standards. Partners with senior leadership to identify instructional design and knowledge base performance needs; conduct needs assessments, then designs, develops and implements strategies and tactics - identify solutions and initiatives to create effectiveness. Adapts strategies and solutions that are consistent with goals and objectives, demonstrating critical thinking when making decisions and problem solving. Ensure development, standardization, maintenance, and optimization of virtual and in-person revenue cycle educational programs and materials Provides and initiates direction for instructional design and knowledge management activities and engage key partners to conduct needs analyses and define requirements for revenue cycle learning programs and tools across the enterprise. Ensure that the revenue cycle Electronic Health Record (EHR) training environment is built and maintained to facilitate delivery of true-to-life instruction and practice for revenue cycle end users. Serve as a subject matter expert or aggregator of experts on complex issues related to revenue cycle education and its intersections with revenue cycle operations and technology. Strategically define the direction of current and future revenue cycle instructional design (e-learning, classroom, and other delivery modes) in order to advance organization objectives. Develops and implements internal systems and procedures to ensure the cost effectiveness, consistency and continuous improvement. Develops and oversee a formal annual quality review process of all training materials to evaluate the quality of content and consistency of training materials across all Epic modules. Design robust evaluation methods for training programs. Partner closely with the Revenue Cycle Leadership to ensure that learning programs and tools transfer fluidly from the training environment to the operational workspace ensuring that feedback is bi-directional. Ensure Electronic Health Record (EHR) changes and updates are incorporated into the existing curriculum timely; that the EHR training environment is built optimally; and that new education is created timely. Ensure that revenue cycle instructional design is in alignment with adult education best practices; analyzes current trends, industry direction, and adult learning theory to help set strategy for areas of responsibility. Keep pace with both business and functional knowledge of healthcare and the revenue cycle, as well as internal and external requirements related to competency assessment and education. Lead prioritization of instructional design projects and ensures accountability for on-time delivery of all end products to support Boston Medical Center Revenue Cycle's blended learning approach (online and classroom-based offerings). Staffing and Development Effectively manages a team of revenue cycle training manager and credentialed trainers focused on training delivery and assigns work to optimize the contribution of each individual. Develops and administers systematic procedures for evaluating and providing feedback on performance and behaviors of team. Builds high performing teams through recruiting, hiring, coaching, motivation, recognition, self-development, and support of career development. Drives process and continuous improvement across design and knowledge management; ensuring departmental cost effectiveness Empowers each person to do their best, and holding each person accountable for meeting standards and satisfying the end-users. Ensures that the training team provides excellent support and maintenance for assigned revenue cycle areas. Manages team's work to meet assigned project milestones and deadlines. Coordinates team members who may be internal or external resources. Works with team members to problem solve focused issues. Creates and fosters a work environment that encourages productivity and work loyalty and employee satisfaction. Maintains appropriate staffing levels by planning and working closely with recruiters in Human Resources and the Revenue Cycle Human Resources Business Partner. Provide ongoing coaching; develop performance goals and objectives that are concrete and attainable for all assigned employees. Conducts performance appraisals for direct report staff and ensures all performance appraisals in department are completed timely. Conduct career development discussions with employees to ensure long-range career planning and retention of high performers. Demonstrates the ability to identify and resolve interpersonal or professional conflicts within the Revenue Cycle Training Department. Meets hospital-wide standards in the following areas: Conforms to hospital standards of performance and conduct, including those pertaining to patient rights, so that the best possible customer service and patient care may be provided. Utilizes hospital's Values as the basis for decision-making and to facilitate the hospital mission. Follows established hospital infection control and safety procedures. Develops competencies as related to position. Perform other tasks as assigned by the VP, Revenue Cycle and Senior Director Revenue Integrity and Professional Billing. Adheres to all of BMC's RESPECT behavioral standards. (The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required). JOB REQUIREMENTS EDUCATION: Bachelor's Degree in Business / Healthcare related field or work experience equivalent. CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED : Must be Epic Certified as a Revenue Cycle Instructional Designer EXPERIENCE: Ten years of experience in healthcare training, finance, revenue cycle management, patient accounting and/or physician billing, preferably in an Academic Medical Center setting. Seven years' experience in curriculum design and/or knowledge management Seven years' experience leading and managing teams, both on-site and remote teams KNOWLEDGE AND SKILLS: Technical Extensive working knowledge of revenue cycle applications and training development tools. Proven track record of successful corporate curriculum implementation and delivery Highly skilled experience and knowledge of Windows-based software required, including but not limited to Microsoft Outlook, Word, PowerPoint and Excel. Expertise in developing and executing education programs that ensure translation of education into action; promote learner involvement; and demonstrate innovative coaching skills when managing education and development issues. Solid understanding of supervisory/managerial techniques and principles, in order to manage training activities. Proficient skills to collect, organize and analyze data, produce actionable reports and recommend improvements and solutions. Leadership Experience leading a team whose focus is on designing effective employee training initiatives, programs, and knowledge management Proven track record of success in improving revenue cycle performance and customer service. Demonstrated leadership skills, with ability to work with multi-departmental teams, peers and third party vendors. Demonstrated ability to set vision and motivate stakeholders to realize the vision. Solid understanding of business environment and operations. Experienced in auditing, training and communicating revenue cycle regulations and concepts. Ability to be part of a cross-departmental and cross-functional team, and participate in the organization and execution of projects. Excellent oral and written communication skills Ability to communicate effectively with both technical and non-technical people. Management Demonstrated leadership skills including project management, negotiation, delegation, prioritization, team building, time management, customer service, and conflict resolution. Demonstrated ability to supervise all aspects of revenue cycle training operations and support. Ability to manage effectively across multiple tasks and projects under time and resource constraints. Ability to guide individuals and groups toward desired outcomes, setting high performance standards and delivering high quality services. Ability to lead a diverse group of team members, including managing through difficult situations, valuing differences, and leveraging strengths. Req id: 19274