Location:
Samaritan Medical Center
Department:
01.8524 SMC ADMITTING
Pay Range:
$24.16 - $38.65
Care for our community, and your career.
Non-Exempt (Hourly)
Develops, delivers, and maintains comprehensive Revenue cycle education with a primary focus on Patient Access but not limited to Patient Access. Education, including orientation, competencies, refresher training, and downtime/playbook SOPs. Collaborates with QA, Supervisors, and departmental leadership to reduce errors, improve KPIs, and support system-wide standardization. Participates in a rotating business‑hour escalation schedule for training and competency needs.
Reports to: Director of Patient Access.
• Instructional Design & Facilitation: Builds structured education programs emphasizing HEART Values, hands‑on demonstrations, micro‑trainings, workflow simulations, and competency assessments tailored to multiple learning styles.
• Regulatory & Compliance Expertise: Thorough understanding of Article 28, Joint Commission requirements, MOON/IMM, MSPQ, HIPAA, consent standards, and NAHAM principles.
• Technical Proficiency: Advanced knowledge of EMRs, AccuReg, and payer portals; able to train both new and tenured staff.
• Coaching & Performance Development: Provides constructive feedback, reinforcement, corrective action support, and confidence‑building.
• Instructional Communication: Breaks down complex processes into clear, digestible steps and adapts teaching for high‑volume, high‑stress environments.
• Quality‑Focused Mindset: Interprets accuracy metrics and QA trends to develop targeted education.
• Collaboration & Alignment: Works closely with Supervisors, Leads, Analysts, and the Director to support standardization across Patient Access units.
• Documentation & Organization: Maintains detailed training records, SOPs, version control, and curriculum documentation.
• Owns the full Patient Access onboarding program, including days 1–90 and all ongoing competency validation.
• Maintains role‑specific competency checklists for Registrars, Switchboard, ED Registration, Central Scheduling, and Casual staff.
• Conducts system access walkthroughs, workflow demonstrations, script practice, and scenario‑based training.
• Develops, updates, and publishes standardized SOPs, workflow maps, and quick‑reference guides.
• Creates downtime procedures and emergency playbooks for Patient Access operations.
• Maintains version control and ensures all materials are consistently distributed across shifts and locations.
• Builds new curricula in alignment with workflow changes, regulatory updates, or software upgrades.
• Supports department goals through measurable improvements in accuracy rates, POS/Copay collection, MOON/IMM/MSPQ compliance, and AccuReg performance.
• Partners with Analysts, Leads, and Supervisors to interpret QA trends and identify remediation needs.
• Performs focused re‑education on error trends, workflow inconsistencies, BAR documentation, and AccuReg requirements.
• Validates progress and documents improvement, targeting defined error‑reduction benchmarks within 60 days.
• Communicates unresolved concerns and ongoing patterns to the Supervisor and Director.
• Develops training calendars with the Supervisor and Leads to support 24/7 department needs.
• Conducts routine huddles with Leads to reinforce consistency and identify emerging training priorities.
• Serves as the education liaison to Nursing, ED, Radiology, Lab, Revenue Cycle, and HR/Education.
• Supports training for new initiatives including software upgrades, workflow changes, and eligibility processes.
• Teaches core and advanced competencies in Meditech Registration, AccuReg, verification workflows, MSPQ, and MOON/IMM documentation.
• Trains staff on payer portals, eligibility systems, Optum, and benefit lookup tools.
• Troubleshoots user errors during training and escalates system‑level issues to IT or designated departments.
• Manages attendance tracking, LMS assignments, completion logs, and competency validation records.
• Monitors required annual regulatory training to ensure compliance.
• Maintains documentation for group trainings, 1:1 remediation, and follow‑up outcomes.
• New‑hire competency pass rates.
• Error‑reduction outcomes for designated focus areas.
• AccuReg accuracy rates (initial, final, and resolution).
• Associate's degree required; Bachelor's degree preferred.
• 2+ years of training/education experience or senior‑level Patient Access experience.
• Experience in curriculum design, facilitation, and SOP development; proficiency with LMS systems.
• Office and classroom settings; occasional evening sessions to support off‑shift training.
• Standing presentations, computer‑based work, and extended periods of instruction.
Work Shift:
FLSA7DAY- 8 Hours Day Shift (United States of America)
Position Hours:
80
Samaritan is an Affirmative Action/Equal Opportunity Employer. Women, Minorities, Disabled, and Veterans are encouraged to apply.
Samaritan Medical Center (Watertown, New York) is a 294-bed not-for-profit community medical center, offering a full spectrum of inpatient and outpatient healthcare services. From primary and emergency care to highly specialized medical and surgical services, such as cancer treatment, neonatal intensive care, behavioral health and addiction services, and imaging services, Samaritan Medical Center and its team of healthcare professionals proudly serves the medical needs of our civilian and military community. Quality, compassion and safety are basic principles by which exceptional care is delivered at Samaritan.
In addition to the inpatient and outpatient services available at the main hospital and numerous community clinics and satellite testing centers, Samaritan is recognized as the leader in serving the community's long-term care needs. Samaritan Keep Home, a 272-bed long-term care facility, has established an exceptional reputation for caring for the senior population in northern New York. Expanding on its commitment to long-term care, SMC is finalizing construction on a brand new 288-bed long-term care and assisted living facility, which will open in early 2013.
Over 180 physicians in 40 different specialties work together with the 2,000+ employees at Samaritan Medical Center to offer a full spectrum of diagnostic and treatment services for people of all ages. We invite you to explore Samaritan's commitment to serving the healthcare needs of our civilian and military community, as well as our promise to you: to be here whenever and wherever you need us, and to do so with exceptional care and compassion that you and your family deserve.
