What you will be doing

The Training and Compliance Associate drives continuous improvement in quality, workflow efficiency, staff readiness, and technology within revenue cycle operations. This role serves as the operational bridge between frontline teams, leadership, external partners, and technology/IT stakeholders — ensuring that people, processes, and systems are aligned and performing to standard.

The Associate identifies opportunities to streamline current workflows and define best practices; through structured quality audits, performance analysis, and workflow review, the Associate determines whether issues stem from knowledge gaps, process design failures, system deficiencies, or vendor performance — and drives the appropriate corrective action on both human and AI-driven interactions either by delivering targeted training or translating operational findings into actionable requirements for IT, vendor, or leadership resolution.

The Associate owns the integrity of the department's knowledge base, ensuring all policies, procedures, scripts, and decision trees are current, structured, and positioned to support both human and automated workflows. The Associate also plays a critical role in technology enablement — validating the accuracy of system automated outputs, supporting staff through technology adoption, and serving as the voice of the operational floor as needed.

The Associate will identify and assess revenue cycle training needs through performance/compliance analysis, career path development, and project management. S/he will develop training programs working with HSS revenue cycle team members as well as vendor counterparts. The Associate will create communications to update staff on critical information and/or processes. S/He will develop and document internal procedures to be used in conjunction with EPIC applications. In addition, s/he will encourage staff development by designing instructional content, creating eLearning, providing at elbow support, leading onboarding classes for new employees, delivering classroom refresher training sessions, and offering ad hoc individual sessions, when appropriate. The Associate will take a blended approach to address new hire, optimization and efficiency training needs.

The Associate will monitor reports and dashboards for compliance and safety issues, identify any additional report and/or dashboard needs, and work with the analytics team to develop. Will provide regular updates and reports to Senior Leadership for areas with improvement and partner with operational leaders to develop and implement action plans to address any issues.

Job Qualifications

Education – Pref

Bachelor’s degree in education, healthcare, or related field. or Four (4) years of relevant experience in adult education or instructional design, including experience in planning and developing learning objectives and course materials, in lieu of Bachelor's degree

Experience – Required

• Supervisory level or prior training experience and a record of strong leadership skills.

• Prior experience streamlining processes in one or more revenue cycle departments and a track record for encouraging team members to identify and implement process improvements that increase efficiency and revenue.

• Deep understanding of revenue cycle workflows and best practice for analysis of staff performance and compliance.

• Experience creating training materials and creating eLearning classes as a plus.

• Knowledge of healthcare industry/ insurance issues (insurance verification, service authorization) and medical terminology

Skills – Required

• Show attention to detail and approach difficult situations with a can-do attitude.

• Ability to approach old problems with creativity and develop new approaches to resolve.

• Analytical problem-solving: ability to diagnose whether an issue is rooted in knowledge, process, system, or vendor performance — and act accordingly.

• Exceptional written and verbal communication skills, including the ability to present findings and recommendations to senior leadership.

• Strong curriculum development and instructional design capability.

• Detail-oriented, highly organized, and capable of managing multiple concurrent projects in a fast-paced environment.

• Proficiency in MS Office Suite (Excel, PowerPoint, Word), including data analysis and reporting.

• Demonstrated ability to coach and mentor staff through operational and technological change with empathy and accountability.

• Strong professional relationship-building skills across interdisciplinary teams and external partners.

POSITION & UNIT ACCOUNTABILITIES – AKA Competencies

• Design, develop, and deliver training programs for revenue cycle staff, including onboarding, refresher courses, and at-elbow support, to improve operational efficiency and compliance.

• Conduct ongoing quality reviews of Contact Center workflows to identify educational needs, performance gaps, and opportunities for process improvement.

• Monitor and analyze compliance reports, dashboards, and error trends; provide regular performance updates to senior leadership and recommend targeted action plans.

• Collaborate with operational leaders, revenue cycle teams, and vendor partners to streamline workflows, define best practices, and implement efficiency initiatives.

• Develop training materials, eLearning modules, and internal procedure documentation aligned with EPIC (Prelude, ADT, Cadence) applications and other hospital systems.

• Track and report on key training and compliance metrics to measure program effectiveness and staff performance improvements.