Instructional Serv Specialist (Training Coordinator) - Training, Operations & Administrative Support Team (TOAST) - Patient Financial Services (PFS)

University of Iowa•Iowa City, IA

3d•Hybrid

About The Position

University of Iowa Health Care’s department of Patient Financial Services is seeking a 100%25 Instructional Services Specialist (Training Coordinator). As an Instructional Services Specialist for Patient Financial Services (PFS) Department, you will provide direct support, consultation, guidance and training to users and identify technical solutions for training programs for PFS employees. In this role, you will support daily operations through testing, education, implementation of new processes and project management in an effort to maximize user and organizational effectiveness. This position is primarily a combination of remote and onsite (hybrid) work locations. Remote work must be performed at an offsite location within the State of Iowa. Training will be held either on ONSITE at the HSSB building or via zoom, with location and length of training determined by the supervisor. Remote eligibility will be evaluated upon a satisfactory job training opportunity. Per policy, work arrangements will be reviewed annually and must comply with the remote work program and related policies and employee travel policy when working at a remote location. University of Iowa Health Care —recognized as one of the best hospitals in the United States—is Iowa's only comprehensive academic medical center and a regional referral center. Each day more than 12,000 employees, students, and volunteers work together to provide safe, quality health care and excellent service for our patients. Simply stated, our mission is: Changing Medicine. Changing Lives.® WE CARE Core Values: Welcoming - We have an environment where everyone has a voice that is heard; that promotes the dignity of our patients, trainees, and employees; and allows all to thrive in their health, work, research, and education. Excellence - We achieve and deliver our personal and collective best in the pursuit of quality and accessible health care, education, and research. Collaboration - We collaborate with health care systems, providers, and communities across Iowa and the region as well as within our UI community. We believe teamwork—guided by compassion—is the best way to work. Accountability - We behave ethically, act with fairness and integrity, take responsibility for our own actions, and respond when errors in behavior or judgment occur. Respect - We create an environment where every individual feels safe, valued, and respected, supporting the well-being and success of all members of our community. Empowerment - We commit to fair access to research, health care, and education for our community and opportunities for personal and professional growth for our staff and learners.

Requirements

Related customer service experience (typically 6 months or more) in a professional, financial, health care or medical-related environment.
Strong attention to detail and proven ability to think critically and problem-solve.
Proficiency with standard office computer software applications (i.e., Microsoft Office Suite)
Excellent, professional verbal and written communication skills to provide outstanding customer service and support a "Service Excellence" environment.
Demonstrated ability to work effectively in ambiguous and complex situations and to drive for conflict resolutions in positive, professional manner.
Ability to prioritize and coordinate inquiries from patients, staff, and administration.
Self-motivated with initiative to seek out additional responsibilities, tasks, and projects.

Nice To Haves

Demonstrated ability to maintain or improve established productivity and quality requirements.
Familiarity with medical terminology.
Knowledge of Health Insurance Portability and Accountability Act (HIPAA) laws.
Knowledge of healthcare billing (healthcare revenue cycle); insurance, and/or federal and state assistance programs.
Experience using EPIC electronic medical record software.

Responsibilities

Deconstruct workflows into clear and concise training materials, learning aids and other resources to support implementation and post-training reinforcement.
Assist in the identification of system and process improvements to enhance training methods, materials and data integrity.
Conduct training needs analysis: evaluate progress of employees to determine effectiveness and impact of training methods, materials and programs.
Provide one-on-one and/or group training for new PFS employees; retrain current employees when necessary.
Create individualized, targeted training programs to enhance individual employee’s process and required improvements, as needed.
Assist in the development of instructional strategies and appropriate integration of instructional technologies.
Design and produce learning materials in a variety of formats including print, graphics, audio, video, and multimedia.
Evaluate the instructional effectiveness of the strategies and educational approaches used.
Develop and maintain curriculum, educational resources, and/or assessment tools.
Maintain strong, effective working relationships with directors, managers, staff, students and the public.
Participate in educational and management meetings to ensure knowledge and training programs are current with healthcare revenue cycle and changes in healthcare environment.
Treat all information received as confidential.