Manager RCM Training & Excellence

Baylor Genetics•,

About The Position

The Manager, RCM Training & Excellence ensures RCM employees are proficient in their work through structured onboarding, role-based training, maintenance of Standard Operating Procedures (SOPs) and job aids, competency testing, and quality reviews. This role identifies areas needing additional training or process improvements. The Manager collaborates closely with RCM leaders and subject-matter experts to ensure training aligns with actual workflows, current payer and coding requirements, system changes, and approved policies. A key focus is measuring actual employee performance post-training, not just attendance.

Requirements

Bachelor’s degree in healthcare administration, education, business, health information management, instructional design, or a related field, or equivalent relevant experience.
5+ years of healthcare RCM experience, including 2+ years in training, quality, onboarding, coaching, or operational enablement.
Working knowledge of multiple RCM functions and payer requirements.
Experience writing SOPs, job aids, curricula, assessments, and competency standards.
Experience using audit findings, errors, denials, or performance data to identify training needs.
Strong writing, facilitation, coaching, organization, analysis, and presentation skills.
Experience leading projects, programs, subject-matter experts, trainers, or quality resources.

Nice To Haves

Experience in diagnostic, molecular, genetic, pathology, or specialty laboratory RCM.
CRCR, CRCP/CRCE, CPC, CPB, CCS, instructional design, adult learning, Lean Six Sigma, or quality certification.
Experience with LIMS platforms, Quadax, Salesforce, laboratory billing systems, clearinghouses, payer portals, CRM, UAT, automation, or AI-enabled workflow changes.

Responsibilities

Build and manage structured onboarding plans for each RCM role, including required learning, system practice, supervised work, assessments, clear ownership, and standards for independent work.
Create, deliver, and coordinate practical role-based training using realistic cases, knowledge checks, work samples, refresher sessions, remedial training, and train-the-trainer support.
Track learner progress, attendance, completion, assessment results, and competency, and provide managers with clear recommendations for additional practice, coaching, or retraining.
Develop and maintain one controlled inventory of current RCM SOPs, job aids, curricula, facilitator guides, learner materials, versions, owners, approvals, effective dates, and review dates.
Work with business owners and subject-matter experts to update training and documentation when workflows, systems, payer requirements, coding rules, roles, or controls change.
Ensure instructions clearly identify who performs each step, required documentation, exception handling, escalation points, and the approved workflow, while removing outdated or conflicting materials.
Partner with operational leaders to define passing standards, validate competency before employees work independently, and document the response when standards are not met.
Support workflow and system changes by identifying affected roles, preparing training and job aids before launch, and providing targeted office hours, floor support, or refreshers after go-live.
Create or coordinate quality reviews and analyze error, denial, rework, productivity, and turnaround-time trends to identify whether issues require training, clearer instructions, workflow changes, system fixes, staffing changes, or management action.
Measure whether training and corrective actions improve performance, track open actions through completion, and report onboarding, competency, SOP, quality, and corrective-action status to RCM leadership.
Lead assigned training and quality resources by setting priorities, reviewing content, observing delivery, calibrating quality scoring, coaching staff, and planning capacity around hiring, releases, audits, and business priorities.