Revenue Cycle Patient Engagement Trainer | Finance | Full Time Day (25358)

Bergen New Bridge Medical Center•Paramus, NJ

1d•Onsite

About The Position

New Bridge Medical Center is seeking a Revenue Cycle Patient Engagement Trainer to join their team. This role is crucial for developing and maintaining patient-centered scripting for revenue cycle roles and translating complex revenue cycle concepts into frontline-ready communication. The trainer will be responsible for creating and delivering structured training and coaching for staff across various locations, supporting onboarding with a focus on communication, de-escalation, and service recovery. Key responsibilities also include partnering with leadership to embed communication standards into all revenue cycle workflows, tracking experience indicators, assisting with service recovery, and documenting best practices. The position requires creating action plans for continuous process improvement, ensuring alignment with organizational brand and patient engagement standards, and handling escalated patient and provider calls and complaints. The trainer will investigate and resolve complaints professionally, ensuring excellent customer service to improve patient satisfaction scores. Additionally, the role involves explaining agency operations to the public, giving presentations, developing good working relationships within the hospital, and fostering a positive culture while adhering to the Medical Center’s Code of Conduct, Mission, Vision, and Values Statements, and departmental policies and procedures.

Requirements

Bachelor’s degree in communications, healthcare management, or other related field.
2 years of customer service, call center, communications, or healthcare supervisor experience.
Demonstrated proficiency in creating training manuals and other tools.
Demonstrates familiarity with computer programs used in the department.
Good oral and written communication skills.
Good interpersonal skills.
Speaks, reads and writes English to the extent required by the position.
A strong understanding of the operations of the US healthcare system in the commercial, Medicare and Medicaid markets.
Ability to document all aspects of his/her work and share knowledge with colleagues.
Ability to define business problems, assess relevant variables and forces that impact the issue, and recognize relevant patterns in data.
Ability to work independently with flexibility to new or varied responsibilities.
Demonstrated ability to structure complex problems and derive insights from data.

Responsibilities

Develop and maintain clear, patient-centered scripting for revenue cycle roles.
Translate complex revenue cycle concepts into frontline-ready communication.
Create and deliver structured training and coaching for staff across locations.
Support onboarding with focus on communication, de-escalation, and service recovery.
Partner with leadership to embed communication standards to all revenue cycle workflows.
Track experience indicators, assist with service recovery, and document best practices.
Responsible for creating corresponding action plans for continuous process improvement.
Ensure alignment with organizational brand and patient engagement standards.
Assists with and responds to escalated patient and provider calls and complaints.
Investigates and resolves complaints, questions and concerns in a professional manner taking corrective action in those situations requiring immediate intervention.
Ensures delivery of excellent customer service resulting and improving patient satisfaction scores for the department and the institution.
Explains agency operations to general public by explaining goals, services and regulations of the programs and occasionally gives prepared presentations to professional and/or lay groups on principles and/or programs of general interest in order to provide for public awareness and education.
Develops and maintains a good working relationship with other members throughout the hospital.
Responsible for a positive culture in decision making and performance management to influence work attitudes and enhance job satisfaction.
Understand and adhere to the Medical Center’s Code of Conduct.
Familiar with the Medical Center’s Mission, Vision, and Values Statements.
Maintain established departmental policies and procedures, objectives, quality assurance program, safety, environmental, and infection control standards.
Ensure that policies, procedures and practices are followed to support patient-first based care, high reliability, performance improvement and transparency.
Performs other related duties as required.