Revenue Cycle Trainer

Fisher-Titus Medical Center•Norwalk, OH

About The Position

Plans, develops, updates, and delivers training and quality control processes across the revenue cycle. Provides onboarding, coaching, scripting, and competency validation to ensure accurate registration/scheduling, outstanding customer service, compliance, and optimal financial outcomes. In partnership with Patient Access leadership and the Business Office, supports the general setup and training of Billing staff and back-end protocols to promote standard work, productivity, and appropriate reimbursement. Continuously evaluates performance metrics and feedback to improve workflows, training materials, and departmental readiness for change.

Requirements

Associate degree in a health-related field or equivalent combination of education and experience
Working knowledge of revenue cycle workflows, payer/authorization requirements, and patient financial experience concepts
Proficiency with Microsoft applications and hospital systems; ability to learn and support multiple applications/work queues
Excellent customer service, communication, and coaching skills; able to write clear step-by-step procedures
Motivated, goal-oriented, and able to manage multiple priorities in a fast-changing environment

Nice To Haves

2+ years of Patient Access experience preferred
Prior experience training, mentoring, auditing, or leading workflow improvement preferred

Responsibilities

Train and onboard Patient Access staff using structured orientation plans, job aids, and competency checklists.
Develop and maintain training materials including step-by-step procedures, workflows, scripting, and reference guides that meet regulatory/accreditation standards and support consistent performance.
Perform quality control and competency validation through observation, account audits, and documentation review to ensure accurate demographics, insurance capture, authorizations, ABNs/consents as applicable, and compliance with policies.
Track and report training progress (e.g., 30/60/90-day checkpoints) and provide coaching plans; communicate performance and readiness to Patient Access leadership.
Identify and target improvement opportunities based on feedback from Revenue Cycle partners (Coding, Billing, HIM, Clinical areas) and key metrics; recommend process changes and support implementation.
Support Business Office/Billing training by assisting with general setup for new billing staff, reinforcing standard work, and providing introductory education on back-end functions, account follow-up concepts, and patient/customer service expectations.
Coordinate training logistics including scheduling, classroom/meeting space, training calendars, and maintenance of a resource library (job aids, manuals, and online references).
Serve as a subject matter resource for Patient Access and assigned Business Office workflows; respond to questions, troubleshoot routine issues, and escalate when needed.
Promote excellent customer service by modeling service behaviors, supporting service recovery scripting, and maintaining positive working relationships with internal/external customers.
Support change management by helping staff adapt to new processes/technology and partnering with Revenue Cycle departments to ensure a smooth transition.
Maintain compliance and confidentiality; understand and support Corporate Compliance requirements and report potential non-compliance per policy.
Operational support: ability to work varied shifts as needed (including occasional weekends) and provide coverage/leadership support when Patient Access leadership is unavailable.