LEARNING AND DEVELOPMENT SPECIALIST
Company: DaVita Inc.
Location: Boston
Posted on: October 25, 2024
Job Description:
The Opportunity
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Reporting to the Manager of Process Optimization, Training and
Performance Management, the Revenue Cycle Operations (RCO) Process
Optimization, Training, and Performance Management Specialist will
be responsible for maintaining operational subject matter
expertise. The incumbent acts as a super user, developing,
maintaining, and delivering training and performing
quality/productivity monitoring for all RCO departments.Principal
Duties and Responsibilities
- Use/s the Mass General Brigham values to govern decisions,
actions, and behaviors. These values guide how we get our work
done: Patients, Affordability, Accountability & Service Commitment,
Decisiveness, Innovation & Thoughtful Risk; and how we treat each
other: Diversity & Inclusion, Integrity & Respect, Learning,
Continuous Improvement & Personal Growth, Teamwork &
Collaboration.
- Make recommendations for and support implementation of
process/system optimization projects:
- Leverage performance monitoring and workflow documentation
efforts to identify opportunities to streamline standard operating
procedures and/or system workflows.
- Facilitate cross functional workgroups to review such
opportunities and build an approach forward.
- Once implemented, track success of and adherence to new
workflows.
- Support Robotic Process Automation efforts through process
mapping/workflow documentation:
- Work with RCO Project Management and RPA teams to identify
processes that can/should be automated.
- Create detailed Visio workflows to outline process steps.
- Reduce insurance payer denials:
- Leverage denial trends/root cause to provide feedback and/or
additional training.
- Collaborate regularly with denial prevention team.
- Serve as a leading operational subject matter expert for one or
many RCO departments. This will entail:
- Having robust knowledge of departmental operating procedures
(operational, system and payer related).
- Maintaining the ability to perform the function(s) supported at
an excellent level of quality.
- Understanding the interdependencies between RCO departments and
highlighting opportunities for improved processes/hand offs.
- Design and deliver training for both new and existing RCO
staff. This includes:
- Converting operational, system and payer information into
user-friendly instructional materials using a variety of
educational methodologies and tools.
- Incorporating a variety of educational methodologies to
facilitate training sessions for both large group forums and
individual one-on-one sessions.
- Designing, developing, and delivering web-based training to
complement/reinforce core training material and as stand-alone
modules.
- Partnering with business units and technical teams to ensure
that materials and curriculum are in line with end-user needs and
stakeholder expectations.
- Maintaining classroom, supplies, appearance, and equipment.
Ensures the coordination of all logistical elements of instruction
including scheduling, room and catering arrangements, course
material preparation, etc.
- Tracking training in the Learning Management System and
maintains data as needed.
- Utilizing appropriate measurement tools to assess and evaluate
training effectiveness.
- Play the role of Business Partner to teams in the RCO,
providing guidance and assistance that enables them to support
their staff in their efforts to produce high-quality outcomes. This
includes:
- Providing the framework for documentation management utilizing
the most appropriate tools.
- Doing needs assessments and providing support to staff who are
not meeting performance and quality goals.
- Identifying training opportunities that are specific to the
units.
- Maintaining strong relationships with RCO Directors and
Managers:
- Applying feedback from directors, managers, and staff.
- Holding oneself accountable for continuous improvement.
- Attending/facilitating meetings, conducting presentations, and
one-on-one interactions with key constituents.
- Proactively reporting relevant information that can facilitate
program decisions.
- Other duties as assigned.Qualifications
- 3-5 years direct operational experience/subject matter
expertise in the current processes of one or multiple of the
following roles: AR Follow Up, Claims Management, Cash Posting,
Customer Service/Patient Billing Solutions, Patient Service Center
preferred.
- 1-3 years' experience analyzing data to identify trends
preferred.
- 3-5 years of experience in designing curriculum for operational
workflows, systems and soft skills required.
- 1-3 years of coaching/one-on-one training required.
- 1-3 years of experience in delivering training in a classroom
environment preferred.
- Experience with SharePoint, Microsoft Teams, Zoom, Visio and
Webex required.
- Healthcare Billing work experience required.Skills, Abilities
and Competencies
- Organizational Ability/Attention to Detail: Ability to work
independently on assigned tasks, including planning, organizing,
problem solving and meeting established deadlines. Ability to work
well with several individuals/teams/projects simultaneously.
Ability to prioritize work under time pressure. Follow-through and
exceptional attention to detail on all project tasks is
essential.
- Analytical Skills: Ability to run reports and mine data for key
trends/anomalies.
- Research Skills: Ability to thoroughly research topic areas
needed for projects and integrate knowledge into training, QA, and
Knowledge Management processes.
- Editing/Writing Skills: Demonstrated writing and editing
skills.
- Computer Skills: Must have expertise in various software
packages, especially Microsoft Office, with a high level of
competency with Word, PowerPoint and Visio. Ability to learn new
software quickly.
- Interpersonal/Communication Skills: Strong interpersonal and
communication skills in order to relate appropriately and
effectively to a diverse audience. Ability to provide effective
feedback that has an impact on the performance of staff.
- Organizational Knowledge: Ability to assess and respond to the
diverse needs of the RCO organization.* Experience providing
feedback required.* A combination of education and experience may
be substituted for requirements.* No direct reports; may indirectly
provide leadership and guidance to less seasoned and new staff.*
Demonstrates fiscal responsibility by effectively using Mass
General Brigham resources.* Possible local travel to Mass General
Brigham sites.* This position is currently remote. May be required,
on occasion to travel into the office due to business needs.
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Keywords: DaVita Inc., Medford , LEARNING AND DEVELOPMENT SPECIALIST, Other , Boston, Massachusetts
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