Job Summary
The Patient Access Trainer is responsible for developing, delivering, and maintaining training documents related to Riverview's Epic Patient Access applications and workflows. This role delivers training to ensure Riverview team members who work in patient access roles are proficient in registration, scheduling, insurance verification, authorization, financial clearance, and revenue cycle processes within Epic. The trainer serves as a subject matter expert, supporting operational excellence, system optimization, regulatory compliance, and adoption of best practices across Patient Access functions.
This position plays a key role in reducing registration workqueue errors, improving registration accuracy, and ensuring consistent Epic workflows across all Riverview Patient Access areas.
Job Responsibilities
- Deliver Riverview Epic Patient Access training programs for new hires and existing staff.
- Facilitate classroom, virtual, and one-on-one training sessions. Track training completion and maintain education records.
- Create, develop, and maintain training manuals, job aids, workflows, tip sheets, and reference materials.
- Coordinate onboarding and cross-training initiatives across Patient Access departments.
- Provide targeted education and retraining based on audit findings, workqueue trends, and quality metrics.
- Conduct routine audits of registration quality, scheduling accuracy, and workqueue performance.
- Monitor and analyze data of registration-related workqueues and registration quality metrics to identify trends, errors, and process improvement opportunities. Ensure timely resolution of registration, demographic, insurance, and coverage-related workqueue errors. Develop and deliver training plans to reduce registration errors and rework.
- Educate and provide ongoing education regarding Epic registration workqueues, error correction processes, Epic upgrades, workflow changes, and new functionality.
- Collaborate with Epic analysts and operational leaders to identify training gaps and system enhancement opportunities, to improve front-end revenue cycle performance through education and process improvement. Assist in identifying root causes of recurring registration workqueue errors.
- Partner with leadership to identify performance improvement opportunities and to improve front-end registration accuracy and reduce downstream billing and claim denial issues.
- Develop and maintain standardized workflow training materials related to registration error correction and workqueue management.
- Work closely with Patient Access, Financial Clearance, Scheduling, Revenue Cycle, Clinical Operations, and Information Services teams.
- All other duties and responsibilities as assigned.
Education Requirements
- Minimum: High School Diploma or equivalent required.
- Preferred: Associate's or Bachelor's degree in Healthcare Administration, Education, Information Systems, Business, or related field. Equivalent healthcare experience may be considered.
- Must hold or obtain Parkview's EPIC Training Certification within the first month of hire in role.
Experience Requirements
- Minimum three (3) years of Patient Access, Registration, Scheduling, Financial Clearance, or Revenue Cycle experience and Epic Patient Access experience required.
- Preferred: Prior training, education, coaching, leadership, or quality improvement experience.
- Experience supporting Epic implementations, upgrades, optimization projects, or workqueue management strongly preferred.
License/Certification Requirements
- Must hold or obtain Parkview's EPIC Training Certification within the first month of hire in role.