Job Details
Category Customer Service Location Raleigh, North Carolina Job function Operations Job family Client Services
Shift Day Employee type Regular Full-Time Work mode Remote
Job Description
We are seeking a dynamic and strategic RCM Patient Customer Experience Learning and Development Sr Manager to design, deliver, and oversee our training ecosystem within our Patient Billing Services team. In this role, you will be responsible for the end-to-end training strategy and execution for a high-volume omnichannel patient contact center team of patient service representatives focused on assisting patients with financial and healthcare claim-based questions.
The ideal candidate understands how to engage adult learners using a blend of virtual classroom instruction and structured individualized study. You will bridge the gap between complex healthcare financial workflows (billing, insurance verification, and collections) and compassionate, top-tier patient care.
Responsibilities:
- Design & Development: Build and maintain a robust training curriculum that addresses RCM specificities, including HIPAA compliance, patient registration, insurance verification, copay collection, and empathetic patient communication.
- Adult Learning Methodologies: Apply modern adult learning theories (e.g., ADDIE, Kirkpatrick) to design high-impact learning paths tailored for a 100% remote workforce.
- Blended Learning Delivery: Masterfully balance structured virtual classroom sessions with self-paced, individualized modules to ensure diverse learning styles are supported.
- Facilitation: Lead engaging, interactive virtual onboarding cohorts and ongoing professional development sessions.
- Individualized Coaching: Establish remediation frameworks and independent study tracks for learners requiring targeted support to reach proficiency.
- Content Management: Keep all training collateral, job aids, and knowledge-base articles accurate and updated with changing healthcare regulations and internal workflows.
- Stakeholder Partnership: Work closely with Quality Assurance (QA), Operations, and RCM leadership to identify skill gaps and align training initiatives with organizational goals.
- Subject Matter Expertise: Stay abreast of industry trends in healthcare revenue cycles and patient satisfaction satisfaction (CSAT) strategies.
- Organizational Impact: Enterprise or multi-site impact with responsibility for core operational support functions across the contact center ecosystem
- Span of Control: Typically leads multiple individual contributors; indirect influence across 300+ frontline staff
- Stakeholder Complexity: Regular interaction with senior leaders (VP and above), as well as cross-functional partners in Clinical, Digital, IT, Compliance, and Operations
Qualifications:
- Minimum of 5+ years of experience in training delivery/instructional design within a healthcare contact center or Revenue Cycle Management (RCM) environment.
- 2+ years of experience managing a training team or leading large-scale educational initiatives.
- Deep familiarity with Learning Management Systems (LMS), remote training tools (Zoom, Microsoft Teams, Articulate Storyline), and healthcare billing software.
- Proven track record of developing individualized study plans and managing remote classrooms effectively.
- Exceptional emotional intelligence, active listening skills, and the ability to train staff to handle sensitive financial conversations with patients.
- Solid understanding of patient access, healthcare reimbursement, payer rules, and regulatory compliance (HIPAA, TCPA).
Education:
- Bachelor's degree in Healthcare Administration, Business Administration, Education, Human Resources, or a closely related field
- Master's preferred
Key Competencies
- Strategic thinking and execution
- Operational excellence and process optimization
- Data-driven decision-making
- Patient-centric mindset
- Adaptable and able to thrive in a fast-paced environment, pivoting strategies as healthcare regulations or workflows evolve
- Change management and transformation leadership
- Cross-functional collaboration and influence
Success Metrics:
Your performance and the health of the training program will be measured by:
- Speed to Proficiency: Reducing the average number of days it takes a new hire to meet standard performance baselines independently
- First-Month QA Scores: Ensuring nesting and post-training quality assurance scores meet or exceed a 90% threshold
- Training Nesting Attrition: Minimizing turnover during the initial onboarding and nesting phases
- Post-Training CSAT / NPS: Demonstrating a direct, positive correlation between targeted training interventions and patient satisfaction scores
- Assessment Pass Rates: Ensuring a minimum 85% first-time pass rate on comprehensive compliance and RCM competency assessments
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Quest Diagnostics honors our service members and encourages veterans to apply.
While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.
Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.