REVENUE CYCLE TRAINING MANAGER

The Revenue Cycle Training Manager is a highly visible and collaborative leader responsible for overseeing the development, delivery, and evaluation of training programs across Riverside Healthcare. Reporting directly to the Director of Human Resources, Organizational Development and Learning, this position supervises all Epic Revenue Cycle Trainers, Epic Principal Trainers, Credentialed Trainers, and Epic Super Users/Champions for providers, outpatient ambulatory care, home health care, and all revenue cycle applications from registration staff to billing to health information/coding. In addition, the manager helps ensure high quality orientation, onboarding and ongoing enterprise education in addition to Epic training. 

The manager works closely with operational leaders, Epic leadership and analysts to identify training needs, create educational programs, and ensure end-users are proficient and confident in workflows and Epic system applications and various duties associated with their jobs. As a servant leader, the Revenue Cycle Training Manager acts as a consultant to leadership, contributing to initiatives that support employee retention, process improvement, and remarkable outcomes.

Demonstrates flexibility with assignments within professional scope/duties/licensure and as a salaried professional, you may be expected to work above your FTE. 

Essential Duties

Training Program Development & Delivery:

• Design, implement, and maintain training programs that promote continuous learning for onsite, remote, and contracted revenue cycle team members.
• Develop training content using the Learning Management System (LMS), including on-demand videos, e-learning modules, simulations/AutoGrader, instructor-led sessions, and skill assessments.
• Apply evidence-based practices in curriculum design to optimize training effectiveness and learning retention.
• Ensure the configuration and maintenance of training environments to support hands-on learning for diverse job roles.
• Develop evidence-based training materials for Epic applications, workflows, and associated equipment.
• Conduct new hire training, onboarding sessions, and ongoing education programs to maintain staff competency.
• Establish training programs that address new processes, protocols, and regulatory requirements as healthcare practices evolve and ensure ongoing compliance with regulatory/accrediting training in coordination with direct reports and operational leaders.
• Maintain accurate LMS records and update course catalogs for training across various departments, ensuring data integrity and data governance of LMS/training records.

Training Evaluation & Performance Improvement:

• Utilize the Kirkpatrick Levels of Evaluation or the Phillips ROI Model to assess training outcomes and ensure alignment with organizational goals.
• Develop and implement rounding schedules to gather real-time feedback from end-users and identify opportunities for workflow or training enhancements.
• Analyze help tickets, email updates, and training feedback to identify trends and guide training improvements

Leadership of Direct Reports:

• Directly supervise and mentor the Epic Revenue Cycle, Ambulatory, and Home Health training team within the Organizational Development and Learning department to foster high engagement and retention. 
• Lead hiring, coaching, and performance evaluations to build a high-performing, engaged, and growth-oriented training team.
• Collaborate with the ODL Leadership team to coordinate team services and ensure consistent, high-quality training across Epic applications and comprehensive orientation, onboarding and ongoing educational and training programs for all roles/disciplines.

Collaboration & Stakeholder Engagement:

• Serve as an educational consultant to operational leaders, providing guidance on training strategies that improve performance and retention.
• Partner with Epic analysts to design and test new functionality that meets business, patient-care, and regulatory requirements.
• Participate in Technical Specialist (TS) calls and other meetings to stay informed on project updates and system enhancements.

System & Process Optimization and Project Management:

• Oversee training programs for various Epic applications, including:
  • Access: Cadence, Grand Central, Prelude, HIM, Identity
  • Billing: Resolute Hospital Billing, Resolute Professional Billing, Resolute Claims & Electronic Remittance
  • Clinical & Specialty Areas: Ambulatory, Beacon, Behavioral Health, Rehab, MyChart/EpicCare Link, Healthy Planet, Community Connect, Home Health, and more.
• Collaborate with revenue cycle leadership to support process documentation, standards development, and policy implementation.
• Participate in cross-functional projects to test and implement Epic system upgrades and ensure compliance with change control protocols.
• Collaborate on projects related to Epic system upgrades, process enhancements, and regulatory compliance.
• Ensure the training team adheres to Epic change control protocols, facility structures, and best practices in project management.

Nonessential Job Duties:

• Assist in preparing and maintaining training documentation for new projects or initiatives and broader ODL Department procedures and policies. 
• Support organization-wide efforts related to staff retention and operational excellence.
• Conduct ad-hoc training sessions or workshops as needed

Required Experience

• At least 5 years’ experience using Epic EMR software
• Experience training users on healthcare revenue cycle, access and/or provider workflows
• Prior experience in health care setting 
• Experience with Epic HB/PB Resolute, Cadence, HIM, Grand Central, Prelude, Ambulatory, or Home Health Care software modules
• Excellent interpersonal, communication, leadership and change management skills to establish and maintain positive and productive working relationships

Preferred Experience

• Prior experience or training as a supervisor or manager preferred
• Experience designing and delivery training programs in adult education strongly preferred.
• Knowledge of project management methodologies preferred.

Required Licensure/Education

• Bachelor’s Degree required and/or prior training or teaching experience
• Certified in at least one related Epic module

Preferred Education

• Professional Certification in instructional design or education or education leadership and/or revenue cycle

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

Our Commitment to You:

Riverside Healthcare offers a comprehensive suite of Total Rewards: benefits and nationally rated employee well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so your journey at and away from work is remarkable. Our Total Rewards package includes: 

Compensation

• Base compensation within the position’s pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift differential, on-call
• Opportunity for annual increases based on performance

Benefits - .5 to 1.0 FTE

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Health Savings and Flexible Spending Accounts for eligible health care and dependent care expenses
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program
• Nationally Rated wellness programs and more!

Employee Health Requirements

Exposure/Sensory Requirements:

Exposure to: 

• Chemicals: NA 
• Video Display Terminals: Average 
• Blood and Body Fluids: None
• TB or Airborne Pathogens: None

Sensory requirements (speech, vision, smell, hearing, touch): 

• Speech: Training/presentations, telephone communication, facilitating meetings.
• Vision: Read computer screens and printouts, memos, communications, documentation, and literature.
• Smell: Sensitivity and recognition of odors derived from various cleaning processes, odors generated from malfunctioning equipment.
• Hearing: Telephone communications, meetings, and equipment operating characteristics.
• Touch: .Writing and computer entry, filing. 

Activity/Lifting Requirements:

Percentage of time during the normal workday the employee is required to:

• Sit: 55%
• Twist: 0%
• Stand: 20%
• Crawl: 0%
• Walk: 20%
• Kneel: 0%
• Lift: 0%
• Drive: 5%
• Squat: 0%
• Climb: 0%
• Bend: 0%
• Reach above shoulders: 0%

The weight required to be lifted each normal workday according to the continuum described below:

• Up to 10 lbs: Occasionally
• Up to 20 lbs: Not Required
• Up to 35 lbs: Not Required
• Up to 50 lbs: Not Required
• Up to 75 lbs: Not Required
• Up to 100 lbs: Not Required
• Over 100 lbs: Not Required

Describe and explain the lifting and carrying requirements. (Example: the distance material is carried; how high material is lifted, etc.): None

Maximum consecutive time (minutes) during the normal workday for each activity:

• Sit: 240
• Twist: 0
• Stand: 20
• Crawl: 0
• Walk: 10
• Kneel: 0
• Lift: 0
• Drive: 5
• Squat: 0
• Climb: 0
• Bend: 0
• Reach above shoulders: 0

Repetitive use of hands (Frequency indicated):

• Simple grasp up to 10 lbs.
• Pushing & pulling Normal weight:
• Fine Manipulation: Computer keyboard and mouse.

Repetitive use of foot or feet in operating machine control: None 

Environmental Factors & Special Hazards: 

• Environmental Factors (Time Spent):
• Inside hours: 8
• Outside hours : 0
• Temperature: Normal Range
• Lighting: Average
• Noise levels: Average
• Humidity: Normal Range
• Atmosphere:

Special Hazards:

Protective Clothing Required: None