Department/Unit:

Patient Engagement Center

Work Shift:

Day (United States of America)

Salary Range: $45,308.00 - $72,492.00

The Training Coordinator is responsible for the development and oversight of the Patient Engagement Center onboarding and staff development– Developing and Training the gateway team for access of services to Albany Med, Hospital and Provider. The development of a creative; multi-dimensional training program for the adult learner ensuring competency is fairly assessed. Training of new system updates and enhancements as well as oversight of the department policy and procedure manual. Works closely with the Hospital, Practice, Center for Excellence and Training Leadership Team to ensure the training program is designed to support changing operations of a diverse population in multiple system applications (see below) with healthcare focus specific to Pre-Service functions. Data quality monitoring review and follow up remediation.

Responsible for design and delivery of dynamic instruction with emphasis on patient-centered customer service for Patient Engagement Center staff and Access Services staff, with focus specific to healthcare Access Services for Preservice functions (Scheduling, Pre-registration, Insurance Eligibility and Verification, Authorization and Referral Management) for Hospital and Practice. The Academy Training Program coordinates with training schedule for Hospital and Practice programs in multiple system applications. Candidates will have demonstrated skill in raising proficiency, building confidence, and developing interpersonal skills of trainees. Ability to monitor and analyze quality metrics, and design targeted remediation. Strong commitment to developing ongoing resources in support of individual staff continual improvement goals.

Education:

• Bachelor’s degree

  Licensure, Certification & Registration:

• CHAA (or acquired within 2 years of hire)

  Experience:

• 3 – 5 years hospital, registration or physician billing

• Training experience of the adult learner in healthcare setting or similar field

• Strong computer skills including EXCEL, WORD and ACCESS

• Proven ability to train and execute strong customer service skills via telephone with ability to exceed expectations

• Ability to multi-task in stressful and high patient volume unit

• Ability to develop strong training resources to support virtual or in-person training sessions.

• Ability to build confidence, raise skill level and promote a productive training and learning environment

• ​ Experience with monitoring data quality, analyzing and trending skills to manage pressure of very tight timeframes to execute tasks

• Excellent time management and organizational skills

• Ability to review information and draw appropriate conclusions

• Good judgement and ability to be resourceful to problem solve; escalate issues as needed

• Team minded worth ethic

Thank you for your interest in Albany Medical Center!​

Albany Medical is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:

Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.

Albany Med is the centerpiece of medicine, research, and medical education in New York’s CapitalRegion and is the area's largest private employer with more than 10,000 employees.

Albany Med offers excellent career opportunities in a wide range of roles in both patient care andadministration. We value all our staff members and offer outstanding employee benefits including:

• Excellent health care coverage (http://albanymedcareers.com/benefits/employee-health-%20benefits/) with lower copays at most Albany Med providers.

• A wide array of services and programs to support emotional, physical, and mental wellbeing (http://albanymedcareers.com/benefits/employee-advantages/)

Anchored in the state’s historic capital city, Albany Med offers a full range outpatient and inpatient careand is home to the region’s largest hospital, only Level 1 trauma center, and only children’s hospital. Thedowntown campus also offers opportunities at Albany Medical College.

Albany Med partners with Columbia Memorial Health, Saratoga Hospital and Glens Falls Hospital to form the Albany Med Health System, serving more than three million people over 25 counties.