Learning and Development Specialist

The Opportunity

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:
o Leverage performance monitoring and workflow documentation efforts to identify opportunities to streamline standard operating procedures and/or system workflows
o Facilitate cross functional workgroups to review such opportunities and build an approach forward
o Once implemented, track success of and adherence to new workflows
* Support Robotic Process Automation efforts through process mapping/workflow documentation
o Work with RCO Project Management and RPA teams to identify processes that can/should be automated
o Create detailed Visio workflows to outline process steps
* Reduce insurance payer denials
o Leverage denial trends/root cause to provide feedback and/or additional training
o Collaborate regularly with denial prevention team
* Serve as a leading operational subject matter expert for one or many RCO departments. This will entail:
o Having robust knowledge of departmental operating procedures (operational, system and payer related)
o Maintaining the ability to perform the function(s) supported at an excellent level of quality
o 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:
o Converting operational, system and payer information into user-friendly instructional materials using a variety of educational methodologies and tools
o Incorporating a variety of educational methodologies to facilitate training sessions for both large group forums and individual one on one sessions
o Designing developing, and delivering web-based training to complement/reinforce core training material and as stand-alone modules
o Partnering with business units and technical teams to ensure that materials and curriculum are in line with end-user needs and stakeholder expectations
o 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.
o Tracking training in the Learning Management System and maintains data as needed
o 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:
o Providing the framework for documentation management utilizing the most appropriate tools
o Doing needs assessments and providing support to staff who are not meeting performance and quality goals
o Identifying training opportunities that are specific to the units
* Maintaining strong relationships with RCO Directors and Managers:
o Applying feedback from directors, managers, and staff
o Holding oneself accountable for continuous improvement
o Attending/facilitating meetings, conducting presentations, and one-on-one interactions with key constituents
o 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.

* Analytical Skills - Ability to collect and analyze quantitative and qualitative data to identify trends to drive quality assurance and training initiatives.

* 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.

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.