Yale New Haven Health System

MANAGER OF OPERATIONS SYSTEM TRAINING & DEVELOPMENT

US-CT-New Haven
Job ID
61579
Department
SBO - ADMINISTRATION
Category
MANAGEMENT/LEADERSHIP
Position Type
Full Time Benefits Eligible
Scheduled Hours
40
Work Schedule
DAYS
Work Days
MON-FRI OR AS NEEDED
Work Hours
8AM-5PM
Work Shift
N/A
Requisition ID
2017-14937

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values—integrity, patient-centered, respect, accountability, and compassion—must guide what we do, as individuals and professionals, every day.

Responsible for managing a team of System Training Specialists and setting direction for Epic training plans. Oversees training team activities, Systems development materials, and all operational procedures from the access areas at each entity throughout the revenue cycle. Participates in design and implementation of new systems. Responsible for supporting existing systems and projects requiring major changes in policies and procedures as they relate to the revenue cycle systems. Oversees the coordination of training class schedules, all training documentation, and system training accounts. Proposes various education strategies and methods to develop both end users and management team in order to meet the needs of the department across the entities. Works closely with PAS and Epic IT teams to user integrity of system, work flows and documentation. Analyzes effectiveness of training, using predictive analytics software and other reporting methodologies to identify trends and communicate findings to senior leadership. Performs QA analysis to identify and isolate errors and identifies opportunities for ongoing improvement. Develops executive level reports for use by leadership for tracking and monitoring staff performance and competency.

EEO/AA/Disability/Veteran

Responsibilities

  • 1. Manages a team of training specialists in the development and support of systems training. Assigns work and monitors activities of team members; oversees the development of individual work plans and provides guidance in analytical tasks.
  • 2. Serves as the primary resource for the users in analyzing problems with the system or the feasibility of training templates and plans. Serves on the implementation team for the planning, testing, and implementation of new releases of existing software applications.
  • 3. Coordinates the training team responsible for bringing new entities up on the business office computer system(s): analysis and planning, conversion, training, and implementation. Keeps management team informed of project progress and problems particularly changes as needed in schedule, resources or product.
  • 4. Directs the activities of staff members. Collaborates with management team to establish and implement working procedures to be followed by members of the section. Selects, trains, and motivates staff members; including hiring, terminations, and disciplinary action. Conducts regular performance reviews of section personnel.
  • 5. Serves as the departmental liaison and coordinator for work flow issues between individual entities and SBO revenue cycle departments. Coordinates merge of revenue cycle departments at various sites and develops applicable training plans. Works closely with management team, staff and human resources to insure a smooth transition.
  • 6. Oversees the development of operational policies/procedures, training documents and materials for entities when appropriate.
  • 7. Responsible for the tracking, monitoring, and analyzing various aspects and parts of the Revenue Cycle in an effort to determine the effectiveness of training efforts. Develops new reports as needed in support of these activities. Analyzes employee error ratios and works in conjunction with departmental supervisors and managers to determine the causes of the variances and possible remedial steps.
  • 8. Works closely with and acts as a liaison between the SBO and the Access/HB IT teams to keep abreast of Epic upgrades, maintenance windows, workflow changes and optimization requests.
  • 9. Works closely with and acts as a liaison between the SBO System Training Specialist team and the IT Epic Training managers and Revenue Cycle Instructional Designers to insure the Revenue Cycle Epic application training curriculum and training environment build allows for enhanced operational training for workflows utilized by Access and billing staff.
  • 10. Ensures that the communication of changes in regulations and procedures of third party payers or changes to existing systems that impact training and operations are shared with relevant staff.
  • 11. Assesses needs for all systems at each entity and all department levels. Researches potential training enhancements in order to increase the effectiveness of the department's operation.
  • 12. Directs and instructs staff on QA initiatives and workflow audits on a regular basis. Formulates and organizes a team necessary to complete the required workflow/account review.
  • 13. Evaluates the effectiveness of operations, utilizing knowledge of Epic and CBS operations, by conducting QA reviews on new workflows implemented within the CBS area.
  • 14. Participates in workflow designs and system builds.
  • 15. Query and mine large data sets to discover patterns, examines data and filters for targeted information, using traditional as well as predictive analytic methodologies, performs interpretations and conclusions, and prepares recommendations.
  • 16. Develops strategies and tactics to identify and manage errors or mitigate their effects as well as monitor ongoing effectiveness of the strategies. Understands the underlying causal factors that lead to failure/breakdowns, identifies common trends and where interventions/improvements are needed, and making the system as robust as is feasible in the face of human and operational hazards.

Qualifications

EDUCATION


Bachelor's Degree in Accounting, Financial or Business Administration, Education or related field. Master's Degree Preferred.


EXPERIENCE


Five (5) to seven (7) years systems analyst and training experience in a healthcare Accounts Receivable setting with at least three (3) years in a leadership role. Strong PC experience required. Experience coordinating training effort as part of a major hospital accounts receivable systems implementation required; including system assessment; needs analysis; system documentation and reporting and development of training environment.


LICENSURE


Certification in at least two of the following Epic Applications (ADT, Prelude, Cadence and HB) required. Must also be credentialed to train in Epic ADT, Prelude, Cadence and HB.


SPECIAL SKILLS


Ability to manage, provide leadership and use effective interpersonal skills necessary to achieve optimal performance. Strong writing skills, demonstrated by published documents. Ability to assess and recommend training and development programs that meet the needs of the department. Knowledge of training methods. Strong analytical and communications skills. Knowledge of developing applications in PC database software and report writer languages. Ability to develop reports to meet operational requirements; must be able to develop and sustain effective relationships with vendors and internal customers; ability to utilize system to resolve issues. Must maintain a current knowledge of regulations and procedures that impact healthcare revenue cycle.


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