Facility: 1800 Parkway Center

Job Summary:

SBO Quality Assurance/ Trainer monitors the adherence of SBO Customer Service Department to identified benchmarks and goals; investigating and analyzing the root cause of failure to meet those benchmarks and goals, and for creating and implementing course correction as appropriate. The SBO Quality Assurance/Trainer works under the supervision of the SBO Customer Service-Collections Manager to ensure the development and implementation of strategies to facilitate continuous operational improvement across the health system impacting services in the inpatient, ambulatory, and physician practice settings for all aspects of SBO Quality Assurance/Trainer functions is aligned with the overall Organizational goals. The Quality Assurance/Trainer compiles results from daily audits/analysis and outcome assessments on accuracy of patient data, both system-related, and process-related, for the SBO Customer Service department and for operational areas that impact billing and/or collections.

Core Responsibilities and Essential Functions:

QA Call Recordings for patient experience * Monitors, audits, and provides feedback on Customer Service phone calls, department training, and all other Customer Service team QA and Department Training as directed by Manager. * Provides root cause analysis to leadership on trends or process improvement opportunities as they arise. Training of New Hires/Education and Feedback on QA and Performance * Provides education on EPIC updates, departmental updates/training and retraining to staff as needed. * Develops and provides monthly reporting to Customer Service Collection Manager on QA findings and areas of improvement Implement department initiatives * Helps implement Customer Service Department initiatives as directed under Manager. Policy and Procedure/Ongoing Training and Education * Educates on Customer Service Department cycle policies and best practices on periodic basis. * Other duties as assigned. Performs other duties as assigned Complies with all WellStar Health System policies, standards of work, and code of conduct.

Required Minimum Education:

High school diploma Required or , Vocational or Technical Required and 4-year degree Preferred

Required Minimum License(s) and Certification(s):

All certifications are required upon hire unless otherwise stated.

Additional License(s) and Certification(s):

Required Minimum Experience:

Minimum 2 years Required and Minimum 3 years in healthcare revenue cycle or related experience Preferred

Required Minimum Skills:

Demonstrates working knowledge in EPIC. Demonstrate proficiency in reading UB04 and HCFA 1500 Demonstrate knowledge and proficiency in Healthcare Revenue Cycle Demonstrate knowledge and proficiency of historical claim history and problem resolution. Demonstrate knowledge of billing rules and coverage for all Major Payors. Problem solving with the ability to recognize trends. Working knowledge of Microsoft office products Adhere to all Wellstar System Policy and Procedure Evaluate best practices suggestions for possible into the revenue cycle. Other Duties as assigned