Patient Access Training and Quality Assurance Specialist

POSITION SUMMARY

The Patient Access Training and Quality Assurance Specialist supports the development and delivery of training programs that ensure staff across patient access functions are equipped with the knowledge and skills to provide accurate, consistent, and patient-centered services. Reporting to the Patient Access Manager for Training and Quality Assurance, the specialist plays a key role in onboarding, continuing education, and competency development for staff in scheduling, registration, insurance verification, financial clearance, and related areas. This role contributes to quality assurance efforts by conducting staff audits, identifying performance gaps, facilitating targeted education, and promoting compliance with organizational policies and regulatory standards.

The specialist is responsible for:

• Training Delivery & Facilitation
  Conducts engaging and effective training sessions for new hires and existing staff across Patient Access functions, using a variety of instructional methods and tools.
• Curriculum Support & Development
  Assists in the creation and maintenance of training materials, job aids, and e-learning modules aligned with department standards and best practices.
• Competency Evaluation
  Participates in staff audits and assessments, providing feedback to support individual development and career progression within the Patient Access career ladder program.
• Quality & Compliance Alignment
  Reinforces policies, procedures, and compliance standards during training; supports audit and quality initiatives by addressing identified gaps through education.
• Collaboration & Communication
  Works closely with Patient Access leadership, professional and organizational development, and operational teams to ensure training supports performance goals and enhances the patient experience. Collaborates with IT to ensure alignment with EMR best practices, and support release of new functionality. Acts as Subject Matter Expert (SME) for registration, patient, guarantor, and insurance related functions.

MINIMUM REQUIREMENTS

Education:

• High School Diploma or equivalent required;
• Associate’s degree preferred (preferably in healthcare or public administration, education, management, or a related field) .
• May have an equivalent combination of education and/or experience in lieu of specific education. 

Experience:

• Minimum 2 years of experience in Patient Access or Revenue Cycle required
• Prior experience in training, education, or staff development preferred
• Familiarity with Epic systems required
• Proficiency in Microsoft Word, Excel, and PowerPoint required

Knowledge, Skills, Abilities:

• Strong oral and written communication and presentation skills
• Knowledgeable in auditing, compliance monitoring and process improvement
• Ability to facilitate training in both group and one-on-one settings
• Knowledge of Patient Access workflows and terminology
• Possesses an understanding of regulatory and payer requirements for hospital and outpatient settings
• Functional understanding of health care operations and physician practices
• Detail-oriented with strong organizational and time management skills
• Ability to adapt training to diverse learning styles and needs
• Uses tact, sensitivity, sound judgment, and a professional attitude 
  constantly 
• Conducts business in a professional and cordial manner that upholds the 
  integrity and reputation of Mount Nittany Health

License/Certification/Registration:

1. HFMA CHFP, AAHAM, CHAA, CHAM or equivalent Revenue Cycle Certifications preferred. 

SUPERVISION RECEIVED

Receives supervision from the Patient Access Manager – Training and Quality Assurance

SUPERVISION GIVEN

Does not provide direct supervision, but plays a role in the development of front-end patient access staff across the organization

ESSENTIAL FUNCTIONS

1. Deliver training programs, both group or one-on-one, for onboarding and continuing education.

2. Support quality assurance initiatives through observation, auditing, evaluation, coaching, and education to reinforce training, assess performance and promote best practices. 

3. Maintain accurate training records and documentation and monitor successful delivery of training.

4. Assist in the development of training materials, tools, and department documentation.

5. Participate in performance improvement efforts and staff development.

6. Promote compliance with regulatory and organizational policies as well as payer requirements.

7. Foster a positive learning environment and model professional behavior.

8. Collaborate with peers and all leadership to support departmental goals.

    

9. Maintain current knowledge and expertise in adult learning and current training methodologies in registration and the healthcare industry.

    

10. Performs related and miscellaneous duties as assigned.

NON-ESSENTIAL FUNCTIONS

1. Performs related and miscellaneous duties as assigned.