Patient Access Training Coordinator

Job Title: Patient Access Training Coordinator

Department: Patient Access/Registration

Reports To: Director of Patient Access/Registration

Status: Full-Time - 40 Hours per week

Shift: Days (8:00 a.m. - 4:30 p.m.)

Days: Monday through Friday

Benefits:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts (FSA)
• Health Savings Accounts (HSA)
• Life insurance
• Aflac
• Short-term and long-term disability coverage
• Wellness program and reimbursement
• Free access to Boone County Hospital’s onsite fitness room
• Generous PTO Accrual Plan
• Iowa Public Employees Retirement System (IPERS)
• Employee Assistance Program (EAP)
• Onsite Cafeteria

Salary Scale: $21.56 - $28.86

The Patient Access Training Coordinator is responsible for developing, delivering, and maintaining training programs for Patient Access staff to support accurate registration, scheduling, insurance verification, point-of-service collections, customer service, and compliance with hospital policies and regulatory standards. This position serves as a mentor and on-the-job resource for on boarding, continuing education, workflow optimization, and at-the-elbow coaching. The coordinator also provides operational support by rotating through registration and reception areas as needed to assist with coverage and overflow.

• Create, update, and maintain training materials aligned with hospital policies and EHR workflows (e.g., job aids, workflows, desk guides, scripts, checklists, and competency assessments).
• Develop role-based on-boarding plans, cross-training pathways, refresher modules, and remediation plans.
• Provide refresher education and system-update training as needed; collaborate with department leadership on performance initiatives.
• Participate in department meetings to share updates, discuss industry trends and challenges, and highlight key focus or problem areas.
• Conduct initial and ongoing competency assessments for all Patient Access roles.
• Support consistent performance outcomes, including accurate demographic/insurance capture, timely and compliant point-of-service collections, reduced registration errors and downstream billing issues, consistent workflows, and an excellent patient/visitor experience.
• Maintain advanced knowledge of the hospital's EHR system and revenue cycle processes/platforms used by Patient Access.
• Assist with go-live support, Priority Pack testing, and workflow optimization during system upgrades and implementations.
• Provide at-the-elbow coaching and rotate through registration and reception areas as needed to support coverage and overflow.
• Work with leadership to audit and review outcomes and carry out improvement strategies for requirements like MSPQ and NPP.
• Review and analyze RQA reports at least monthly to identify trends and pro-actively address issues.

• Serve as a primary resource for Patient Access staff workflow and process questions.
• Support team leads and supervisors in identifying skill gaps and implementing corrective training.
• Promote a culture of accuracy, empathy, efficiency, and patient-centered service.
• Co-chair the Patient Access Training Committee with department leadership; collaborate with staff to support new hires and ongoing development.
• Reinforce professionalism, standards of behavior, and service expectations.

• Ensure training content and performance expectations align with HIPAA, CMS, and hospital standards.
• Maintain accurate training records and competency evaluation documentation.

• High school diploma required; Certified Healthcare Access Associate (CHAA) preferred.
• Minimum of three (3) years of experience in Patient Access/registration; prior training or leadership experience strongly preferred.
• Strong communication, presentation, customer service, and organizational skills.
• Proficiency in EHR systems and Microsoft Office applications.

• Training completion: 100% of new hires complete onboarding within 45 days.
• Competency: 95% of staff achieve passing scores on post-training evaluations.
• Error reduction: reduce registration errors through targeted individual or department training as needed.
• Audit compliance: maintain at least 98% compliance in Patient Access audits.
• Staff satisfaction: achieve at least 90% positive feedback on training effectiveness surveys.
• Continuing education: deliver quarterly refresher training for all staff on focused topic.

EQUIPMENT/TOOLS:

Operate office equipment such as computers, printers, copy machine, calculator, facsimile, multi-line phone system, and scanners.

WORKING CONDITIONS:

Typical working conditions include sitting at a desk for extended periods, while working on a computer or talking on the phone.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Vision must be correctable to view computer screens and read printed information. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

Hearing must be in the normal range for telephone contacts and other conversations.

The above is intended to describe the general content of and requirements for this job. It is not intended to be a complete statement of duties, responsibilities, or requirements.