QA Training Coordinator- BH Patient Access

This position is responsible for developing and implementing tools for quality monitoring for Central Scheduling. This monitoring is performed on both an individual and departmental basis. The objective of this position is to ensure accurate scheduling of patients into Nationwide Childrens Hospital Clinics and Ancillary services so that reimbursement to the hospital is timely, insuring and protecting the hospital?s financial position. Accuracy in Central Scheduling has a direct impact on the entire revenue cycle. Accurate scheduling also contributes to providing excellent customer service for families and directly impacts patient care by ensuring that children are scheduled timely, accurately and appropriately.

The moment you walk through our doors, you feel it. When you meet our patient families, you believe it. And when you talk with anyone who works here, you want to be part of it. Welcome to Nationwide Children's Hospital, Where Passion Meets Purpose.

Here, Diversity, Equity and Inclusion are integrated into our core values and practices. We are passionate about building, sustaining and evolving an inclusive and equitable environment. We are seeking individuals who live these values and want to share their experiences and efforts in support of our collective mission.

We're 14,000 strong. And it takes every one of us to improve the lives of the kids we care for, and the kids around the world we'll never meet. Kids who live healthier, fuller lives because of the knowledge we share. We know it takes a Collaborative Culture to deliver on our promise to provide the very best, innovative care and to foster new discoveries, made possible by the most groundbreaking research. Anywhere.

Ask anyone with a Nationwide Children's badge what they do for a living. They'll tell you it's More Than a Job. It's a calling. It's a chance to use and grow your talent to make an impact that truly matters. Because here, we exist simply to help children everywhere.

Nationwide Children's Hospital. A Place to Be Proud.

1. Investigate (by listening to recorded calls, pulling data, etc), respond to and report (via magic) all error forms sent to the ?Central Scheduling Quality Improvement? mailbox.

2. Investigate, respond to and report all potential errors or issues reported via phone and e-mail.

3. Review errors made with the appropriate scheduler(s) and retrain as needed.

4. Answer scheduler questions throughout the day. Oftentimes these questions pertain to operational processes/protocols that exist for each clinic.

5. Conduct quality checks for each scheduler each month. 5 random recorded calls are pulled for each scheduler and are graded based on set criteria.

6. Pull reports and conduct audits to avoid potential scheduling errors (i.e.: checking for PCP entered, etc).

7. Attend meetings with clinic staff as appropriate to assist in addressing issues, etc.

8. Attend meetings for new clinics as they come on to Epic Cadence in order to plan and execute training needs for Central Scheduling and clinic staff.

9. Silent monitoring to ensure quality

10. Update resource sheets and training materials to ensure the schedulers have the most current information.

11. Monitor Hi-Path Manager for queue volume and to see if schedulers need help if on work for an extended period.

12. Testing Cadence as fixes go in.

13. Act as the backup for the Epic trainers in regard to the Cadence application which may include: initial training of schedulers, refresher training and competency testing.

KNOWLEDGE , SKILLS AND ABILITIES REQUIRED

1. Bachelors degree preferred.

2. Two years? experience in health care setting; preferably Central Scheduling.

3. Excellent communication and customer service skills.

4. Working knowledge of Epic Cadence.

5. Detailed understanding scheduling protocol.

6. Strong professional demeanor with the inherent ability to rapidly establish credibility and rapport with other employees, clinicians, managers and external groups.

7. Demonstrated ability to identify opportunities for process improvement, identify solutions, plan for and implement those same solutions. MINIMUM PHYSICAL

REQUIREMENTSNote frequency as Constantly (67-100%), Frequently (34-66%) and Occasionally (0-33%) for each requirement. Also note any lifting requirements with pound limit.Frequently: Standing, walking, sitting, lifting, carrying, pushing, and pulling.Occasional: Stooping, reaching, and kneeling.