Learning and Development Specialist

Mass General Brigham - Boston, MA

Full-time

Boston, MA

Ambulatory Health Care Services

About the position

The Revenue Cycle Operations (RCO) Process Optimization, Training, and Performance Management Specialist is responsible for maintaining operational subject matter expertise within the RCO departments. Reporting to the Manager of Process Optimization, Training and Performance Management, this role involves developing and delivering training, performing quality and productivity monitoring, and supporting process/system optimization projects. The specialist will act as a super user, facilitating cross-functional workgroups, supporting Robotic Process Automation efforts, and reducing insurance payer denials through data analysis and training.

Responsibilities

• Use Mass General Brigham values to guide decisions and actions.
• Make recommendations for and support implementation of process/system optimization projects.
• Leverage performance monitoring and workflow documentation to identify opportunities for streamlining procedures.
• Facilitate cross-functional workgroups to review opportunities and build an approach forward.
• Track success of and adherence to new workflows after implementation.
• Support Robotic Process Automation efforts through process mapping and workflow documentation.
• Create detailed Visio workflows to outline process steps for automation.
• Leverage denial trends to provide feedback and additional training to reduce insurance payer denials.
• Serve as a leading operational subject matter expert for RCO departments.
• Design and deliver training for new and existing RCO staff using various educational methodologies.
• Maintain classroom logistics and track training in the Learning Management System.
• Provide guidance and assistance to RCO teams to support high-quality outcomes.
• Maintain strong relationships with RCO Directors and Managers, applying feedback for continuous improvement.

Requirements

• 3-5 years direct operational experience in roles such as AR Follow Up, Claims Management, Cash Posting, or Customer Service/Patient Billing Solutions.
• 1-3 years' experience analyzing data to identify trends.
• 3-5 years of experience in designing curriculum for operational workflows and systems.
• 1-3 years of coaching or one-on-one training experience.
• 1-3 years of experience in delivering training in a classroom environment.
• Experience with SharePoint, Microsoft Teams, Zoom, Visio, and Webex.
• Healthcare Billing work experience.

Nice-to-haves

• Experience in a remote work environment.
• Experience with data mining and report generation.

Benefits

• Remote work flexibility with occasional office travel required due to business needs.