Process Coach/ Supervisor/ Trainer - Contact Centre

iSoft Globl; Región Centro; Presencial; MXN 40.000 - 65.000; Jornada completa

Descripción de la vacante

iSoft Globl in Guadalajara, Mexico is seeking a Process Coach/ Supervisor/ Trainer for our contact centre to guide and train teams on RCM best practices. You will design, deliver, and continuously improve the training program.

The role requires experience in US healthcare revenue cycle management, strong coaching and communication skills, and fluency in English and Spanish. Travel to business centres may be required.

Formación

• Minimum 4 years of experience in RCM (US Healthcare) and training roles.
• Bilingual proficiency in English and Spanish.
• Strong coaching and development skills in contact centre processes.
• Knowledge of billing systems, preferably Epic.
• Ability to analyze financial data and communicate clearly.

Responsabilidades

• On the Job Training: conduct sessions to equip team with RCM knowledge and compliance.
• Billing System Expertise: learn and certify on billing systems used with RCM software.
• Weekly Assessments: track progress of associates.
• Refresher Training: address root causes and bridge knowledge gaps.
• SOP Preparation: create and maintain onboarding SOPs for AR clients.
• Content Development: build modules on billing codes, submissions, denials, and payer communications.
• Trends Identification: identify trends to improve processes.

Conocimientos

RCM knowledge

Coaching skills

Training delivery

Curriculum development

Communication skills

Project management

Bilingual English/Spanish

Herramientas

Epic

Billing software

Descripción del empleo

The client is looking at hiring a Process Coach/ Supervisor/ Trainer - Contact Centre for their team at Guadalajara, Mexico.

Role :

Process Coach role is crucial in ensuring the smooth functioning of the RCM process within an organization. Process coach will be responsible for guiding and training team members on best practices and industry standards related to revenue cycle management. They are also responsible for the design, delivery, and continuous improvement of the contact centre function; conduct needs-based assessments, execute training delivery, develop reinforcements, and conduct evaluations.

Roles and Responsibilities :

• On the Job Training: Conduct training sessions to ensure team members are equipped with the necessary knowledge and skills to perform their roles effectively. This includes education on RCM software, Project Specifics, compliance regulations, and industry updates.
• Billing System Expertise: Learn multiple Billing Systems and getting certified to demonstrate proficiency in using RCM software (billing system) effectively and efficiently.
• Weekly Assessments: Conduct Weekly Assessments (not the right casing) to track and evaluate the progress of your associates.
• Refresher Training: Conduct refresher training basis the root cause. This includes preparing modules to bridge the Knowledge gaps.
• SOP Preparation: Creating & (maintaining) a Standard Operating Procedure (SOP) for onboarding new clients in Accounts Receivable for consistency and efficiency.
• Content Development: Develop modules on understanding billing codes, navigating billing software, and mastering claim submission processes. Include sections on effective communication with payers, handling denials, and implementing strategies for efficient follow-up on unpaid claims. Interactive simulations or case studies can enhance practical skills and emphasize the importance of compliance and regulatory updates in the training program.
• Trends Identification

JOB QUALIFICATION:

• Contact centre experience – proficient in RCM methodologies, curriculum development and tracking knowledge effectiveness and maintaining Learning Rigor (RCM Domain knowledge, quality maintenance, project management, TNA based training)
• Minimum 4 years of experience in RCM (US Healthcare) and experience as an SME/Domain Training for contact centre business preferable.
• Billing System Expertise: Preferably Epic
• Possess in-depth knowledge of contact centre processes, strong coaching skills, and experience in training and development.
• Should be adept at analysing financial data, have excellent communication skills Bilingual proficiency (English & Spanish) and be familiar with relevant software and tools.
• Resolving complex issues and staying updated on industry best practices are valuable qualifications for this role.
• Highly proficient in verbal and written communication (English).
• High energy, enthusiastic and project management skills.
• Flexible to work in shifts and travel between business centres (as per business requirement).
• Strong client communication and problem-solving abilities

JOB COMPETENCIES :

• Communication – Expressing thoughts verbally, in writing, and graphically in clear, organized fashion according to the audience’s characteristics and needs. Applying active listening skills of attending, acknowledging, and summarizing to facilitate understanding.
• Technical/Professional Knowledge - Should be proficient in US Healthcare and have a broad and deep understanding of RCM vertical.
• Learning Facilitation – Strategizing structured learning programs with individuals or groups using RCM skills and required visual aids.
• Motivational Fit – Self-motivated and independent and the ability to work in a team.
• Analysis/Problem Assessment – Securing relevant information through multiple methods and various sources to determine key issues and make comparisons/analysis. .
• Teamwork/Collaboration – Working effectively through proper communication and consensus building with people within and outside the organization to accomplish team and organizational objectives.
• Practical Learning – Seeking, assimilating, and applying new information to improve personal and team’s performance.
• Planning and Organizing/Work Management – Establishing a course of action that utilizes department resources and accommodates client and customer requirements to accomplish team and organizational objectives.
• Innovation – Generating creative, novel methods and solutions to learning experiences, communication, and organizational challenges.

Compliance :

Adherence: Ensure compliance with all applicable organizational policies and procedures, including information security, HIPAA, and HR policies.