Revenue Cycle Trainer - Customer Services

Sonora Quest; Phoenix (AZ); On-site; USD 55,000 - 85,000; Full time

Job summary

Banner Health in Phoenix, AZ seeks a Revenue Cycle Training and Quality Auditor to oversee training, auditing, and ongoing process improvements within the Billing Customer Service department. The role supports department KPIs and aligns with Banner Health's mission and goals, ensuring compliance with regulatory standards and payor requirements.

The position emphasizes developing training materials, conducting audits, and collaborating with cross‑functional teams to improve accuracy and

Qualifications

• Three years of experience in healthcare revenue cycle or trainer role.
• Must obtain Quest ICD10 certification within 6 months of start date.
• Ability to train staff and audit performance to drive accuracy.

Responsibilities

• Review processes for compliance with policies, SOPs, payor rules.
• Conduct quality audits and report performance, develop action plans.
• Design and deliver structured training programs for staff.
• Collaborate with leaders to identify root causes and drive improvements.
• Execute administrative tasks to support department operations.
• Provide exceptional internal and external customer service and lead change.

Skills

Verbal and written communication

Billing knowledge

Medical billing processes

Data analysis

Microsoft Excel

Task prioritization

Independent work

Training and coaching

Quality auditing

Education

High school diploma or equivalent

Quest ICD10 certification

Tools

Billing software

Microsoft Office Suite

Job description

Primary City/State:

Phoenix, Arizona

Department Name:

Billing Customer Service

Work Shift:

Day

Job Category:

Revenue Cycle

POSITION SUMMARY

This position is responsible for performing revenue cycle, training and auditing functions for all patient, client, and third-party billing and operations while supporting the department key performance indicators and the company’s mission and goals.

Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards.

CORE FUNCTIONS

1. Reviews processes to ensure adherence to departmental policies, SOPs, regulatory, and payor requirements. Responsible for creation of departmental SOPs, based on training and audit findings, as well as annual and ad hoc review.

2. Performs quality audits, maintains audit completion standards, tracks and analyzes quality and production performance. Prepares and distributes performance reports and documents findings. Develops action plans, coaching recommendations, and re‑education strategies to improve accuracy and efficiency.

3. Designs, maintains, and implements structured, compliant and competency‑based training programs. Updates training materials (i.e. job aids) and SOPs as needed based on system changes and audit and performance trends. Delivers training through classroom, virtual, and alternative formats for new hires and existing staff. Demonstrates the ability to effectively teach with different learning, communication and work styles.

4. Partners with leaders and cross‑departmental teams to identify root causes of errors, recommend workflow improvements, and implement efficiencies that reduce rework and increase accuracy. Serves as a subject matter expert and resource for revenue cycle workflows, payer requirements, regulatory standards, billing practices, and system functionality.

5. Completes and oversees administrative and operational tasks that support department functions, including but not limited to; escalations, documentation, account review and reconciliation, reporting, ad hoc projects and other assigned tasks.

6. Demonstrates a high level of critical thinking, innovation, and the ability to adapt to and lead change. Provides exceptional internal and external customer service by taking ownership of issues, resolving concerns promptly and communicating clearly and concisely. Maintains professional and supportive relationships across the organization.

NOTE: The core functions are intended to describe the general content and requirements of this position and are not intended to be an exhaustive statement of duties. Specific tasks or responsibilities will be documented as outlined by leadership.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to clearly and efficiently communicate complex issues using strong verbal and written aptitude.

• Working knowledge of billing, insurance, computer systems, and medical billing processes.

• Excellent mathematical and probability skills

• Ability to prioritize and complete multiple tasks

• Ability to work independently and accurately with high volumes of data and minimal supervision.

• Exceptional ability to delegate work and provide constructive feedback and guidance to employees.

• Intermediate working knowledge of Microsoft Office Suite with an emphasis on excel

• Excellent communication, comprehension, and organizational skills

• Exceptional ability to provide constructive feedback and guidance to employees

• Ability to train multiple employees with different skill levels and knowledge

MINIMUM QUALIFICATIONS

• High school diploma or equivalent.

• Three (3) years experience in a healthcare revenue cycle setting or trainer role.

• Internal employees must have obtained and continue to maintain the Quest ICD10 certification and external candidates must obtain within 6 months of start date and maintain.

PREFERRED QUALIFICATIONS

• Additional related education and/or experience.

EEO Statement:

EEO/Disabled/Veterans (https://www.bannerhealth.com/careers/eeo)

Our organization supports a drug-free work environment.

Privacy Policy:

Privacy Policy (https://www.bannerhealth.com/about/legal-notices/privacy)

Banner Health is one of the largest, nonprofit health care systems in the country and the leading nonprofit provider of hospital services in all the communities we serve. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices and more, our skilled and compassionate professionals use the latest technology to make health care easier, so life can be better. The many locations, career opportunities, and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee.

EOE/Female/Minority/Disability/Veterans

Banner Health supports a drug-free work environment.

https://www.bannerhealth.com/careers/eeo