Patient Engagement And Excellence Trainer In Sunrise, Fl At Teamhealth

Summary

The Patient Engagement & Excellence Compliance Trainer/Manager (the “Trainer”) is HRRG’s key professional for assuring that HRRG provides sufficient information, policies and other job aids to its workforce to assure all employees are familiar with and comply with all relevant laws and regulations as well as HRRG’s internal policies and procedures. This includes industry rules, company-specific policies/procedures or both.  The Trainer is responsible for running training programs to teach employees the various requirements for their roles and keep employees up to date on all substantive changes.  In addition, the Trainer is responsible for coordinating feedback sessions, calibrations and other methods for providing support, feedback and additional on-the-job training.

Job Duties:

•         Train employees on compliance with HRRG’s policies and procedures for federal consumer financial laws, including FDCPA, FCRA, HIPAA, TCPA, EFTA, GLBA, UDAAP and any corresponding regulations.

•         Direct the development, maintenance and promotion of training programs, including orientation training, in accordance with internal policies and procedures, and regulatory state and federal requirements

•         Assist with gathering compliance training data/metrics for internal and external regulatory audits and inquiries

•         Respond to regulatory or audit findings regarding HRRG employee performance and develop and implement action plans to correct identified training deficiencies

•         Act as a liaison between training function and internal and external partners (Legal, Commercial, Compliance, Vendors)

•         Assist with the development of training materials

•         Establish and maintain a Patient Engagement and Excellence training resource center

•         Maintain quality standards and a state of audit readiness

•         Provide monthly compliance reports as requested during internal & external audits

•         Works with vendors and partners to ensure the training solutions are developed and implemented per quality standards, budget and timelines

•         Maintain training documentation (electronic and hard copy) in state of audit readiness

•         Manage eLearning systems, tools and vendors providing training and support to end users

•         Assist in conducting audits to verify that HRRG’s activities and conduct conform to its policies and to identify instances in which HRRG policies are not being followed, are in need of updating, or when additional training and guidance may be warranted.  Reviews and audits shall include but not be limited to the following:

o   Reviewing call quality and changes in communications within 72 hours and then 72 days after a change is made

o   Reviewing calls associated with complaints and lawsuits

o   Reviewing call listening strategies and modules and assuring call listening team is aligned with compliance standards and is reviewing calls per established HRRG protocols

o   Reviewing training logs to assure all members of the workforce are assigned and completing required training as per HRRG policy

•         Develop reports as requested by the Oversight Committee or HRRG leadership

•         Other duties as assigned by HRRG leadership