- 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.
- Develop reports as requested by the Oversight Committee or HRRG leadership
- Other duties as assigned by HRRG leadership
- Minimum five (5) years experience in oral, written and interpersonal communication skills from a supervisory or managerial role
- Prioritizing and managing time, follow through with all assignments, coordinate and complete multiple tasks and balance competing priorities in order to meet deadlines and accomplish goals
- Documentation experience (paper-based and electronic system)
- Training system experience (paper-based and electronic system
- Ability to develop and maintain meaningful performance reports, tracking and trending for the Committee and HRRG leadership
- Strong writing skills to design company-wide communication messages, training instructions and other related content as needed
- Certified as an adult educator or credit and collections compliance officer by ACA International or comparable trade or professional association within six (6) months after assuming this role
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Patient Engagement and Excellence Trainer - Sunrise, FL, United States - TeamHealth
Description
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.
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: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
Knowledge of Rules and Regulations
The trainer must be knowledgeable in the rules and regulations for the industry and the HRRG debt collection and data furnishing activities.
The Trainer is expected to keep current with their knowledge and share this knowledge with employees through their training programs and as they work for HRRG.
Reporting ProceduresThe Trainer must adopt successful reporting strategies to help HRRG assure its employees are compliant as they complete their daily work.
Education/BackgroundThe Trainer is expected to develop skills that allow for HRRG to offer creative strategies to engage trainees, test their learning and adapt training programs to reflect key HRRG patient engagement and excellence priorities.
Interpersonal SkillsThe Trainer is expected to have and to call upon emotional intelligence skills and to cultivate those skills among HRRG's employees, in particular as they interact with patients and patients' representatives.
CommunicationThe Trainer is expected to have excellent communication skills, oral and written. From time to time the Trainer will be expected to use public speaking skills to present information in a practical and thoughtful manner, to develop meaningful job aids, and to answer employees' questions
Requirements:
