Manager RCM Training & Excellence

JOB SUMMARY

The Manager, RCM Training & Excellence makes sure RCM employees know how to perform their work correctly and consistently. The role owns new-hire onboarding, role-based training, SOP and job-aid maintenance, competency testing, and quality reviews that identify where additional training or process correction is needed.

This role reports to the Director, RCM Operations.

The Manager works closely with RCM leaders and subject-matter experts so training reflects the actual workflow, current payer and coding requirements, system changes, and approved policies. The role measures whether employees can perform the work after training, not just whether they attended a course.

KEY RESPONSIBILITIES

• Build and manage structured onboarding plans for each RCM role, including required learning, system practice, supervised work, assessments, clear ownership, and standards for independent work.

• Create, deliver, and coordinate practical role-based training using realistic cases, knowledge checks, work samples, refresher sessions, remedial training, and train-the-trainer support.

• Track learner progress, attendance, completion, assessment results, and competency, and provide managers with clear recommendations for additional practice, coaching, or retraining.

• Develop and maintain one controlled inventory of current RCM SOPs, job aids, curricula, facilitator guides, learner materials, versions, owners, approvals, effective dates, and review dates.

• Work with business owners and subject-matter experts to update training and documentation when workflows, systems, payer requirements, coding rules, roles, or controls change.

• Ensure instructions clearly identify who performs each step, required documentation, exception handling, escalation points, and the approved workflow, while removing outdated or conflicting materials.

• Partner with operational leaders to define passing standards, validate competency before employees work independently, and document the response when standards are not met.

• Support workflow and system changes by identifying affected roles, preparing training and job aids before launch, and providing targeted office hours, floor support, or refreshers after go-live.

• Create or coordinate quality reviews and analyze error, denial, rework, productivity, and turnaround-time trends to identify whether issues require training, clearer instructions, workflow changes, system fixes, staffing changes, or management action.

• Measure whether training and corrective actions improve performance, track open actions through completion, and report onboarding, competency, SOP, quality, and corrective-action status to RCM leadership.

• Lead assigned training and quality resources by setting priorities, reviewing content, observing delivery, calibrating quality scoring, coaching staff, and planning capacity around hiring, releases, audits, and business priorities.

WHAT THIS ROLE DOES NOT OWN

• Daily supervision or production performance management of employees after training is complete.

• Final clinical, coding, legal, compliance, finance, or payer-policy interpretation; content must be approved by the authorized owner.

• Fixing every performance issue through training; some issues require process, system, staffing, or management action.

• Designing system functionality, although the role validates training needs and user readiness.

• Approving operational workflow changes independently of the responsible RCM leader.

QUALIFICATIONS

• Bachelor’s degree in healthcare administration, education, business, health information management, instructional design, or a related field, or equivalent relevant experience.

• 5+ years of healthcare RCM experience, including 2+ years in training, quality, onboarding, coaching, or operational enablement.

• Working knowledge of multiple RCM functions and payer requirements.

• Experience writing SOPs, job aids, curricula, assessments, and competency standards.

• Experience using audit findings, errors, denials, or performance data to identify training needs.

• Strong writing, facilitation, coaching, organization, analysis, and presentation skills.

• Experience leading projects, programs, subject-matter experts, trainers, or quality resources.

PREFERRED QUALIFICATIONS

• Experience in diagnostic, molecular, genetic, pathology, or specialty laboratory RCM.

• CRCR, CRCP/CRCE, CPC, CPB, CCS, instructional design, adult learning, Lean Six Sigma, or quality certification.

• Experience with LIMS platforms, Quadax, Salesforce, laboratory billing systems, clearinghouses, payer portals, CRM, UAT, automation, or AI-enabled workflow changes.

HOW SUCCESS WILL BE MEASURED

• Every new hire has a structured onboarding plan and documented progress toward independent work.

• Employees demonstrate competency through knowledge checks and realistic work examples.

• SOPs and job aids are current, approved, easy to find, and consistent with the actual workflow.

• Training is ready before system and workflow changes are launched.

• Quality findings lead to the correct response, including retraining when a knowledge gap is confirmed.

• Post-training quality, productivity, turnaround time, or error results improve and remain stable.

• RCM leaders receive clear reporting on competency, overdue content, quality trends, and open corrective actions.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Work is primarily computer- and telephone-based and frequently requires sitting, keyboard and mouse use, speaking, listening, and reviewing electronic information.

• Protect patient, client, employee, financial, and business information and comply with company policies, HIPAA, and applicable payer, laboratory, quality, and regulatory requirements.

• Perform other job-related duties as assigned. Reasonable accommodations will be provided in accordance with applicable law.

EEO STATEMENT

Baylor Genetics is proud to be an equal opportunity employer committed to fostering an inclusive and diverse workplace. We welcome and encourage applicants from all backgrounds to apply. We do not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, pregnancy, childbirth, or any other status protected by applicable federal, state, or local law. If you need an accommodation during the application process, please contact our Human Resources team.