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each step, required documentation, exception handling, escalation points, and the approved workflow, while removing outdated or conflicting materials.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 requirement