Patient Services Specialist – Educator/Quality Assurance


18094 (SEIU Local 925 Non-supervisory)
18725 (WFSE HMC)


For an entire medical center, use knowledge and experience to establish and maintain education and/or quality assurance programs to enhance patient care support services and utilization of systems. Design and update curricula for patient services staff orientation, training and in-service education programs. Train Patient Services Specialists to ensure accurate and consistent data entry and application of procedures to optimize charge capture. May deliver training and in-service education of Patient Support Service Specialist staff or may design and update trainings and in-services to be delivered by others.


Under general direction, establish and maintain quality assurance program and/or in-service education programs for all patient support services staff within a division.


Coordinate the patient support services quality assurance program for a division; participate in hospital-wide quality assurance activities;

Train staff on current practice to insure compliance with policies and procedures as related to patient support services and charge capture process;

Develop curricula for and conduct in-service education programs; consult with management, technical, and medical staff to develop goals and objectives of in-service education; schedule and publicize in-service programs; maintain in-service education records; coordinate education programs;

Monitor monthly indicators on selected criteria for each area of the department; analyze and evaluate data collected from the indicators; identify and report trends;

Contribute to the development of departmental policies and procedures related to quality assurance and continuing education; maintain policy and procedure manual; ensure compliance with regulatory standards and hospital policy;

Maintain and update regulatory/training/QA library, website or other regulatory/training/QA resources;

Coordinate orientation of staff;

File and distribute reports;

May utilize quality assurance data to modify existing training curricula or to create new training curricula;

May assist in technique standardization projects and/or quality assurance program;

May conduct, analyze and report on staff and customer satisfaction surveys;

Perform related duties as required.


High School graduation or equivalent AND four years of Patient Support Service Specialist experience;

OR Bachelors’ Degree in a related field and two years of Patient Support Service Specialist experience;

OR equivalent education/experience.

New Class: 01-01-07