Onboarding That Works Twice: Building SOP-Driven Training Programs That Develop Staff and Expose Revenue Cycle Gaps

Onboarding That Works Twice: Building SOP-Driven Training Programs That Develop Staff and Expose Revenue Cycle Gaps

Presented by Sabena Miller

Wednesday May 6th, 2026
9am PT / 10am MT / 11am CT / 12pm ET

This program is scheduled for 60 minutes and is valid for 1 CHBME credit.

Member Price: $49.00
Non Member Price: $99.00

Description:
Onboarding is often viewed as a short-term training effort focused solely on getting new hires up to speed,but when designed intentionally, it can also serve as a powerful tool for operational improvement. This webinar explores how revenue cycle management organizations can design department-specific onboarding programs directly from their standard operating procedures to improve consistency, accuracy,and performance. Participants will examine how the process of building structured curricula can reveal misaligned workflows, undocumented workarounds, and process gaps that negatively impact productivity and claim outcomes. 

The session will also address how effective onboarding extends beyond education and into leadership responsibility, particularly for frontline managers who are responsible for reinforcing expectations and supporting struggling employees. Attendees will learn how improving instructional delivery, communication clarity, and organization helps teams adapt when payer rules, systems, and internal processes are constantly changing. In addition, the webinar will highlight how SOP-driven training initiatives often uncover opportunities to streamline tools and systems, reduce reliance on disconnected software, and introduce automation that allows staff to focus on content and decision-making rather than navigating multiple applications. By the end of the session, participants will have a practical framework for using onboarding as both a training strategy and an operational lens to strengthen revenue cycle performance.

Learning Objectives:
Course participants will be able to:

• Identify revenue cycle onboarding and training gaps that indicate misaligned workflows, undocumented processes, or operational risks.
• Describe how designing department-specific onboarding programs from standard operating procedures improves role clarity, consistency, and performance across revenue cycle teams.
• Implement a structured approach to using onboarding development as a method for uncovering process gaps and opportunities for workflow streamlining and automation.

Speaker Bio:
Sabena Miller is a Learning and Development leader specializing in onboarding design, SOP-driven curriculum development, and operational improvement for revenue cycle management organizations. She works with revenue cycle teams to design training programs that not only accelerate new hire readiness,but also surface misaligned workflows, undocumented processes, and operational gaps that impact accuracy and efficiency. Her approach positions training as both an educational and diagnostic tool within the revenue cycle.

Sabena has partnered with executives, managers, team leads, and frontline staff to improve how information is communicated and applied in environments where payer rules, compliance requirements,and internal processes change frequently. She coaches leaders on instructional clarity, effective presentation, and structured communication so expectations are delivered consistently and teams can adapt without disruption. This work supports a culture where frontline managers understand their role as leaders and teachers, equipped to support struggling employees while maintaining performance standards.

Through the development of department-specific curricula built directly from standard operating procedures, Sabena has helped organizations identify process gaps and workflow inefficiencies that often remain hidden in day-to-day operations. These efforts frequently extend beyond training and into operational optimization, where clarified workflows enable automation, system consolidation, and more efficient use of technology.

As part of this work, Sabena has contributed to the creation of automated tools and streamlined systems that reduce reliance on disconnected software platforms and manual tracking methods. By consolidating key resources into a small number of trusted sources, her solutions reduce software-related learning gaps and cognitive overload, allowing teams to focus on content, accuracy, and decision-making rather than navigating multiple applications. This approach improves onboarding, supports ongoing training, and enhances consistency across departments.

Sabena has led onboarding, leadership development, and certification initiatives across multiple revenue cycle departments, including payment posting, appeals, accounts receivable, billing and coding, pre certification, and dispute resolution. Her experience spans operational execution and strategic program design, enabling her to deliver content that resonates equally with executives, managers, and frontline teams.

Her sessions are highly practical and adaptable across formats, offering revenue cycle leaders actionable strategies they can implement immediately to improve communication, efficiency, and performance.