Medical Receptionist Trainer

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POSITION SUMMARY

The Medical Receptionist Trainer position is the subject matter expert on all aspects of medical receptionist and patient scheduler work and is responsible for the training of all the Medical Receptionist staff and call center scheduling staff serving in the ambulatory care centers. The primary responsibilities include the development and maintenance of training materials and programs, training/retraining, development, and education of existing and new staff for all Ambulatory sites. The training includes but is not limited to patient level functions of scheduling appointments, eligibility, check-in, registration, check-out, and compliance with collecting annual consent forms. The Medical Receptionist Trainer will train staff on customer service interaction standards that include welcoming, greetings, telephone etiquette, and dismissing patients. The goals of the position include strong revenue cycle performance influenced by medical receptionists and schedulers at the front end of the revenue cycle, high-quality customer service interactions, and provider schedule management. This role also requires close coordination of training schedules for staff with the Health Information Technology team to ensure consistency and alignment across departments.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Functions as a partner to Site Administrators, staff, providers, and others in the organization by demonstrating strong internal and external customer service skills, quality service, a caring demeanor and a drive to provide outstanding customer experience.
2. Develop and maintain training materials for all aspects of medical receptionist and scheduler functions that include but are not limited to, patient level functions such as scheduling appointments, pre-visit planning, eligibility, check-in, registration, check-out, and compliance with collecting annual consent forms.
3. Provide onboarding, annual, ad-hoc and remedial training for staff in front office processes at all sites.
4. Provide training to staff on high-quality customer service interactions and standards to improve patient experience that includes effective time management, patient tracking, and cycle times.
5. Collaborate with other training teams for back office and health information technology to onboard new staff members, update existing staff training, and work with improving staff performance to evaluate programs and adjust materials as necessary.
6. Monitor on-going performance of medical receptionist and scheduling staff to identify opportunities for improvement using available dashboards and revenue cycle data to improve accuracy through sharing of data, listening sessions and apply process improvement methodologies in partnership with Site Administrators.
7. Inform and monitor staff regarding policies and procedures for over-the-counter cash and credit card collections, daily/weekly/monthly cash bag reconciliation, and daily deposits in partnership with the Site Administrators.
8. In partnership with Site Administrators, the Ambulatory Medical Receptionist Trainer will monitor and measure the performance of existing staff and provide regular reporting to leadership.
9. Provide the necessary tools for staff to support effective learning and measures performance to meet KPIs.
10. Coaches staff to be self-led, coachable and always provides a positive example, especially when training and providing guidance.
11. May be required to fill in as a medical receptionist in times of severe staff shortages, at any site.
12. Responds to emergencies and notifies management as needed.
13. Protects patients' rights by maintaining the confidentiality of personal and financial information and communicates effectively to maintain patient privacy in all modes of communication.
14. Adheres to operational standards by following policies and procedures; and reporting needed changes to management
15. Other duties as assigned by management in support of clinical operations and revenue integrity.

POSITION REQUIREMENTS

1. Education
   • High School diploma, GED, or equivalent required.
   • Associate's degree in health sciences preferred.

B. Qualifications/Experience

• Minimum of three (3) years of experience working in a medical front office. A combination of education and experience will be considered at management's discretion.
• Experience as a lead or trainer in a medical setting preferred.

C. Special Skills/Knowledge

• Ability to maintain a professional and patient care-oriented attitude. Must be able to multitask multiple projects, requires team building, team culture, and being a team player.
• High fluency in Spanish, written and verbal at a conversational level preferred.
• Excellent customer service skills, effective leadership, writing skills, ability to mentor and coach effectively, strong and proven efficiency at multi-tasking various front office job duties, developing trainings and educational projects, flexibility in going to different clinic locations, social skills, communication skills, problem-solving skills, time management, organizational skills, attention to detail, professionalism, and quality focus.

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