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Patient Services Rep Trainer

1 month ago

Cleveland, United States University Hospitals Urgent Care by Well Full time
Job DescriptionJob Description
  • Most likely 5 days a week, 8-hour shifts
  • Willing to travel regularly
  • Training of new hires/team leads in each location
  • Re-train in areas deemed necessary by clinical leaders
  • Build training material to be pushed out to all CSR/PSR in the market
  • Lead training sessions in a group in-person setting
  • Lead market wide teams calls if needed to regularly update CSR/PSR team members on items regarding training

ESSENTIAL DUTIES & RESPONSIBILITIES

The Front Office Trainers are responsible for assessing educational needs, develop programs and train all Front Office staff. In addition to performing various administrative duties, the Front Office Trainers are responsible for accurate patient registration, insurance verification, collection of patient responsibilities and excellent customer service in accordance with WellStreet policies, practices, and procedures. The Front Office Trainers will float between more than one clinic, providing support and direction for each of the clinics. The Front Office Trainers also generate reports and performs audits on the Front Office Trainer functions to maximize learning opportunities.

JOB-RELATED SKILLS/COMPETENCIES

· Train all new front office employees on position procedures, systems/applications, and WellStreet processes in both classroom & in clinics.

· Monitor new employees once they have moved from one-on-one training to ensure they are comfortable with assigned work.

· Plans, develops, and implements the curriculum and educational programs. Promotes programs that encourages participation

· Gathers and makes available appropriate educational resources (e.g., books, dvds, and computer aids) for professional development and personal use

· Update all training materials with the most current changes to ensure uniform training materials and outcomes

· Consults with managers, staff, and other departments on developmental needs for Front Staff

· Discuss opportunities for improvement found through the auditing process with managers and employees as necessary

· Audit current employee charts to see if an employee needs help in an area (insurance, registration, etc.)

· Train new and existing employees in an organized and timely manner using classroom and clinic trainings

· Communicate with the Billing Department and Corporate on any changes made to the training schedules

· Work with a team of employees to make adequate decisions and updates

· Listen to employees’ comments and concerns; address any problems and find a solution

· Keep organized notes and records on employee progress

· Update all Coordinators on employee completions or progress

· Excellent customer service skills

· Well organized and able to function in a fast-paced high-volume environment

· Perform office procedures including all general administrative duties

· Conduct business in a service-oriented manner that is attentive, cooperative, sensitive, respectful, and kind with dealing with patients, visitors, the public and all colleagues

· Energetic team player

QUALIFICATIONS

· Must currently be in good standing with WellStreet Urgent Care

· Excels in the role of Patient Service Representative (PSR)

· Extensive knowledge of front office policies and standards.

· Be flexible on off-days to answer phone calls from employees who have questions regarding front office tasks & answer phone calls & emails from management regarding training sessions, schedule changes & material updates

Physical requirements

• Occasionally required to sit, walk, reach with hands and arms.

• Finger dexterity and hand coordination required.

• Occasionally required to lift moderate weights (20-40 pounds)

• Specific vision abilities required for this job include close vision, distance vision, ability to adjust or focus.