CSR Training Lead

6 days ago

West Columbia, South Carolina, United States WellStreet Urgent Care Full time

Position Summary
In addition to performing daily operational procedures and clinical service representative responsibilities as needed, the Training Lead serves as the primary, in-center training and development resource for all center staff by supporting and participating as an active member of the in-center leadership team. Mentors, orients, and trains new staff members. Assures staff compliance with WellStreet policies and regulatory requirements.

Qualifications
(Candidates may be considered in the case of equivalent knowledge, skills, abilities, education, and experience.)

  • Graduate of accredited school
  • Current certification in applied field
  • Minimum of 2 years medical office experience
  • Experience with electronic health records; Epic preferred

Job-related Skills/Competencies

  • Demonstrates effective communication and interaction with employers, patients, providers, and other colleagues
  • Demonstrates excellent customer service skills
  • Demonstrates professional/positive attitude
  • Demonstrates above average organizational/leadership skills
  • Demonstrates a high level of accountability for self and directs same in others
  • Demonstrates working knowledge of clinical operations

Essential Functions

  • Has expertise in clinical service representative functions, including: patient triage (taking of vital signs and accurate/detailed medical history), specimen collection, point-of-care testing, EKG, dressing changes, medication administration and dispensing, immunization administration, performing radiology procedures, and documentation of care in an electronic health record
  • Utilize a variety of the training methodologies, techniques, concepts, learning tools, and practices
  • Provide online and conference call training session for offsite employees
  • Monitor and report on the effectiveness of education/training programs
  • Create and maintain a positive, professional, vibrant and entertaining learning environment in order to engage group and individual trainees

Lead Responsibilities

  • Performs on-going training and development for clinical service representatives during new hire orientation period.
  • Communicates concerns and feedback in a in a supportive manner consistent with WellStreet's mission and values.
  • Works collaboratively with Practice Manager and training team to provide consistent and high-quality training processes.
  • Coordinate with Training Coordinator and Training Manager to assist with on-site training experiences.
  • Conducts individual CSR competency evaluation of at hire as well as annually.
  • Facilitate skills remediation efforts with CSRs, as needed.
  • Maintains NEO training documentation.
  • Maintains accurate documentation of training.
  • Assist with chart audits when requested.
  • Mentors and orients new
  • Maintains high level working knowledge of all aspects of EMR, interacts with the appropriate team members to ensure best practices and complianc
  • Ensures all site level team members have adequate training for their assigned role and notifies site practice manager and/or training team of any recognized issues.
  • Site lead for all compliance requirements, including but not limited to: X-ray, Lab, OSHA, Stericycle
  • Performs other duties as assigned

Must demonstrate as the standard for skills proficiency and knowledge with regards to Standard Operating Policies and Procedures. This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management.

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