Medical Operations Trainer

Overview

Under the direction of the Operations Training Manager, the Medical Operations Trainer performs a variety of duties focused on developing training curriculum, medical reception workflows, and facilitating training sessions. Under general supervision, exercises some discretion and makes routine decisions based on existing guidelines. Frequently interacts with medical receptionists, medical assistants, medical reception supervisors, billing department and leadership.

Responsibilities

Summary of Responsibilities:

• Individual will be highly organized to ensure that all staff trainings are prepared well in advance and all staff are accounted for and properly scheduled in staffing reports.
• Responsible for Training and On-Boarding of the Medical Reception staff
• Develop and implement a Medical Reception, front office training program.
• Develop and maintain documented medical reception training curriculum and workflows, which include phone etiquette and customer service.
• Establish and deliver customer service trainings.
• Responsible for the ongoing training for all Medical Reception staff across locations.
• Evaluate the outcomes of training sessions and maintain records of trainees' progress and achievements
• Attend meetings to learn new training methods and techniques and use the knowledge to prepare and coordinate future training sessions.
• Ability to communicate and distribute training curriculum to enhance delivery of training curriculum
• Work closely with the team to develop and maintain onboarding materials
• Ensure training is effective and expectations are clear regarding co-payment collections.
• Responsible for answering employee questions in an informative and clear manner that promotes learning.
• Setting the highest possible example in conduct, temperament, punctuality, and standards of work.
• Serve as a role model to all staff members, adhering closely to policies and procedures, practicing the highest standards of performance.
• Communicate with Health Center Managers, Medical Reception Supervisors, and Director of Operations to affirm when each trainee has been fully trained and ready to work without the assistance of a trainer.
• Closely monitor and ensure that all dental locations are always staffed adequately.

PERFORMANCE AREA 1: Front Support Operational Responsibilities and Staff Development

• Provides structured training and orientation for all Medical Receptionists
• Responsible for quality improvement activities within the area by coordinating staff training and retraining when processes are modified within the functions of the department.
• Creates, revises and provides input and implements UHC policies as necessary.
• Assumes other responsibilities as directed by the Operations Training Manager and Deputy Chief Operations Officer

PERFORMANCE AREA 1: Medical Operations Coordinator Responsibilities

Collaborates within teams to provide comprehensive training for all new and existing Medical Receptionists ensuring training model is patient-centered and mission-focused. Core competencies include but are not limited to:

• Patient registration
• Scheduling guidelines
• Insurance eligibility
• Time of service copay collections
• Revenue process
• Patient Experience
• Establishes and fosters professional relationships with trainees, allowing them to be active in their learning. Engages in ongoing conversation for quality monitoring and development, providing constructive feedback as needed.
• Is highly competent in understanding the complexities of health insurance plans and the relationship between FQHCs and health plans such as Medicare, Medi-Cal, commercial insurance, self-pay, sliding fee and more.
• Functions as super-user and trains staff on all business applications used by UHC that support the revenue cycle and front-end functions, such as EHR, patient portal, and payment posting.
• Models what an effective Medical Receptionist role is and can effectively complete all tasks on the competency checklists.
• Host training programs to implement best practices for medical receptionist staff for the organization.

PERFORMANCE AREA 2: Customer Service, Quality Improvement, & Staff Development

• Responsible for ensuring that the medical receptionist team exhibits exemplary customer service in both verbal and written encounters by role modeling and coaching staff to performance.
• Supports the quality improvement initiatives of the health centers by participating in process improvement and data collection activities as necessary.
• Responsible for supporting the quality improvement activities within the area by coordinating staff training and retraining when processes are modified within the functions of the dental reception area.
• Supports the work of the area by ensuring that new personnel are acclimated to the work environment and provided role specific training and ongoing development.
• Ensures that staff is directed to and provided opportunities for additional training that support the activities within the area.

PERFORMANCE AREA 3: General Corporate Expectations

• Attends and actively participates in all meetings (e.g., department meetings, program meetings, employee staff meetings) and other activities as required or assigned.
• Attends workshops/seminars as necessary to increase skills and knowledge to provide effective care, treatment, and/or leadership.
• Supports the overall needs of the health center by working flexible or extended hours when necessary.
• Supports the needs of the health center by traveling to other UHC centers when onsite team training is needed.
• Demonstrates awareness of, and compliance with, organizational mission and objective of UHC to provide health care access and support services for all members of the community.
• Other work-related duties as assigned by the Operations Training Manager
• Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally either verbally or in writing.
• Maintains confidentiality and respect for information regarding patients and other team members; abides by UHC Rules of Confidentiality and general HIPAA regulations regarding privacy.
• Displays a positive, professional and respectful demeanor always toward employees, peers, professional contacts, and patients served, maintaining a professional appearance and positive image for the health centers.
• Contributes to the team by promoting positive staff interaction, maintains open communication with other programs/departments.

Qualifications

EDUCATION:

• High School diploma or equivalent is required. Bachelor's degree in business administration, Health Care Administration, or a related field is preferred. Experience in lieu of degree may be applied for this position.

LICENSE/CERTIFICATION:

• Possess a valid Driver''s License

PRIOR EXPERIENCE:

• Minimum 5 years of experience in a Medical Receptionist/Front Office position (in a healthcare or ambulatory care setting preferred).

SKILLS:

• Bilingual Preferred (English/Spanish)
• Able to quickly build and maintain rapport with patients and providers of differing backgrounds, team player
• Customer-service oriented
• Strong computer skills
• Familiar with adult learning and general training techniques
• Prior experience in Registration/Scheduling/Eligibility is required with the ability to articulate understanding of these processes as they relate to the revenue cycle.
• Flexibility and dependability
• Outstanding interpersonal communication skills, both written and verbal required, with excellent public speaking ability in a moderately large group setting.
• Modern office practices and procedures including email.
• Attention to detail and excellent follow-through on work tasks
• Able to handle multiple tasks simultaneously

The hourly wage range that UHC reasonably expects to pay for the position upon hire starts at $27.95 an hour. Our salaries are dependent on knowledge, skills, and experience.

In addition, our comprehensive benefits package for regular status employees includes:

• Medical, Dental, and Vision insurance with low premium cost
• Paid time off and paid holidays
• 401k plan with matching contribution
• Educational Assistance
• Employee discounts and more!