Patient Access Representative Trainer, My Clinics

Under direction of the Rural Health Clinic (RHC) Executive Director, the Patient Access Representative Trainer is responsible for the development and implementation of training modules, to provide training to RHC Patient Access Representatives, to provide remediation training when necessary, and to provide competency information for employee appraisals.  This position will apply different training methodologies to develop patient access best practices, materials, and competency evaluations across all patient access services.  This position will remain apprised of all best practices related to patient access and customer service, to ensure we are providing a concierge patient access service to all RHC patients. 

This position is also responsible for providing exemplary customer service to all incoming patients and visitors, handling telephone calls and collecting information from patients. The Patient Access Representative is responsible for complete and accurate data collection and recording, and communicating and collaborating with the interdisciplinary team so that patient outcomes are achieved.

Essential Duties and Responsibilities:

• Develops training methodologies and materials
• Develops initial and annual competency assessment tools for patient access staff
• Remains apprised of best practices for patient access and customer service
• Assists in development of policies
• Trains, orients and assesses patient access staff to ensure their proficiency in performing their duties
• Completes competency assessments for patient access staff, identifying performance gaps, and providing a training plan to meet individual’s needs
• Provides remedial and updated training to staff as required, based on employee competency evaluations or based on policy/organizational changes 
• Provides input on patient access staff appraisals
• Provides exemplary customer service to all patients, visitors and vendors
• Greets arriving patients in a warm and inviting manner
• Answers phones, screens calls and documents messages in patient cases
• Handles incoming and outgoing mail
• Prepares electronic and written correspondence

• Supports office security by monitoring incoming and outgoing visitors
• Schedules appointments in line with practice protocol
• Obtains and accurately documents medical insurance information
• Verifies medical insurance information on the appropriate insurer portals
• Collects medical insurance co-payments and balances cash drawer at the end of the business day
• Processes medical insurance submissions
• Maintains patient records
• Demonstrates a strong commitment to patient-centered care within an interdisciplinary environment.
• Interacts with patients, families, providers, and other staff in a professional, positive, and respectful manner.
• Consistently demonstrates a positive attitude
• Fosters teamwork by offering assistance to others
• Communicates clearly and effectively with other team members
• Demonstrates clear ownership of the workplace and patient safety
• Reports mistakes, near misses, adverse events and quality and safety concerns
• Participates in the development and implementation of safety and quality improvement activities
• Protects patient confidentiality and abides by all HIPAA and privacy laws
• Other duties as may be assigned

Job Qualification Requirements:

Education: Bachelor’s Degree preferred; Associates Degree required

Licensure/Certification: Certified Revenue Cycle Representative (CRCR) certification encouraged within 1 year of employment.

Experience: Two to three years’ previous experience in employee education/training.   Demonstrated leadership skills, including ability to motivate team, delegate responsibilities, listen to feedback and solve problems in an ever-changing workplace. Excellent organizational skills, i.e., ability to manage time effectively, prioritize tasks, set goals, and implement plans for achieving those goals.  Ability to lead a team and provide coaching and feedback for the team to ensure goals are met and give input on performance assessments.  Must have effective communication and people skills.

Prior receptionist or customer service experience required.  Knowledge in the use of standard office machines and computer software.  Knowledge of Microsoft Office and scheduling software preferred.  Excellent interpersonal skills required.  Previous experience in a medical office is preferred; Knowledge of medical terminology and information a benefit.

Physical Requirements: Frequent sitting and occasional periods of standing/walking.  Occasionally lift up to 20 lbs.