Full Time Customer Service Trainer

ImageCare Radiology is looking to hire a Customer Service Trainer to work across all silos.

SCHEDULE

Monday - Friday, 9:00am - 5:30pm, with routine travel between our NJ sites.

GENERAL DESCRIPTION OF POSITION
Train staff on our system's optimal customer service workflows, including proper formal
company greetings, ImageCare scheduling practices, EMR workflows, office dynamic
procedures, and professionalism. Assist with incoming and internal telephone calls from
patients, physicians, coworkers, representatives,s and the general public. Schedule patient
appointments for tests with other professionals. Report training efforts and feedback to
supervisors in formal reports. Remediate staff as deemed necessary in collaboration with
practice managers regarding front desk optimal workflow efforts.
This position requires ongoing travel and training throughout the system silos.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Train staff continuously throughout the system on proper professionalism standards
  and expectations, soft skills, and technical skills.
• Remediate staff as necessary to meet established metrics and system goals
• Report on each silo’s standings, staff performance, and efforts being made.
• Review staff productivity reports and manage training accordingly. (IE worklists in
  EMR, phone distribution statistics etc)
• Ensure proper Covid-19 procedures are being followed at the front desk- including the
  triaging of patients, sign-offs on COVID-19 manual acknowledging procedure,s and
  maintaining safe patient distances in the waiting rooms.
• Assist and train on maintaining proper patient flow in the facilities, move patients to
  sub-waiting stations when appropriate and maintain proper patient volumes in the
  office.
• Mediate and coordinate training schedules for staff,f including virtual options for
  training.
• Create dedicated 5-10 min training videos for front desk staff.
• Assist and train in answering incoming and internal phone calls and taking messages.
• Assist and train in scheduling appointments for specific modalities. Confirmation of
  patient appointments via phone calls.
• Assist and train on patients and visitors with directions and answering questions.
• Assist and train on gathering insurance information, verifying and copying cards, changing address information from patients and/or family members, and referral
• documentation.
• Assist and train to facilitate patient flow by notifying the tech of patient arrival, being
  aware of delays and communicating with patients and clinical staff

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty
mentioned satisfactorily. The requirements listed below represent the
knowledge, skill, and/or ability required.

EDUCATION AND EXPERIENCE
Mental alertness and adaptability to office and field area work routines. Equivalent to four
years of high school plus 6 months of related experience or training. Or equivalent combination
of education and experience.

COMMUNICATION SKILLS
Ability to effectively communicate information and respond to questions in person-to-
person and small group situations with customers, clients, the general public, and other
employees of the organization.

BENEFITS

• Medical, dental, and vision insurance
• Healthcare and Dependent Care FSA
• 401(k) with company match
• Flexible PTO

COMMUTE (REQUIRED)

The Customer Service Trainer will be asked to travel between all ImageCare Radiology Sites.

Flu Vaccination Requirement: It is ImageCare's Company Policy that all personnel must be vaccinated with the yearly flu shot.

ImageCare Centers provided the following inclusive hiring information:

We are an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.