CSR Training Lead (Midlands)

WellStreet•West Columbia, SC

6d•Onsite

About The Position

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.

Requirements

Graduate of accredited school
Current certification in applied field
Minimum of 2 years medical office experience
Experience with electronic health records; Epic preferred
Effective communication and interaction with employers, patients, providers, and other colleagues
Excellent customer service skills
Professional/positive attitude
Above average organizational/leadership skills
High level of accountability for self and directs same in others
Working knowledge of clinical operations
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 training methodologies, techniques, concepts, learning tools, and practices
Provide online and conference call training sessions 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

Responsibilities

Perform ongoing training and development for clinical service representatives during new hire orientation period.
Communicate concerns and feedback in a supportive manner consistent with WellStreet’s mission and values.
Work 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.
Conduct individual CSR competency evaluation of at hire as well as annually.
Facilitate skills remediation efforts with CSRs, as needed.
Maintain NEO training documentation.
Maintain accurate documentation of training.
Assist with chart audits when requested.
Mentor and orient new staff.
Maintain high-level working knowledge of all aspects of EMR, interact with appropriate team members to ensure best practices and compliance.
Ensure all site-level team members have adequate training for their assigned role and notify site practice manager and/or training team of any recognized issues.
Serve as site lead for all compliance requirements, including but not limited to: X-ray, Lab, OSHA, Stericycle.
Perform other duties as assigned.
Demonstrate the standard for skills proficiency and knowledge with regards to Standard Operating Policies and Procedures.
Manage confidential and sensitive information, requiring ongoing discretion and secure information management.