CSR Training Lead (Midlands)

Prisma Health Urgent Care

7d•Onsite

About The Position

The Training Lead serves as the primary, in-center training and development resource for all center staff. They support and participate as an active member of the in-center leadership team, mentoring, orienting, and training new staff members. The role ensures staff compliance with WellStreet policies and regulatory requirements, while also performing daily operational procedures and clinical service representative responsibilities as needed.

Requirements

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

Responsibilities

Perform on-going 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 the 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.
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 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.