Patient Service Representative - Medical Receptionist

Urgent Care Management or Joint Venture Partner•Southgate, MI

About The Position

The Patient Service Representative is responsible for training and developing patient service representatives, supporting onboarding and ongoing competency assessment, and maintaining training documentation. The role delivers training through a variety of methods, including online and conference-call sessions for offsite employees, and monitors the effectiveness of education and training programs. It fosters an engaging, positive, and professional learning environment and works with practice and training teams to provide consistent, high-quality training experiences. The position also supports chart audits when requested, maintains working knowledge of the electronic medical record system, and helps ensure site-level team members are adequately trained for their assigned roles. The job requires handling confidential and sensitive information with discretion and secure information-management practices.

Requirements

Minimum of 2 years of medical office experience.
Experience with electronic health records.
Effective communication and interaction with employers, patients, providers, and colleagues.
Excellent customer service skills.
Professional and positive attitude.
Above-average organizational and leadership skills.
High level of personal accountability and ability to encourage accountability in others.
Working knowledge of clinical operations.

Nice To Haves

Experience with Epic electronic health records.

Responsibilities

Use 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 and training programs.
Create and maintain a positive, professional, vibrant, and engaging learning environment for individual and group trainees.
Provide ongoing training and development for patient service representatives during the new-hire orientation period.
Communicate concerns and feedback supportively and consistently with the organization’s mission and values.
Collaborate with the Practice Manager and training team to provide consistent, high-quality training processes.
Coordinate with the Training Coordinator and Training Manager to assist with on-site training experiences.
Conduct individual patient service representative competency evaluations at hiring and annually.
Maintain new-employee orientation training documentation and accurate training records.
Assist with chart audits when requested.
Mentor and orient new employees.
Maintain working knowledge of all aspects of the electronic medical record system and work with appropriate team members to support best practices and compliance.
Ensure site-level team members have adequate training for their assigned roles and notify the site Practice Manager and/or training team of recognized issues.
Model proficiency and knowledge of Standard Operating Policies and Procedures.
Perform other duties as assigned.
Protect confidential and sensitive information through discretion and secure information management.