PSR Training Lead (North/Cumming Tribble Rd)

WellStreet • Cumming, GA

1d • Onsite

About The Position

Patient Service Representative - Training Lead Piedmont Urgent Care - Delivering Quality Care with Purpose Are you a friendly, detail-oriented professional who thrives in a fast-paced environment? Join Piedmont Urgent Care as a Patient Service Representative (PSR) and be the first point of contact in providing a welcoming and efficient patient experience. Your role is essential in ensuring seamless front-office operations while making a meaningful impact on those we serve. As a Patient Service Representative Training Lead, along with performing daily operational tasks and patient service representative duties as needed, the Training Lead will serve as the primary in-center resource for training and development. You will actively participate as a key member of the in-center leadership team, mentoring, orienting, and training new staff, while ensuring compliance with WellStreet policies and regulatory requirements. Why You'll Love Working Here: LIFE-Work Balance & Flexible Schedule: Full-time (3-day/12-hour shifts, 8 AM - 8 PM) – No overnight shifts, so you can prioritize both your career and personal life! Competitive Pay & Benefits: Medical, Dental, Vision, Prescription, Pet Insurance & more Paid Time Off & Holidays: Recharge and take care of yourself 401K with Company Match: Plan for your future Professional Growth: Certification reimbursement, leadership opportunities & professional development Wellness Support: Employee Assistance Program (EAP) & Wellness Initiatives Essential Functions: Expertise in Patient Service Representative functions Apply a variety of training methodologies, techniques, and learning tools to effectively educate staff Conduct online and conference call training sessions for offsite employees Monitor, assess and report on the effectiveness of education and training programs Foster a positive, professional, and engaging learning environment to ensure group/individual trainee involvement and retention Key Responsibilities: Training & Development: Provide ongoing training and development for patient service representatives (PSRs) during the new hire orientation period. Feedback & Communication: Communicate concerns and feedback in a supportive manner, ensuring alignment with WellStreet’s mission and values. Collaboration: Work closely with the Practice Manager and training team to maintain consistent and high-quality training processes. On-Site Training: Coordinate with the Training Coordinator and Training Manager to assist with on-site training experiences for staff. Competency Evaluation: Conduct individual PSR competency evaluations at hire and annually to ensure consistent performance standards. Skills Remediation: Facilitate skills remediation efforts for PSRs, as necessary, to ensure optimal performance. Documentation: Maintain accurate documentation of NEO training and other training-related activities. Chart Audits: Assist with chart audits when requested to ensure proper documentation and compliance. Mentoring & Orientation: Mentor and orient new PSRs, providing guidance and support as they integrate into the team. EMR Knowledge: Maintain a high level of working knowledge of all aspects of the EMR, collaborating with team members to ensure best practices and compliance. Training Compliance: Ensure all site team members receive adequate training for their assigned roles and escalate any issues to the site Practice Manager or training team. Additional Duties: Perform other duties as assigned to support the overall success of the clinic. Travel Requirement: Support staffing and operational needs by traveling to other Piedmont Urgent Care locations as required. Skills Proficiency & Knowledge: Demonstrate the standard for skills proficiency and knowledge regarding Standard Operating Policies and Procedures. Confidentiality & Discretion: Handle confidential and sensitive information with the utmost discretion, ensuring secure management of all information. At Piedmont Urgent Care, we believe in kindness, excellence, empowerment, resilience, and proactive service. If you’re looking for a career where your contributions truly matter, apply today and be part of something bigger!

Requirements

• Minimum of 2 years of medical office experience (urgent care or ER a plus)
• Experience using Electronic Medical Records (EMR) software, EPIC preferred
• Ability to work 12-hour shifts, weekends, and holidays
• A positive, proactive approach to patient care and collaboration
• Candidates with equivalent knowledge, skills, abilities, education, and experience may be considered for the role
• Excellent communication and interpersonal skills, with the ability to effectively interact with employers, patients, providers, and colleagues
• Strong customer service skills, ensuring a positive experience for all
• Professional and positive attitude in all interactions
• Exceptional organizational and leadership abilities
• High level of accountability, both personally and in directing others
• Solid understanding of clinical operations and workflows

Responsibilities

• Expertise in Patient Service Representative functions
• Apply a variety of training methodologies, techniques, and learning tools to effectively educate staff
• Conduct online and conference call training sessions for offsite employees
• Monitor, assess and report on the effectiveness of education and training programs
• Foster a positive, professional, and engaging learning environment to ensure group/individual trainee involvement and retention
• Provide ongoing training and development for patient service representatives (PSRs) during the new hire orientation period.
• Communicate concerns and feedback in a supportive manner, ensuring alignment with WellStreet’s mission and values.
• Work closely with the Practice Manager and training team to maintain consistent and high-quality training processes.
• Coordinate with the Training Coordinator and Training Manager to assist with on-site training experiences for staff.
• Conduct individual PSR competency evaluations at hire and annually to ensure consistent performance standards.
• Facilitate skills remediation efforts for PSRs, as necessary, to ensure optimal performance.
• Maintain accurate documentation of NEO training and other training-related activities.
• Assist with chart audits when requested to ensure proper documentation and compliance.
• Mentor and orient new PSRs, providing guidance and support as they integrate into the team.
• Maintain a high level of working knowledge of all aspects of the EMR, collaborating with team members to ensure best practices and compliance.
• Ensure all site team members receive adequate training for their assigned roles and escalate any issues to the site Practice Manager or training team.
• Perform other duties as assigned to support the overall success of the clinic.
• Support staffing and operational needs by traveling to other Piedmont Urgent Care locations as required.
• Demonstrate the standard for skills proficiency and knowledge regarding Standard Operating Policies and Procedures.
• Handle confidential and sensitive information with the utmost discretion, ensuring secure management of all information.

Benefits

• Medical, Dental, Vision, Prescription, Pet Insurance & more
• Paid Time Off & Holidays
• 401K with Company Match
• Certification reimbursement, leadership opportunities & professional development
• Employee Assistance Program (EAP) & Wellness Initiatives

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed