Reception Training & Quality Specialist - CCC

Clinica Sierra Vista•Bakersfield, CA

7d•Hybrid

About The Position

Under the direction of the Associate Director of Clinics or designee, the Reception Training & Quality Specialist serves as the organization's subject matter expert (SME) for front office operations, patient registration, scheduling, insurance verification, customer service, and reception workflows. This position promotes consistency, operational excellence, regulatory compliance, and exceptional patient experiences across assigned health centers through auditing, workflow observation, education, onboarding, coaching, and quality improvement. The Specialist performs front office duties as needed while partnering with Practice Managers and leadership to standardize workflows, improve registration accuracy, reduce denials, and support revenue cycle performance. This role has no direct supervisory responsibilities or makes employment decisions; however, the role provides training, coaching, workflow guidance, and quality feedback to support operational performance.

Requirements

High School Diploma or GED required.
Completion of a Medical Office Administration, Administrative Assisting, Healthcare Administration, Medical Assisting, or related certificate program required.
Minimum three years of healthcare front office/patient access experience.
Minimum two years of registration, scheduling, and insurance verification experience.
Experience training or coaching staff required.

Nice To Haves

Associate's degree preferred
Bachelor's degree highly desirable
Epic experience strongly preferred
FQHC experience preferred
Certified Medical Administrative Assistant (CMAA)
Certified Administrative Professional (CAP)
Nationally Certified Medical Office Assistant (NCMOA)
Certified Medical Assistant (CMA) or Registered Medical Assistant (RMA)
Certified Healthcare Access Associate (CHAA)
Certified Revenue Cycle Representative (CRCR)
Epic registration/scheduling credential or equivalent

Responsibilities

Perform Receptionist duties as needed to support clinic operations.
Conduct routine and random registration audits utilizing organizational audit tools.
Observe front office workflows and provide real-time coaching.
Develop and maintain onboarding programs, competency checklists, tip sheets, and workflow guides.
Train newly hired reception staff and provide refresher education.
Educate staff on Epic workflows, insurance verification, scheduling standards, customer service, HIPAA, and organizational policies.
Review registration accuracy, demographics, guarantors, subscribers, insurance eligibility, consents, scanning, MyChart enrollment, and scheduling compliance.
Monitor registration work queues and denial trends; recommend workflow improvements.
Supports clinic openings, and operational initiatives.
Develop monthly audit reports, training reports, workflow compliance reports, and operational dashboards for review by Practice Managers and leadership to support corrective action planning and workflow improvement.
Partner with Revenue Cycle, Epic, Compliance, IT, and clinic leadership to identify trends, address workflow gaps, and support timely escalation of compliance or operational concerns.
Travel between assigned clinics to provide operational support.
Perform additional duties as assigned.
Champion exceptional patient experience and professional communication.
Train reception staff on service recovery, de-escalation, and patient engagement.
Reinforce standardized scripting and front office expectations.
Maintain compliance with HIPAA, CMS, DHCS, HRSA, Joint Commission, payer requirements, and Clinica Sierra Vista policies.
Maintain advanced knowledge of Medicare, Medi-Cal, Managed Care, Commercial Insurance, Family PACT, Every Woman Counts (EWC), BCCTP, CHDP, Presumptive Eligibility, and newborn registration workflows.
Protect confidential patient and organizational information and reinforce accurate patient information handling, documentation standards, and timely reporting of potential compliance concerns.