Reception Training & Quality Specialist - CCC

Clinica Sierra Vista•Bakersfield, CA

21d•$33 - $40

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 for front office operations, patient registration, scheduling, insurance verification, customer service, and reception workflows. The role 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 and partners with Practice Managers and leadership to standardize workflows, improve registration accuracy, reduce denials, and support revenue cycle performance. The role has no direct supervisory responsibilities and does not make employment decisions, but provides training, coaching, workflow guidance, and quality feedback. It works in a healthcare clinic environment and requires regular travel between assigned clinics, with flexibility to support clinic openings, operational initiatives, and urgent workflow needs.

Requirements

High school diploma or GED.
Completion of a Medical Office Administration, Administrative Assisting, Healthcare Administration, Medical Assisting, or related certificate program.
At least three years of healthcare front office or patient access experience.
At least two years of registration, scheduling, and insurance verification experience.
Experience training or coaching staff.
Advanced knowledge of Medicare, Medi-Cal, Managed Care, Commercial Insurance, Family PACT, Every Woman Counts (EWC), BCCTP, CHDP, Presumptive Eligibility, and newborn registration workflows.
Ability to travel regularly between assigned clinics and provide front office support, workflow observation, training, and quality auditing.

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 using 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, and recommend workflow improvements.
Support clinic openings and operational initiatives.
Develop monthly audit, training, and workflow compliance reports, as well as operational dashboards, for 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, workflow observation, training, and quality auditing.
Champion exceptional patient experiences 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.
Protect confidential patient and organizational information and reinforce accurate information handling, documentation standards, and timely reporting of potential compliance concerns.
Perform additional duties as assigned.