Reception Training & Quality Specialist - CCC

Clinica Sierra Vista•Bakersfield, CA

20d•Onsite

About The Position

Clinica Sierra Vista is seeking a Reception Training & Quality Specialist to serve as the organization’s subject matter expert for front office operations, patient registration, scheduling, insurance verification, customer service, and reception workflows. Under the direction of the Associate Director of Clinics or designee, this 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 position has no direct supervisory responsibilities and does not make employment decisions, but provides training, coaching, workflow guidance, and quality feedback. The role is based in a healthcare clinic environment and requires regular travel between assigned clinics to provide front office support, workflow observation, training, and quality auditing. Flexibility may be needed to support clinic openings, operational initiatives, and urgent workflow needs. The position maintains compliance with HIPAA, CMS, DHCS, HRSA, Joint Commission, payer requirements, and Clinica Sierra Vista policies, while protecting confidential patient and organizational information. Clinica Sierra Vista describes itself as a large Federally Qualified Health Center serving communities across cultural and economic backgrounds. The organization emphasizes patient-centered care, inclusion, respect, equality, and diversity.

Requirements

High school diploma or GED.
Completion of a certificate program in Medical Office Administration, Administrative Assisting, Healthcare Administration, Medical Assisting, or a related field.
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.
Ability to travel regularly between assigned clinics.

Nice To Haves

Associate’s degree preferred; bachelor’s degree highly desirable.
Epic experience strongly preferred.
FQHC experience preferred.
Preferred certifications: Certified Medical Administrative Assistant (CMAA), Certified Administrative Professional (CAP), Nationally Certified Medical Office Assistant (NCMOA), Certified Medical Assistant (CMA), Registered Medical Assistant (RMA), Certified Healthcare Access Associate (CHAA), Certified Revenue Cycle Representative (CRCR), or an 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, including 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, along with 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.
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.
Perform additional duties as assigned.