Support Services - Trainer

Wheaton Eye Clinic LTD•Wheaton, IL

8d•$19 - $21•Hybrid

About The Position

Founded over 80 years ago, the Wheaton Eye Clinic is a nationally recognized multi-subspecialty ophthalmology practice that spans the western suburbs of Chicago and is the largest independent ophthalmology clinic in the Midwest. We pride ourselves on serving the community both as a caring eye care provider and as a reputable employer. Our offices are located in Wheaton, Naperville, Hinsdale, Saint Charles, Bartlett, and Plainfield and an ophthalmology-specific ambulatory surgery center at the main office in Wheaton. We have both Ophthalmologists and Optometrists in every ophthalmic subspecialty are highly respected in the region and have superb relationships with referring colleagues and health systems. Patients travel to Wheaton Eye Clinic from throughout Northern Illinois, as well as from across the United States. Our referring physicians locally, across the United States, and from many international countries, send their patients to Wheaton Eye Clinic because of its unwavering reputation for exceptional patient care. More than 170,000 patient visits occur each year. Our mission at Wheaton Eye Clinic is to provide comprehensive eye care services of the highest quality and value. This dedication to excellence is founded on how we strive to surpass each patient’s expectations in the delivery of competent, timely, and compassionate eye care.

Requirements

Education: High school graduate or equivalent
Excellent customer service skills and ability to resolve basic customer service issues and/or escalate to Manager as needed.
Ability to work effectively with a diverse population/cultural differences.
Ability to adapt and work in a fast-paced, changing environment.
The candidate must be computer literate and skilled in Office Windows applications (Word, Excel, etc.).

Responsibilities

Facilitate training for new and established Support Services Representatives
Provide group and individualized instruction to ensure staff proficiency with required applications and related workflows
Available to assist with scheduling questions
Weekly reports assigned by Support Manager
Provide continued training for all staff on new and existing workflows
Provide onsite shadowing for new employees as required
Report individuals’ progress to Support Services Manager and identify additional training needs
Maintain knowledge of changes in policies, procedures, regulations, and workflows as they relate to training and work with Support Services Manager to update training materials as necessary
Develop strong relationships with clinic staff to facilitate communication and feedback
Communicate effectively with Support Services Manager regarding any concerns with current workflows and offer suggestions for solutions
Conduct training sessions to deploy new processes and review established protocols as necessary
Reinforce HIPAA training as it relates to electronic health information, demographics, and billing
Serve as weekly backup for the authorizations, laser, and procedure work queues during staff time off or absences
Assist with front desk, scheduling, registration, call center, and other Support Services functions as needed to support departmental operations and patient care
Provide operational support during staffing shortages, high patient volume, workflow interruptions, employee absences, or departmental downtime
Participate in cross-training initiatives and maintain competency in applicable departmental workflows and systems
Maintain confidentiality of patient, employee, and organizational information in accordance with HIPAA and organizational policies
Demonstrate reliable attendance and punctuality consistent with departmental expectations