Summary: The Patient Care Representative Trainer will serve in a leadership capacity by training new and current patient care representatives on the expectations and standards required at Heart of Ohio Family Health. The Patient Care Representative Trainer is expected to be a role model and a resource to other staff and will also perform patient care representative responsibilities based on need and at the direction of the Assistant Site Manager or Site Manager.
Reports to: Assistant Site Manager
Supervises: Yes
Dress Requirement: scrubs or business casual in accordance with Heart of Ohio Family Health's (HOFH) dress code policy
Work Schedule:
Monday through Friday standard business hours
40 hours per week, times are subject to change based on staffing needs.
A primary location will be specified at the interview, but Patient Care Representative Trainers are expected to float between all Heart of Ohio Family Health locations based on organizational need.
Non-Exempt
Job Duties: These are considered essential to the successful performance of this position:
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Onboards and trains new and current patient care representatives to the standards, expectations, and protocols set in HOFH’s Standard Operating Procedures
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Conducts a skills assessment and signs off on the competency of skills and ability to perform all required tasks
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Serves as an example of accountability to peers on clinical competency, patient-centric care, and HOFH’s Mission, Vision, and Values
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Promotes a Culture of Safety by adhering to policy, procedures, and plans that are in place to prevent workplace injury, violence, or adverse outcomes to associates and patients.
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Performs other administrative duties as required
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This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.
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Responsible for training staff in the correct and thorough collection of patient information.
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Training staff on effectively communicating information to patients regarding appointments, documentation to bring, co-payments, etc.
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Train on adherence to departmental policies and procedures, including patient privacy.
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Train in departmental day-to-day front office operations, monitor and prioritize workflow, schedules and efficient patient flow
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Ensure services are in compliance with professional standards, state and federal regulatory requirements.
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Coordinate documentation and training.
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Conduct monthly audits
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Other duties as assigned (non-essential)
Equipment Operated:
Telephone
Computer
Printer
Fax machine
Copier
Other office equipment as assigned
Facility Environment:
Heart of Ohio Family Health operates in multiple locations, in the Columbus, OH area. All facilities have a medical office environment with front-desk reception area, separate patient examination rooms, nursing stations, pharmacy stock room, business offices, hallways and private toilet facilities. All clinical facilities are ADA compliant.
This position’s primary work area is the clinical portion of the facility; ie, patient examination rooms, hallways, and other clinically assigned areas.
The clinical area is:
- kept at a normal working temperature
- sanitized daily
- maintains standard environment furniture with adjustable chairs
- maintains standard office equipment; ie, computer, copier, fax machine, etc. at a normal working height
Physical Demands and Requirements: these may be modified to accurately perform the essential functions of the position:
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Mobility = ability to easily move without assistance
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Bending = occasional bending from the waist and knees
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Reaching = occasional reaching no higher than normal arm stretch
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Lifting/Carry = ability to lift and carry a normal stack of documents and/or files
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Pushing/Pulling = ability to push or pull a normal office environment
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Dexterity = ability to handle and/or grasp, use a keyboard, calculator, and other office equipment accurately and quickly
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Hearing = ability to accurately hear and react to the normal tone of a person’s voice
- Visual = ability to safely and accurately see and react to factors and objects in a normal setting
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Speaking = ability to pronounce words clearly to be understood by another individual
Job Qualifications (Experience, Knowledge, Skills and Abilities)
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Preferred college degree
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Minimum 2 -3 years of experience in customer service, preferably in the medical field
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Preferred experience with EPIC and Dentrix software
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Demonstrates excellent interpersonal skills with people of all social levels and cultures, and the ability to manage patients and families with discretion under conditions of stress
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Ability to work with limited supervision and to make decisions based on established policies and procedures
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Demonstrates a sense of maturity that enables a positive and effective handling of any operational situation
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Quickly make accurate decisions that result in a positive outcome
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Possess a strong work initiative while handling multiple tasks
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Ability to communicate (orally and in writing) in a professional manner
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Ability to work in conjunction with other employees and business associates
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Ability to maintain an established work schedule to ensure dependability, accuracy of work quality, and a harmonious, consistent work environment
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May be assigned other duties as required
