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The MA/Nurse Trainer is an experienced Certified Medical Assistant, Licensed Vocational Nurse or Registered Nurse who delivers training of a technical nature to the nursing staff, across all departments and skill levels, in a healthcare clinical environment. Identifies technical training requirements; develops and maintains a technical training plan in support of organizational strategic and immediate operations objectives; creates training presentations, training materials, and job aids; conducts training presentations to groups or one-on-one training in an on-the-job setting and provide feedback from staff to better enhance technical solutions. Encompasses office computer fundamental concepts and usage through advanced electronic healthcare record (EHR) application functionality. Trains clinical skills to MA’s, LVN’s and RN’s per scope of practice. Retains expert-user knowledge and may assist in system/application/clinical support activities.
JOB DUTIES AND RESPONSIBILITIES
- Oversees creation and management of an on-going technical and clinical training program designed to meet organization-wide objectives, including electronic healthcare records (EHR) objectives.
- Creates and maintains the training plan to meet organization, EHR, and Quality Improvement objectives.
- Develops course content and materials for, but not limited to clinical workflows, diagnostic equipment, EHR basic computer skills, general office automation applications, and electronic healthcare record applications, including documentation of operational agreements on how the system will be used (i.e., standardized system usage).
- Provides instruction via classroom, on the job, and web-based applications/seminars.
- Ongoing competency assessment of current staff’s skill level in EHR and clinical skills.
- Works closely with the EHR Programmer to understand EHR application changes and/or new functionality for inclusion into the training curriculum.
- Works closely with IT to streamline templates and build efficient processes that enable consistency, clarity, and compliance.
- Works closely with Director of Clinical Operations, RN to understand clinical changes and /or new nursing process for inclusion into the training curriculum.
- Develop training program and refresher courses for nurses according to scope of practice.
- Establish time and develop schedule for desk-side training.
- Coordinate all policy and procedures changes in coordination with Director of Clinical Operations.
- Participate in proactive team efforts to achieve departmental and company goals.
- Provide leadership to others through example and sharing of knowledge/skill.
- Work with Director of Clinical Operations and Training Manager to develop annual competencies for nursing staff.
KNOWLEDGE, SKILLS, AND ABILITIES
- Ability to work within a time frame and under pressure.
- Ability to communicate with nursing and clinical staff.
- Understand the importance of confidentiality.
- Typing 35 WPM or greater.
EDUCATION & EXPERIENCE
- High school diploma required.
- CMA Certification or higher.
- One-year experience as CMA or LVN or RN.
- Excellent computer skills.
PREFERRED QUALIFICATIONS
- At least six months’ clerical or other work experience in the healthcare field is strongly preferred.
- Medical front office work experience.
The primary function of the Visit Coordinator Lead is to provide supervision, education, direction, accountability, and support to the Visit Coordinators in the assigned department. Specific responsibilities include ensuring accurate completion of appointment scheduling, patient demographics, financial determination, payment collections and charge capture while maintaining an excellent level of customer service. Coordinates all front office functions for the assigned department and works closely with Center Manager in implementation of all responsibilities.
- Maintains a high level of expertise in front office policies, systems, and processes. Supervises performance of Visit Coordinators in day to day operations of the front office.
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Observes Visit Coordinators in performance of daily tasks and educates as necessary.
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Reviews clinician schedules for appropriate scheduling and adherence to department policy.
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Performs evaluation of encounter forms on a daily basis for accuracy and completeness and educates Visit Coordinators in case of error.
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Orients or supervises orientation of new Visit Coordinators.
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Serves as a resource specialist in financial programs and practice management systems.
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Works directly with finance and billing departments in holding employees accountable for missed information.
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Collaborates with Billing Coordinator, other Lead Visit Coordinators, and Center Manager to develop processes and policies to support organization-wide scheduling, financial determination, and payment/charge capture. Runs and audits daily schedule reports of front office.
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Train VC’s how to monitor all VC reports to ensure corrections are made during the day and corrected before shift ends.
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Audits check in and check-out processes i.e. slides, pre-registration etc. for quality performance.
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Monitors VC inboxes and Patient portal tasks.
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Weekly huddles with front office staff for Q & A.
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Cites and exemplifies the mission, vision, and values of SCHC.
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Collaborates with Center Manager in yearly evaluation of Visit Coordinators.
Visit Coordinator Functions
Patient Scheduling and Registration
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Works cooperatively with any triage nurse to ensure that the clinician sees patients as quickly as possible.
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Accurately schedules patients ensuring that schedule reflects appropriate clinician and effective use of clinical hours.
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Monitors no-shows/cancellations for available slots where walk-ins or add-ons can be placed.
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Pre-registers all patients asking and recording answers to all pre-registration questions.
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Checks cancellation lines and revises patient scheduling system accordingly.
Check In
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Greets patients and visitors in a prompt, courteous, and helpful manner.
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Enters all demographic and financial information into the system accurately.
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Performs financial transactions at the time of the visit including collecting all co-payments.
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Assists patients in obtaining records from ROI, including getting appropriate signatures on medical records release forms.
Check Out
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Performs financial transactions at the time of the visit.
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Accurately closes the day and balances cash bag.
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Ensure all patients have been scheduled or placed on recall list when next visit is needed.
Phones
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Answers telephones, handling calls as needed and taking messages when appropriate.
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Maintains appropriate boundaries concerning medical advice, patient triage and priority of communication to clinicians; refers calls to the triage nurse for all issues outside of routine appointments, refill requests or other medical questions/concerns.
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Satellites – Monitor Phones and reports to know which VC’s are logged in and taking calls.
Patient Program Coordination
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Evaluate financial status of all patients.
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Determine patient eligibility for appropriate programs.
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Assist patients with enrollment applications.
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Educate the patient regarding financial responsibility and SCHC policies regarding payment.
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Assist in training as needed.
Health Information Services Duties (Satellite Visit Coordinator)
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Maintenance of patient records in the EMR.
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Accurately pulls and delivers patient paper charts requested by clinical teams, Administration, and other authorized in-house personnel.
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Accurately performs data entry and retrieval on computers as needed, including making appropriate changes in chart activity status and performing chart tracking functions.
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Answers telephone calls for patient chart requests, reports, and additional information needed by authorized personnel.
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Provides assistance to patients and patient representatives with completion of medical records release forms.
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Ensures all front office PHI is discarded into proper PHI bins at the end of the day.
Other Duties
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Ensures all patient packets are up to date and in supply.
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Calls all patients who “no showed” their appointments to reschedule visits.
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Teaches each VC to audit another VC’s Slide Fee forms/charts.
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Assists in ordering office and clinic supplies (break room).
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Communicates frequently with the clinical teams regarding patient requests, scheduling issues or other aspects of duties.
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Effectively maintains and protects the confidentiality of all medical records and patient information.
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Attend provided trainings in order to maintain current knowledge of financial programs.
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Maintain accuracy of patient demographics and financial information in current system.
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Prepares for next day’s clinic.
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Alerts designated person to needed supplies/equipment.
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Reports any safety hazards.
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Keep work and lobby areas tidy.
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Perform other duties as assigned
- Average proficiency using a computer to accomplish work.
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High level of skill in maintaining calm, professional, courteous, and helpful demeanor in times of stress.
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Skill in making appropriate decisions to benefit patients and meet SCHC objectives.
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Ability to prioritize work and complete it on a timely basis with minimal supervision.
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Ability to follow procedures.
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Ability to deal with change and seek out opportunities to effect change to promote patient care.
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Strong customer service approach to problem solving situations.
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Ability to read, write, understand, and spell English and medical terminology correctly.
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Strong math skills.
- High school diploma or above required.
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Ability to read, write, understand, and spell English and medical terminology correctly.
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Strong Computer or keyboarding skills.
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Typing 35+ WPM or higher.
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Excellent people skills and customer service orientation.
- Previous supervisory or management experience.
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College education in Finance or Accounting, or a comparable combination of education and experience.
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Previous experience working in an outpatient clinic or doctor’s office.
SCHC understands the importance of good health for every employee. We offer a comprehensive benefits package to ensure employees and their families receive the optimal in health care coverage, along with options to meet their needs.
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Competitive wages
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Medical insurance
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Dental insurance
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Vision insurance
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403(b) retirement plan with matching employer contribution
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Long-term disability coverage
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Life insurance
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Accidental death and dismemberment insurance
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Supplemental Insurances
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Flexible spending account
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Paid vacation
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Paid sick
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Paid holidays
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Paid CME time and CME allowance
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Employee assistance program
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Jury duty pay
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Bereavement pay
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Prescription discount program
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529 college savings plan
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Educational reimbursement program
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Free telemedicine service for benefit eligible employees
Shasta Community Health Center is an Equal Opportunity Employer
