Front Desk Coordinator Training Lead

: Job Summary : Delivers standardized training to new Patient Scheduling Coordinator hires and current staff according to the Scope of Service for Patient Registration. Responsible for training Patient Scheduling Coordinators across Physician Services to ensure customer focused, efficient, and professional patient registration. Will cross train to all functions of Patient Access. Floats as a Patient Scheduling Coordinator as needed at the direction of the Clinical Operations Managers. Responsible for all functions related to admission of Clinic patients, including initial financial counseling for patients. Responsible for cashier functions. Delivers services according to the Scope of Service for Patient Registration. Responsible for providing customer focused, efficient, and professional patient registration. Updates existing patient system information to ensure accuracy of demographic and insurance data. Obtains pre-authorization when needed from payer. Communicates co-pays and deductibles to patients. Receives receipts and deposits cash, checks and charge cards. Responsible for collection of cash at time of services when warranted. Will cross train to all functions of Patient Access. Essential Functions: 1. Training new Patient Scheduling Coordinator hires

• Coordinates initial training for new hire Patient Scheduling Coordinators for Urgent Care, Primary Care, and Specialty clinics.
• Provides standardized training plans at an individualized pace to ensure PSCs growth in competencies and ability to meet role expectations

2. Training to Current Staff

• Provides progressive growth to current Patient Scheduling Coordinators
• Retrains Patient Scheduling Coordinators needing additional support to meet expectations
• Collaborate with Clinic Operation Managers disseminate organizational changes to the full time, part time, and pool Patient Scheduling Coordinators staff.
• Support Frond Desk Operation specialists initiatives for cultural competency, de-escalation, and other patient-care skills trainings

3. Float Coverage

• Floats as highly competent Patient Scheduling Coordinator to provide coverage and additional support to Urgent Care, Primary Care, and Specialty clinics as needed.

4. Other Duties/Responsibilities

• Demonstrates ability to communicate effectively (professionally and with tact) with all contacts, especially through difficult situations.
• Demonstrates the ability to multi-task efficiently.
• Demonstrates the ability to research information as needed.
• Performs other duties as assigned by the supervisor/manager and completes other tasks as assigned.

Job Requirements Minimum Education Preferred: High school diploma or equivalent (GED certificate) or Associates degree M inimum Work Experience Required : Medical office experience necessary. Computer experience necessary. Ability to problem solve difficult situations. Able to adjust to different schedules and different clinics. Excellent communication, interpersonal, training skills required. Preferred: Experience with De-escalation skills and cultural competency training. Experience with insurance billing or medical admitting/cashiering. Prio SJH Clinic experience preferred. Functional Demands Working Conditions: Clinic office settings. Frequent interruptions and stressful situations. Physical Requirements: 90% of the shift sitting at a computer. 75-90% of the shift sitting at a desk. Intermittent standing and walking. Ability to push, pull, bend and reach. Ability to lift 20 pounds. Direct Reports: NA Reports to: Clinic Operations Manager Urgent Care Internal and External Contacts: All SJH staff, community members, patients and their families, community and public service agencies, allied health professionals, physicians. Leadership Capabilities 1. Organization

• Concentrates his/her efforts on the more important priorities
• Plans and adapts tasks with long-term vision
• Can multi-task training multiple people at a time

2. Communication

• Excellent written and verbal communication skills
• Ability to share complex information simply
• Confident, articulate, and professional speaking abilities
• Empathic listener

3.Initiative

• Doesnt wait for others to tell him/her what to do; sees a problem or opportunity and immediately starts moving to address it
• Finds his/her own motivation for completing work and accomplishing goals

4.Flexibility

• Able to adapt to the department duties for that day
• Able to maintain positive attitude when situations are unexpected or changing

• Concentrates his/her efforts on the more important priorities
• Maintains balance when the unexpected happens

5. Trust

• Is dedicated to meeting the expectations and requirements of patients and staff
• Gets firsthand feedback and uses it for improvements
• Establishes and maintains effective relationships with staff and gains their trust and respect