Patient Services Educator - #253179

Title: Patient Services Educator

Department: Administrative

Status: Non-Exempt

Position Classification/Category: Medical

Location: Customer Care Center

Reports To: Patient Access Supervisor

Direct Reports: None

Summary of Position: The Patient Services Educator is responsible for supporting the development and implementation of training for Patient Service Representatives. The Patient Services Educator will help in conducting classroom and on-the-job-training sessions. This role will also provide mentorship and guidance to staff on front desk workflows as well as helping to evaluate training effectiveness. A patient-focused, customer service approach is key and encouraging professionalism and efficient operations among all front desk staff are major components of this role.

Education: Associate degree or comparable experience.

Experience Required: Minimum of (3) three years of experience in medical front office setting. Knowledge of medical terminology, healthcare procedures, and billing practices.

Professional Licensure: None

Certification(s): None Required

Additional Skills Required: Excellent communication, interpersonal, and teaching skills. Ability to work independently and as part of a team. Proficiency in computer software, including electronic health record (EHR) systems.

Additional Skills Preferred: Current and future trends/practice in area of responsibility (registration, scheduling, billing, and positive patient experiences); regulatory and governing standards, policies and procedures; information systems and software used in area of responsibility; equipment used in preforming assigned duties; application of safety and infection control policies and procedures; understanding of payor mix; teambuilding; and interpersonal relationship skills; principles of adult learning and teach methods/models; communication skills; understanding of customer needs and expectations and knowledge of improvement to exceed customer expectations.

Key Responsibilities (10-Core)

• Assist/Support Patient Access Supervisor with PSR Simulation Labs, training and supporting Patient Services Representatives in front office procedures, including patient registration, scheduling, sliding scale, and check-in/check-out processes, with training, coaching/mentoring PSR staff to adhere to established policies/procedures, meet/exceed performance expectations and best practices to include EHR training.
• Assist with building and adjusting provider and resource templates.
• Front Office Shadowing to ensure compliance and efficient workflows.
• Ensure quality customer service, for both internal and external customers, through effective communications, problem-solving, and training of PSR staff. Ensure patient experience standards are met and serve as a point of support for PSR staff.
• Serve as support in Telemedicine and registration data entry projects.
• Conduct one-on-one training with Patient Service Representatives.
• Support new clinic onboarding in both workflows and process training.
• Participate actively in management and staff development meetings to share pertinent information and support organizational priorities to include, co-facilitating quarterly half-day staff development meetings with the revenue cycle department.
• Participates in QI activities in the role of subject matter expert for front office initiatives.
• Fill-in for PSR staff/functions as needed during PTO/other absences and/or new start activities.
• Assist with Annual Competency Checks for PSR staff.
• Assist with Clinic Siding Scale Audits
• Perform other duties as assigned.
  
  

Kintegra Core Requirements

• Patient First – An approach to care that holds primary, the well-being and desires of the patient
• Build not Blame – Focusing first on finding fault with the process rather than the person
• Integrity and Honesty – Fostering an acceptance of openness, honesty, and fairness in words, deeds and the use of organizational resources judiciously for both internal and external customers
• Cooperation and Flexibility – Related to an internal believe that we function as part of an interdependent team with only shared gains or losses thereby committed to assisting whenever possible beyond the prerequisite job description
• Culturally Sensitive – Always working toward increasing one’s ability to understand, communicate with, effectively interact and care for people across cultures, while having an acute awareness of one’s own culture.
• Kintegra Health is a is a community sponsored, family-centered provider of health care, health education and preventive care services without regard to the ability to pay. We screen potential employees to ensure alignment with our core requirements followed by the requisite position skills set. In doing so we need staff committed to this mission who do their best to live and work the characteristics of our core values as we strive to care for ever increasing members of the communities we serve.
  
  

Our Goals Are

• To provide continuing comprehensive and accessible primary care services to individuals and families of all economic levels within the counties we serve.
• To provide primary care services to meet the physical as well as social health needs of individuals and families, promoting health maintenance, providing timely diagnostics, treatment and referral services.
• To emphasize preventive care through patient and community education to help individuals become aware and responsible for their own health behaviors.
• To employ an interdisciplinary team approach in collaboration with other community providers to provide a continuum of appropriate patient/family-oriented care in a cost-effective manner