Department : Administration

Position : Clinical Operations PSR Trainer

Employee Category : Non-exempt

Reporting Relationship : Clinical Operations PSR Training Supervisor

Character Core Traits:

• Availability - Making my schedule and priorities secondary to the needs of those I serve.
• Dependability - Fulfilling what I consented to do, even if it means unexpected sacrifice.
• Initiative - Recognizing and doing what needs to be done before I am asked to do it.

• Enthusiasm - Expressing my joy in each task as I give it my best effort.
• Patience - Accepting a difficult situation without giving a deadline to remove it.
• Punctuality - Showing esteem for others by doing the right thing at the right time.

Summary of Duties and Responsibilities:

The Clinical Operations PSR Trainer ensures the standardization of all PSR workflows across the health center under the direction of the Clinical Operations PSR Training Supervisor. This position is responsible for facilitating PSR training development and coordinating initial and recurring training with Practice Supervisors/Administrators at each site. The Clinical Operations PSR Trainer supports the development and implementation of programs, policies, procedures, and process improvements in collaboration with the Clinical Operations Training Supervisor and Practice Administrator. The key focus for the Clinical Operations PSR Trainer is to support the health center's initiatives of quality improvement, productivity goals, DPI, and transition to value-based care. Decision-making responsibilities are expected.

Primary Duties and Responsibilities :

Facilitates PSR training development and ensures it is standardized, timely and effective. Serves as focal point for medical staff in all PSR workflows.

Coordinates PSR training to support PSR training needs and address skill gaps. Partners with PSR preceptors to support follow-up training as needed.

Maintains open communication with Providers, PSRs, Practice Supervisors, and Billing to troubleshoot situations that may arise between the health center, support staff, and patients. Provides feedback to the Practice Administrator.

Conducts training audits of PSR staff quarterly and partners with Billing trainer to ensure effectiveness of support staff and overall training program.

Attends quarterly training meetings with MA/PSR Training Superivosrs, CSMA trainers, Practice Supervisors, and PSR/MA Preceptors to discuss trends, gaps, and develop courses of action.

Contributes as a subject matter expert in team huddles to provide workflow or training observations.

Supports and maintains Variety Care personnel, finance, and safety policies and procedures.

Fosters an atmosphere within the department that promotes quality service to Variety Care patients and internal customers through active listening, attention to accuracy and personal responsibility for business outcomes.

Trouble-shoot day to day work-related or staffing issues and provides back-up for all support staff position reporting to the Practice Administrator in emergencies.

Supports Variety Care's accreditation as a Patient-Centered Medical Home and our commitment to provide care to all Variety patients that is Safe, Effective, Patient-Centered, Timely, Efficient, and Equitable. Provides leadership and work with all staff to achieve the goals of the "Triple Aim" of healthcare reform-to improve the experience of care, improve health outcomes, and decrease healthcare costs.

Embodies the strength of personal character. Places value on being an open and honest communicator who displays high moral and ethical conduct, integrity, adaptability, and sound judgment. Must be a leader in the department and community. Result-oriented problem solver who is responsible and accountable.

Performs other duties as assigned.

Requirements, Special Skills or Knowledge:

A high school diploma or GED.

Legible handwriting.

Basic mathematical skills.

Basic computer skills. Ability to use or willing to learn to expertly use electronic health records software.

Experience as a Patient Service Representative in multiple service lines (Family Medicine, Pediatrics, Women's Health, Dental)

Experience maintaining and handling the confidentiality of patient and staff information.

Experience interacting and communicating effectively with individuals at various levels both inside and outside the organization, often in sensitive situations.

Experience withstanding varying job pressures.

Experience organizing and prioritizing related tasks.

Experience working in an active, multifaceted, and sometimes stressful environment.

Preferred Skills or Knowledge:

Bachelor's degree or two (2) years of teaching or instructing role.

Healthcare certifications or licenses.

Two or more years of clerical experience.

Two or more years of customer service experience.

One or more years of billing experience.

Experience communicating with patients and staff.

Experience working with difficult patients from time to time.

Bilingual (English/Spanish).

ADA Requirements :

Must be able to lift 25 pounds.

Ability to assist patients on to and off exam table/chair when asked or directed.

Ability to sit, walk, bend, lift, and remain on feet for extended periods of time