Urgent Care Regional Front Desk Trainer: (RFT)

CRH Healthcare, headquartered in Atlanta, GA, is a patient-focused operator of urgent care centers in Alabama, Georgia, Maryland, and Florida. CRH’s centers are open seven days a week and provide walk-in care for injury, illness, and minor emergencies as well as family care to keep both parents and children healthy. Reporting to the Regional Director of Operations, the Regional Front Desk Trainer is a key contributor to the front desk functions of CRH Healthcare. This is an opportunity to be a member of an ambitious and small-knit team to help further grow one of the fastest-growing healthcare firms in the US.ResponsibilitiesResponsible for training existing staff and new hires on the proper front desk procedures; answering daily, routine questions from regional front desk staff; evaluate performance of regional front desk staff on a daily and annual basis; maintaining consistency of front desk set-up across the region; disseminating any new protocols or insurance changes to regional front desk staff; and follow-up on any billing requests. Leadership Roles: Responsible for training existing staff and new hires on the proper front desk procedures; answering daily, routine questions from regional front desk staff; evaluate performance of regional front desk staff on a daily and annual basis; maintaining consistency of front desk set-up across the region; disseminating any new protocols or insurance changes to regional front desk staff; and follow-up on any billing requests. Ensure all team members are performing duties within their scope as determined by CRH Healthcare. Serve as a resource for front desk staff members. Serve as a resource to cover full/partial shifts for callouts or sudden spikes in volume when available. Maintain positive culture in each assigned center. Enforces all new and ongoing best practices for all front desk staff distributed by Operations, Billing, and Training Departments. Enforces corporate policies and procedures to employees, patients, visitors, government agencies, etc. Assumes leadership role in mentorship and education to the center front desk staff to ensure competency for position responsibilities, professional development, and retention. Check and respond to company email daily.Center Roles Receives new hires and ensures training schedule as per Training Department template. Facilitates appropriate training technique according to new hire certification level. Ensures training materials are in place for new hires. Maintains professional relationships while mentoring less experienced staff. Help build infrastructure and learning programs in coordination with Training Department. Maintains and sends weekly workplan providing written and oral reports/recommendations to the Regional Director of Operations (RDO) concerning the clinical workflow trends and training needs of the center. Conducts chart audits and facilitates staff and center specific training as necessary Serves as a resource to the RDO and RCC in the region. Assist with special projects as needed.Front Desk Roles Facilitate staff and center specific training. Complete skills validation for new hire employees and communicate progress to RDO, Training Department as necessary Ensure new and current staff are adequately trained, informed, and updated on all aspects of front desk operations. Facilitate new and ongoing practices for all front desk staff distributed by Operations, Billing and Training Departments. Identify training needs by evaluating strengths and weaknesses of the new/current employee assigned for training. Reports in oral and written form any variances and outcomes of training to the RDO. Completes training packet as distributed by Training Department to the RDO. Monitors the performance of assigned regional front desk staff daily (e.g., checking the logbook for eligibility issues; red or black X’s). Monitors the readiness of assigned centers for optimal daily operations (ensuring standard set-up protocols are followed, clean copies, all items labeled correctly, awareness of proper door to door time, etc.) Reports any updates or changes that affect the systems to the front desk team, RDO, SRDO, and Training Team. Ensure voicemails from all centers in assigned region have been resolved. Ensure all messages from the Queue have been resolved for the Billing team. Performs other relevant duties as needed by the RDO.Job Qualifications Proof of high school diploma or equivalent. Excellent customer service skills. 2-3 years of CRH front desk experience. Proof of CPR certification. Basic computer skills including familiarity with electronic medical records. Detail oriented with excellent interpersonal communication skills. Ability to accurately read and write medical terminology. Must be willing to learn. Ability to work independently and as part of a team in a high-paced facility Reliable transportation to commute to assigned regional offices. Ability to work all shifts including day, night, and weekend hours as neededCompany Perks And BenefitsOn-the-job TrainingEmployee flat-rate medical services at CRH-affiliated clinicsMedical, Dental, Vision Insurance401(K) MatchFlexible Work SchedulesGenerous PTO PlanEmployee Assistance ProgramComplimentary Financial PlanningCollaborative Work EnvironmentGrowth OpportunitiesAnnual Merit IncreasesEmployee Referral BonusesCRH Healthcare provides a professional work environment, a strong clinical support organization and a highly competitive compensation and benefits package. CRH Healthcare an equal opportunity employer: M/F/D/V