Earn a sign-on bonus (up to $1,000) when you join our team as a Patient Services Lead!
Title: Training & Patient Experience Lead
Location: Family Health Associates
City: Bellingham, WA
Position: Full-time, Monday-Friday, 8:00am 5:00pm, non-exempt (hourly)
Compensation: The full wage scale is $20.05 - $27.80 per hour. Placement within the wage range is determined by the candidate's relevant experience.
Bonus: Candidates are eligible to receive a sign-on bonus of $1,000 when accepting a full-time position (0.75 - 1.0 FTE) or $500 when accepting a part-time position (0.5 - 0.74 FTE)(Subject to payback clause). Additionally, employees are eligible annually to participate in discretionary bonus programs, as determined by FCN.
Job Summary: The Training & Patient Experience Lead will help support staff training and patient experience. This role will work collaboratively under and with the Patient Services Supervisor, as a peer with co-workers, to provide support and understanding with: MyChart navigation for patients and staff, assist with Proxy access and understanding, questions, and workflow processes, develop and implement collaborative efforts for training; empowering the team to integrate and grow their skills to help ensure high-level efficiency in the areas of front desk workflows and EPIC navigation and utilization. This role will support the training and onboarding of new PSR staff, work on continuing education and skill growth with existing staff, help streamline daily workflows while supporting staff and patient needs and seeks out opportunities that will benefit the clinic and positively impact the patient care experience.
- Communicate effectively.
- Provide excellent customer service.
- Assist with staff scheduling as directed by leadership team.
- Participate in leadership meetings.
- Work in collaboration with leadership to foster and support clinic goals.
- Prioritize and multitask on multiple projects with frequent interruptions.
- Assure the overall smooth operations of the front office.
- Work in conjunction with Practice Manager.
- Under the direction of Practice Manager, actively participate in hiring, training, scheduling, reviews, mentoring and conflict resolution.
- Act as liaison between patients, staff, and management at site, solving problems, issues, and concerns in a professional manner.
- Procure and maintain office equipment and supplies as directed by the Practice Manager.
- Payroll (as directed by Manager): Review and approve staff PTO hours and timecards.
- Promote and participate in company projects as assigned.
- Regularly communicate pertinent information to leadership and staff.
Essential Knowledge, Skills, and Abilities:
- Knowledge of medical practice or similar office operations and functions.
- Effectively manage stress.
- Accurately perform detailed work, (i.e., plan, multitask, organize, and prioritize work).
- Competency in EMR and practice management systems.
- Establish good employee relations including conflict resolution.
- Discern and maintain confidentiality (i.e., HIPAA, proprietary information, disciplinary actions, etc.).
- Work as part of a team; model a positive work ethic and customer friendly relations.
- Excellent computer skills and proficiency working with MS Word, Excel, and Databases.
- Comprehend and communicate information accurately and clearly (verbally and in writing, in person and via phone) with patients, all levels of personnel, and other individuals and groups.
- Ability to work cohesively in a team-focused environment and foster good rapport with peers.
- Solid communication, listening and conflict management skills.
- Adhere to attendance and punctuality expectations.
- Demonstrated understanding of trust, tolerance, and self-awareness.
Required Education: High school diploma or equivalent; 3 or more years practical experience in a medical office or related field preferred.
Physical Requirements: While performing the duties of this job, the employee is required to stand, walk, sit, use hand to finger coordination, handle or feel objects, tools or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch, and listen attentively. The employee must occasionally lift and/or move up to 30 pounds.
Immunization Requirements: All employees at Family Care Network (FCN) are expected to meet and maintain required immunizations as a contingency of employment. The immunization requirements are as follows: Influenza (annually), Tdap (after the age of 19), MMR, Varicella or a verified history of chicken pox disease, Two-step TST or IGRA (within the last 12 months), COVID-19 vaccine completed series and any additional immunizations determined necessary for the protection of staff and patients.
Family Care Network is a Drug-Free, Equal Opportunity Employer.
Job Type: Full-time
Pay: $20.05 - $27.80 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: In person
