MEDICAL RECEPTIONIST TRAINING COORDINATOR

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Key Responsibilities

Content & Curriculum Support (25%)

• Support development of micro-modules covering call handling, scheduling logic, insurance verification, and EHR best practices.
• Recommend updates based on clinic needs, learner performance, and system changes.

Evaluation & Performance Assessment (25%)

• Conduct Skills Evaluation Interviews (SEIs) to assess communication skills, system navigation, and workflow accuracy.
• Track progress via Salesforce, TalentLMS, and receptionist-specific checklists.
• Lead recovery training for cancelled VAs re-entering the system based on identified skill gaps.
• Deliver structured feedback and escalate retraining needs as required.

Instruction & Training Delivery (20%)

• Teach core front-office workflows: patient scheduling, registration, insurance verification, referrals, authorizations, and EHR navigation.
• Lead live and recorded sessions on call handling, tone, patient coordination, and workflow accuracy.
• Facilitate mock call scenarios and scheduling exercises to simulate real clinic situations.
• Train learners on multi-line phones, appointment types, provider calendars, and patient concerns.

Learner Support & Technical Guidance (15%)

• Respond to learner questions on scheduling scenarios, insurance checks, patient coordination, and documentation.
• Coach learners on tone, professionalism, and real-time decision-making during calls.
• Identify common workflow misunderstandings and coordinate content updates with the SME Lead.

Compliance & Documentation (15%)

• Reinforce HIPAA compliance in patient communication, scheduling notes, and documentation.
• Teach proper documentation inside EHR systems and accurate note-taking aligned with clinic standards.

Required Qualifications

• US medical receptionist / front office experience, ideally 3 years — strong trainers with slightly less operational experience will also be considered.
• Experience gained supporting actual US healthcare providers (hospitals, clinics, physician practices), not the payer/insurance side.
• Strong system fluency in EMR/EHR and scheduling tools, with the ability to teach workflows clearly and confidently.
• Proven experience onboarding or coaching VAs or healthcare staff — via live sessions, mock call simulations, and/or Skills Evaluation Interviews (SEIs) (any one of these is sufficient).
• Strong working knowledge of appointment scheduling and insurance verification (top sourcing priorities), plus general front-desk duties (patient intake, referrals, call handling).
• HIPAA certification expected.

Preferred Qualifications

• Experience at a direct BPO/VA-industry competitor (e.g., MedVA, Hello Rache, GMVA, DocVA).
• Working knowledge of TalentLMS, Salesforce, Canva, Calendly, and G Suite.
• Ability to develop, deliver, and update training content based on VA needs, system changes, and payer updates.

Technical & Soft Skills

• Familiarity with US EMR/Practice Management systems (Athenahealth, eClinicalWorks, Kareo, AdvancedMD, Epic, or similar) — specific platform is flexible.
• Strong communication with a focus on professional tone, empathy, clarity, and accuracy in patient-facing interactions.
• Solid understanding of HIPAA compliance, PHI handling, and documentation standards.

Experience Requirements

• Experience level should land at strong mid-to-early-senior / SME-caliber, even if total years are closer to 1–3 than a strict 3+.
• At least one of: formal training experience, coaching experience, or interviewing/skills-evaluation experience.

Reporting Structure

Reports to the SM Manager and functions as an individual contributor / consultant — not a people manager. Sits alongside the Dental Billing Training Coordinator on the SM leadership team.

Role-Specific Expectations & Business Context

• This person needs true end-to-end front-desk fluency — if a candidate only knows insurance verification without scheduling (or vice versa), they won't be able to fully train the medical receptionist team.
• Candidates from competitor VA firms serving US healthcare clients are a strong, ready-made fit.

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