Patient Services Trainer Jobs

Job Summary:

The Patient Intake Trainer/Quality Assurance Auditor provides support to Billing Intake department by monitoring and auditing calls to identify coaching opportunities. Develops and conducts training courses for new hires and refresher trainings for tenured agents. Fields questions and feedback from agents to continuously improve training. Consults with leaders from other departments to improve alignment. Ensures proficiency across team in customer service (patient/physician/internal employee) skills and intake process. Supports training efforts and content creation. Works to improve the intake advocate’s knowledge of intake guidelines and ensures team is aligned on any changes to process.

Responsibilities (Specific tasks, duties, essential functions of the job)

• Maintain regular and punctual attendance.
• Completes DCR process to get documents approved and released in a timely manner
• Promotes Inogen core values and business objectives
• Comply with all company policies and procedures.
• Designs and delivers training for new hires and refresher courses for tenured agents
• Works with Manager and Supervisors to identify training needs
• Monitors and audits call recordings to score quality metrics and identify coaching opportunities
• Assist with any other duties as assigned.
• Conducts round tables and surveys to gauge effectiveness of training
• Shadows new hires post-training to ensure proficiency

Knowledge, Skills, and Abilities

• Must have strong work ethic.
• Attention to detail is required.
• Excellent verbal and written communication skills
• Solutions-oriented problem solver.
• Excellent management skills, both of individuals as well as projects.
• Analytical & problem-solving skills & ability to multitask.
• Must be able to inspire others to achieve results
• Experience with call auditing and coaching
• Must be self-motivated and deliver results with minimal supervision
• Ability to effectively interface with different departments within the company.
• Excellent presentation skills
• Must be able to inspire others to achieve results.

Qualifications (Experience and Education)

• High School diploma or equivalent, required.
• Advanced knowledge/proficiency in Microsoft Office, required.
• Associates degree in Communication, Education or related field, preferred.
• 1-3 years of experience developing training programs, preferred.
• A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities.
• Intermediate knowledge/proficiency with learning management systems, preferred.