Reception Training & Quality Specialist - CCC

Published: 6/14/2022

Technology

Job Description

Job DescriptionClinica Sierra Vista is excited to be one of the largest Federally Qualified Health Centers in the Nation! We’re honored to serve the men and women of the fields. We also offer care and support to the inner city, the rural and isolated, those of low, moderate, and fixed incomes, and families from an array of cultural backgrounds who speak several languages. We don’t inquire about immigration status because we simply don’t need to know. If you come to us, we will treat you like any other patient.

As we grow our team, we are looking for individuals who believe the patient is always #1.

Why work for us?

Competitive pay which matches your abilities and experience
Health coverage for you and your family
Generous number of vacation days per year
A robust wellness plan and health club discounts
Continuing education assistance to grow and further your talents
403(B) plan with company matching

Intrigued? We’d love to hear from you! Please review the job details below and then click “apply.”

We're looking for someone to join our team as a Reception Training & Quality Specialist who:

Under the direction of the Associate Director of Clinics or designee, the Reception Training & Quality Specialist serves as the organization's subject matter expert (SME) for front office operations, patient registration, scheduling, insurance verification, customer service, and reception workflows. This position promotes consistency, operational excellence, regulatory compliance, and exceptional patient experiences across assigned health centers through auditing, workflow observation, education, onboarding, coaching, and quality improvement. The Specialist performs front office duties as needed while partnering with Practice Managers and leadership to standardize workflows, improve registration accuracy, reduce denials, and support revenue cycle performance. This role has no direct supervisory responsibilities or makes employment decisions; however, the role provides training, coaching, workflow guidance, and quality feedback to support operational performance.

Essential Functions:

- Perform Receptionist duties as needed to support clinic operations.
- Conduct routine and random registration audits utilizing organizational audit tools.
- Observe front office workflows and provide real-time coaching.
- Develop and maintain onboarding programs, competency checklists, tip sheets, and workflow guides.
- Train newly hired reception staff and provide refresher education.
- Educate staff on Epic workflows, insurance verification, scheduling standards, customer service, HIPAA, and organizational policies.
- Review registration accuracy, demographics, guarantors, subscribers, insurance eligibility, consents, scanning, MyChart enrollment, and scheduling compliance.
- Monitor registration work queues and denial trends; recommend workflow improvements.
- Supports clinic openings, and operational initiatives.
- Develop monthly audit reports, training reports, workflow compliance reports, and operational dashboards for review by Practice Managers and leadership to support corrective action planning and workflow improvement.
- Partner with Revenue Cycle, Epic, Compliance, IT, and clinic leadership to identify trends, address workflow gaps, and support timely escalation of compliance or operational concerns.
- Travel between assigned clinics to provide operational support.
- Perform additional duties as assigned.

Customer Service Responsibilities:

Champion exceptional patient experience and professional communication.
Train reception staff on service recovery, de-escalation, and patient engagement.
Reinforce standardized scripting and front office expectations.

Compliance Responsibilities:

Maintain compliance with HIPAA, CMS, DHCS, HRSA, Joint Commission, payer requirements, and Clinica Sierra Vista policies.
Maintain advanced knowledge of Medicare, Medi-Cal, Managed Care, Commercial Insurance, Family PACT, Every Woman Counts (EWC), BCCTP, CHDP, Presumptive Eligibility, and newborn registration workflows.
Protect confidential patient and organizational information and reinforce accurate patient information handling, documentation standards, and timely reporting of potential compliance concerns.

Work Environment and Travel:

This position works in a healthcare clinic environment and requires regular travel between assigned clinics to provide front office support, workflow observation, training, and quality auditing. The position may require flexibility to support clinic openings, operational initiatives, and urgent workflow needs.

You'll be successful with the following qualifications:

High School Diploma or GED required.
Completion of a Medical Office Administration, Administrative Assisting, Healthcare Administration, Medical Assisting, or related certificate program required.
Associate's degree preferred; Bachelor's degree highly desirable.
Minimum three years of healthcare front office/patient access experience.
Minimum two years of registration, scheduling, and insurance verification experience.
Experience training or coaching staff required.
Epic experience strongly preferred.
FQHC experience preferred.

Preferred Certifications:

Certified Medical Administrative Assistant (CMAA)
Certified Administrative Professional (CAP)
Nationally Certified Medical Office Assistant (NCMOA)
Certified Medical Assistant (CMA) or Registered Medical Assistant (RMA)
Certified Healthcare Access Associate (CHAA)
Certified Revenue Cycle Representative (CRCR)
Epic registration/scheduling credential or equivalent

Clinica Sierra Vista values human rights, goodwill, respect, inclusivity, equality, and recognizes that the organization derives its strength from a rich diversity of thoughts, ideas, and contributions. As leaders in healthcare industry, we aspire to be an employer of choice by promoting an organizational culture that reflects these core values. We seek to attract, develop, and retain a talented and dedicated workforce where people of diverse races, genders, religions, cultures, political affiliations and lifestyles thrive. Our goal is to create a welcoming and inclusive environment that empowers our employees to provide the highest level of service to our community of residents and businesses; they’re counting on us.

Clinica Sierra Vista is an equal opportunity employer and strives to attract qualified applicants from all walks of life without regard to race, color, ethnicity, religion, national origin, age, sex, sexual orientation, gender identity, gender expression, marital status, ancestry, physical disability, mental disability, medical condition, genetic information, military and veteran status, or any other status protected under federal, state and/or local law. We aim to create an environment that celebrates and embraces the diversity of our workforce. We welcome you to join our team!