Silicon Valley Medical Development
Access Operations Trainer & Supervisor
Silicon Valley Medical Development - Los Gatos, California, United States, 95032
Work at Silicon Valley Medical Development
Overview
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Overview
El Camino Health Medical Networkis currently seeking a talented Access Operations Trainer & Supervisor to join our growing team!
Pay: $78,600-$85,000
Location:
Los Gatos, CA Shift:
M-F, 8am -5pm El Camino Health Medical Network (ECHMN)
is a growing healthcare provider organization dedicated to delivering high-quality, community-based ambulatory care across Santa Clara County. We strive to coordinate care that meets the unique needs of the diverse communities we serve, partnering with like-minded professionals who are passionate about simplifying the healthcare experience. At ECHMN,
we foster a culture of teamwork, innovation, and excellence. By working together, we provide exceptional care to our patients while creating a supportive and rewarding environment for our team members. If youre looking to make a meaningful impact in a collaborative and patient-centered organization, we invite you to join us! The
Access Operations Trainer & Supervisor
plays a key role in standardizing and elevating front-line service across the Medical Network by overseeing the training and development of Patient Care Representatives (PCRs) and Specialty Schedulers. This individual will design and implement comprehensive training programs focused on registration accuracy, customer service excellence, insurance verification, and scheduling consistency. In addition to leading training efforts, this position will supervise day-to-day operational performance across call center and clinic-based access points, ensuring a seamless and professional patient experience. This dual-capacity role is vital in aligning front-office operations with organizational expectations for quality, efficiency, and patient satisfaction. Essential Functions: Role Impact: The trainer/supervisor will ensure PCRs and Specialty Schedulers: Accurately register and update patient accounts. Deliver consistent and courteous customer service as the first point of contact. Verify insurance, collect payments, and coordinate front-office activity effectively. Represent the organization professionally in all patient-facing interactions. Training & Development (60%) Develop, implement, and continually update onboarding and ongoing training programs for PCRs and Specialty Schedulers. Train staff on patient registration, insurance verification, co-pay collection, call handling protocols, and EMR documentation, ensuring consistency across all clinics. Create user-friendly training materials, SOPs, workflows, and job aids. Provide hands-on instruction and coaching to support both new hires and tenured staff. Conduct skills assessments and quality audits; deliver feedback and targeted coaching. Coordinate training efforts for new technologies, upgrades, or policy changes . Operational Supervision & Support (40%) Monitor staff performance metrics (e.g., call quality, registration accuracy, scheduling compliance). Identify performance gaps and coordinate improvement plans in collaboration with site leadership. Serve as a subject matter expert and point of escalation for front-office and call center issues. Ensure service excellence and workflow alignment across sites by reinforcing best practices. Support coverage needs and clinic transitions as necessary. Minimum Requirements: Associate or bachelors degree in healthcare administration, Business, or a related field (preferred). Minimum 3 years of experience in a healthcare front office, patient access, or call center setting. Prior experience training or supervising staff strongly preferred. Knowledge of EMR systems (Epic preferred), patient registration, and insurance workflows. Strong interpersonal, communication, and coaching skills. Ability to prioritize, multitask, and adapt in a fast-paced environment. Ability to travel between sites throughout Santa Clara County as needed. Strong knowledge of Epic (or similar EMR), patient scheduling, and insurance processes. Excellent written and verbal communication, presentation, and interpersonal skills. Core Competencies: Patient-Centered Communication Process Standardization Leadership & Coaching & Mentorship Performance Coaching Workflow Optimization Quality & Compliance Awareness Training & Facilitation Workflow Optimization Change Management
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Los Gatos, CA Shift:
M-F, 8am -5pm El Camino Health Medical Network (ECHMN)
is a growing healthcare provider organization dedicated to delivering high-quality, community-based ambulatory care across Santa Clara County. We strive to coordinate care that meets the unique needs of the diverse communities we serve, partnering with like-minded professionals who are passionate about simplifying the healthcare experience. At ECHMN,
we foster a culture of teamwork, innovation, and excellence. By working together, we provide exceptional care to our patients while creating a supportive and rewarding environment for our team members. If youre looking to make a meaningful impact in a collaborative and patient-centered organization, we invite you to join us! The
Access Operations Trainer & Supervisor
plays a key role in standardizing and elevating front-line service across the Medical Network by overseeing the training and development of Patient Care Representatives (PCRs) and Specialty Schedulers. This individual will design and implement comprehensive training programs focused on registration accuracy, customer service excellence, insurance verification, and scheduling consistency. In addition to leading training efforts, this position will supervise day-to-day operational performance across call center and clinic-based access points, ensuring a seamless and professional patient experience. This dual-capacity role is vital in aligning front-office operations with organizational expectations for quality, efficiency, and patient satisfaction. Essential Functions: Role Impact: The trainer/supervisor will ensure PCRs and Specialty Schedulers: Accurately register and update patient accounts. Deliver consistent and courteous customer service as the first point of contact. Verify insurance, collect payments, and coordinate front-office activity effectively. Represent the organization professionally in all patient-facing interactions. Training & Development (60%) Develop, implement, and continually update onboarding and ongoing training programs for PCRs and Specialty Schedulers. Train staff on patient registration, insurance verification, co-pay collection, call handling protocols, and EMR documentation, ensuring consistency across all clinics. Create user-friendly training materials, SOPs, workflows, and job aids. Provide hands-on instruction and coaching to support both new hires and tenured staff. Conduct skills assessments and quality audits; deliver feedback and targeted coaching. Coordinate training efforts for new technologies, upgrades, or policy changes . Operational Supervision & Support (40%) Monitor staff performance metrics (e.g., call quality, registration accuracy, scheduling compliance). Identify performance gaps and coordinate improvement plans in collaboration with site leadership. Serve as a subject matter expert and point of escalation for front-office and call center issues. Ensure service excellence and workflow alignment across sites by reinforcing best practices. Support coverage needs and clinic transitions as necessary. Minimum Requirements: Associate or bachelors degree in healthcare administration, Business, or a related field (preferred). Minimum 3 years of experience in a healthcare front office, patient access, or call center setting. Prior experience training or supervising staff strongly preferred. Knowledge of EMR systems (Epic preferred), patient registration, and insurance workflows. Strong interpersonal, communication, and coaching skills. Ability to prioritize, multitask, and adapt in a fast-paced environment. Ability to travel between sites throughout Santa Clara County as needed. Strong knowledge of Epic (or similar EMR), patient scheduling, and insurance processes. Excellent written and verbal communication, presentation, and interpersonal skills. Core Competencies: Patient-Centered Communication Process Standardization Leadership & Coaching & Mentorship Performance Coaching Workflow Optimization Quality & Compliance Awareness Training & Facilitation Workflow Optimization Change Management
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