Job Description

Job Description

Job Description

Patient Access and Accounts Trainer

Position : Patient Access and Accounts Trainer

Department : Clinic Operations

Reports To : Clinic Operations Director

Summary :

The Patient Access and Accounts Trainer is responsible for the development, coordination, and delivery of training programs for Patient Experience Specialists (PESs) and Patient Account Representatives (PARs) across all South Central Clinics. This role ensures that new employees receive comprehensive onboarding, and that all relevant personnel participate in scheduled biannual refresher training to maintain high standards in patient access, account handling, customer service, and revenue cycle compliance.

This position works closely with clinic leadership and revenue cycle teams to ensure consistency, quality, and compliance in front-end operations, including co-pay collection, insurance verification, patient registration, and account documentation. The trainer plays a key role in shaping the front office experience, which directly impacts patient satisfaction and organizational financial performance.

Training Program Development & Delivery:

• Design and deliver a structured onboarding training program for all new Patient Experience Specialists and Patient Account Representatives.
• Provide hands-on, role-based training that includes:
  • Accurate patient registration
  • Insurance verification and benefit coordination
  • Co-pay and deposit collection procedures
  • Use of EMR and billing systems
  • Front office etiquette and customer service standards
  • Privacy and HIPAA compliance
• Conduct biannual refresher training for all current PES and PAR staff to reinforce policies, update workflows, and address recurring challenges.
• Develop and maintain training materials, checklists, evaluation tools, and competency assessments.

Coordination and Leadership:

• Assist in identifying and implementing core competencies around areas like patient registration, creation of patient appointments, the check-in/check-out process, printing work excuses, receiving and documenting a patient message for the nurses, copay collection, insurance verification, benefit coordination, and debt recovery.
• Assist in incorporating policies, procedures, best practices, and compliance standards.
• Assist with fostering a positive and collaborative work environment, ensuring high levels of employee engagement and retention.

Stakeholder Collaboration:

• Build strong working relationships with clinic managers and members of the revenue cycle team.
• Communicate updates to policies, payer guidelines, and technology tools to front office staff in a timely and understandable manner.
• Participate in clinic site visits and audits to observe processes and offer corrective training when needed.

Performance Monitoring and Reporting:

• Assist in tracking and improving KPIs across SC Clinics.

• Identify opportunities for process improvements within patient experience specialists and patient account representatives and implement solutions to increase efficiency and accuracy of roles.
• Collaborate with other departments to streamline operations and enhance the patient registration and payment experience.
• Ensure all front office and PAR activities comply with federal, state and local regulations include HIPAA

Qualifications :

• High School Diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
• Minimum 3 years of experience in a healthcare front office, billing, or patient account role.
• Experience training or mentoring staff strongly preferred.
• Proficiency in EMR and billing systems; knowledge of CPT, ICD-10, and payer guidelines a plus.
• Strong communication, organization, and project management skills.
• Ability to travel to SC Clinics as needed.
• Proficiency in using billing software, electronic health record (EHR) systems, and Microsoft Office Suite.
• Strong analytical, problem-solving, and organizational skills.
• Excellent communication and interpersonal abilities.

Physical Requirements :

• Ability to sit for extended periods and operate a computer.
• Manual dexterity to use a keyboard and navigate software applications.
• Vision and auditory skills to review documents, communicate with stakeholders, and conduct phone conversations.

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