Earn a sign-on bonus (up to $1,000) when you join our team as a Patient Services Lead!
Title: Training & Patient Experience Lead
Location: Family Health Associates
City: Bellingham, WA
Position: Full-time, Monday-Friday, 8:00am – 5:00pm, non-exempt (hourly)
Compensation: The full wage scale is $20.05 - $27.80 per hour. Placement within the wage range is determined by the candidate’s relevant experience.
Bonus: Candidates are eligible to receive a sign-on bonus of $1,000 when accepting a full-time position (0.75 - 1.0 FTE) or $500 when accepting a part-time position (0.5 - 0.74 FTE)(Subject to payback clause). Additionally, employees are eligible annually to participate in discretionary bonus programs, as determined by FCN, which include the Years-of-Service bonus program, the Quality Performance bonus program, and the Performance Recognition bonus program.
Job Summary: The Training & Patient Experience Lead will help support staff training and patient experience. This role will work collaboratively under and with the Patient Services Supervisor, as a peer with co-workers, to provide support and understanding with: MyChart navigation for patients and staff, assist with Proxy access and understanding, questions, and workflow processes, develop and implement collaborative efforts for training; empowering the team to integrate and grow their skills to help ensure high-level efficiency in the areas of front desk workflows and EPIC navigation and utilization. This role will support the training and onboarding of new PSR staff, work on continuing education and skill growth with existing staff, help streamline daily workflows while supporting staff and patient needs and seeks out opportunities that will benefit the clinic and positively impact the patient care experience.
- Communicate effectively.
- Provide excellent customer service.
- Assist with staff scheduling as directed by leadership team.
- Participates in leadership meetings.
- Work in collaboration with leadership to foster and support clinic goals.
- Prioritize and multitask on multiple projects with frequent interruptions.
- Assures the overall smooth operations of the front office.
- Works in conjunction with Practice Manager.
- Under the direction of Practice Manager, actively participates in hiring, training, scheduling, reviews, mentoring and conflict resolution.
- Active member of the team participating in the daily functions of the office as needed including but not limited to phone support, medical records, timely processing of fee slips, deposits, and accounts receivable.
- Acts as liaison between patients, staff, and management at site, solving problems, issues, and concerns in a professional manner.
- Procures and maintains office equipment and supplies as directed by the Practice Manager.
- Payroll (as directed by Manager): Reviews and approves staff PTO hours and timecards.
- Promotes and participates in company projects as assigned.
- Regularly communicates pertinent information to leadership and staff.
Essential Knowledge, Skills, and Abilities:
- Knowledge of medical practice or similar office operations and functions.
- Effectively manage stress
- Accurately perform detailed work, (i.e., plan, multitask, organize, and prioritize work).
- Competency in EMR and practice management systems.
- Establish good employee relations including conflict resolution.
- Discern and maintain confidentiality (i.e., HIPAA, proprietary information, disciplinary actions, etc.).
- Works as part of a team; model a positive work ethic and customer friendly relations.
- Excellent computer skills and proficiency working with MS Word, Excel, and Databases.
- Comprehend and communicate information accurately and clearly (verbally and in writing, in person and via phone) with patients, all levels of personnel, and other individuals and groups.
- Ability to work cohesively in a team-focused environment and foster good rapport with peers.
- Solid communication, listening and conflict management skills.
- Adheres to attendance and punctuality expectations.
- Demonstrated understanding of trust, tolerance, and self-awareness.
Benefits:
Our health benefit programs are designed to take care of you and your family, offering flexibility and quality care.
- Our health benefits include: two medical plan options, a flexible dental benefit including orthodontia, vision coverage, Employee Assistance Plans, Flexible Spending Account program and Life/AD&D, Hospital and Accident insurance plans. Benefit eligibility is determined based on the full or part-time status of the position.
At FCN, we value the importance of time away from work for leisure, health and well-being. Staff members accrue a generous Paid Time Off (PTO) program for vacation and short-term healthcare needs as well as an Extended Illness Bank (EIB).
- Our PTO and EIB benefits begin accruing from the first day of employment and employees are eligible to take paid time off after 60 days of employment. An employee accrues PTO at a rate based upon the number of months of service at FCN. A new full-time employee generally accrues 18 days per year. EIB accrues based upon the number of paid hours excluding overtime, with a full-time employee accruing a maximum of 48 hours per year. Benefit eligibility is determined based on the full or part-time status of the position. Employees who are ineligible for FCN’s PTO/EIB programs accrue Paid Sick Leave per Washington State law.
Our 401k retirement plan is designed to support you in preparing for retirement planning and includes individualized financial planning guidance. Eligibility for the FCN Retirement Plan programs is determined based upon years of service and required payroll hours.
We offer the following programs:
- 401k Plan with employer match; and
- 401k Profit Sharing Plan
