CSR Training Lead (Central District/Lilburn) en Piedmont Urgent Care

Clinical Service Representative - Training Lead

Piedmont Urgent Care - Delivering Quality Care with Purpose

Are you a passionate Medical Assistant/EMT/Paramedic/LPN/RN looking for a dynamic and rewarding career? Join Piedmont Urgent Care, where you'll make a meaningful impact in a fast-paced clinical environment while enjoying work-life balance and professional growth opportunities. 

As a Clinical Service Representative Training Lead, you will play a crucial role in our healthcare team, providing hands-on patient care while ensuring the smooth operation of our clinic. This position is perfect for individuals who excel in a high-energy, team-focused environment and are dedicated to delivering exceptional care. Along with performing daily operational tasks and clinical service representative duties as needed, the Training Lead will serve as the primary in-center resource for training and development. You will actively participate as a key member of the in-center leadership team, mentoring, orienting, and training new staff, while ensuring compliance with WellStreet policies and regulatory requirements.

Why You'll Love Working Here:

• LIFE-Work Balance & Flexible Schedule: Full-time (3-day/12-hour shifts, 8 AM - 8 PM) – No overnight shifts, so you can prioritize both your career and personal life!
• Competitive Pay & Benefits: Medical, Dental, Vision, Prescription, Pet Insurance & more
• Paid Time Off & Holidays: Recharge and take care of yourself
• 401K with Company Match: Plan for your future
• Professional Growth: Certification reimbursement, leadership opportunities & professional development
• Wellness Support: Employee Assistance Program (EAP) & Wellness Initiatives

Essential Functions:

• Expertise in Clinical Service Representative duties, including patient triage (taking vital signs and accurate/detailed medical history), specimen collection, point-of-care testing, EKG, dressing changes, medication administration and dispensing, immunization administration, radiology procedures, and documentation in an electronic health record
• Apply a variety of training methodologies, techniques, and learning tools to effectively educate staff
• Conduct online and conference call training sessions for offsite employees
• Monitor, assess and report on the effectiveness of education and training programs
• Foster a positive, professional, and engaging learning environment to ensure group/individual trainee involvement and retention

Key Responsibilities:

• Training & Development: Provide ongoing training and development for clinical service representatives (CSRs) during the new hire orientation period.
• Feedback & Communication: Communicate concerns and feedback in a supportive manner, ensuring alignment with WellStreet’s mission and values.
• Collaboration: Work closely with the Practice Manager and training team to maintain consistent and high-quality training processes.
• On-Site Training: Coordinate with the Training Coordinator and Training Manager to assist with on-site training experiences for staff.
• Competency Evaluation: Conduct individual CSR competency evaluations at hire and annually to ensure consistent performance standards.
• Skills Remediation: Facilitate skills remediation efforts for CSRs, as necessary, to ensure optimal performance.
• Documentation: Maintain accurate documentation of NEO training and other training-related activities.
• Chart Audits: Assist with chart audits when requested to ensure proper documentation and compliance.
• Mentoring & Orientation: Mentor and orient new CSRs, providing guidance and support as they integrate into the team.
• EMR Knowledge: Maintain a high level of working knowledge of all aspects of the EMR, collaborating with team members to ensure best practices and compliance.
• Training Compliance: Ensure all site team members receive adequate training for their assigned roles and escalate any issues to the site Practice Manager or training team.
• Compliance Leadership: Serve as the site lead for all compliance requirements, including X-ray, Lab, OSHA, and Stericycle regulations.
• Additional Duties: Perform other duties as assigned to support the overall success of the clinic.
• Travel Requirement: Support staffing and operational needs by traveling to other Piedmont Urgent Care locations as required.
• Skills Proficiency & Knowledge: Demonstrate the standard for skills proficiency and knowledge regarding Standard Operating Policies and Procedures.
• Confidentiality & Discretion: Handle confidential and sensitive information with the utmost discretion, ensuring secure management of all information.

Required Qualifications:

• Education & Certification: Completion of an accredited Medical Assistant/EMT/Paramedic/LPN/RN program and current Certification/License in applied field
• Experience: Minimum of 2 years of healthcare experience preferred (urgent care or ER a plus)
• Skills: Proficiency in venipuncture, injections, and clinical procedures
• Technical Skills: Experience using Electronic Medical Records (EMR) software, EPIC preferred
• Flexibility: Ability to work 12-hour shifts, weekends, and holidays
• Team Player: A positive, proactive approach to patient care and collaboration
• Equivalent Experience Consideration: Candidates with equivalent knowledge, skills, abilities, education, and experience may be considered for the role

Job-Related Skills/Competencies:

• Excellent communication and interpersonal skills, with the ability to effectively interact with employers, patients, providers, and colleagues
• Strong customer service skills, ensuring a positive experience for all
• Professional and positive attitude in all interactions
• Exceptional organizational and leadership abilities
• High level of accountability, both personally and in directing others
• Solid understanding of clinical operations and workflows

At Piedmont Urgent Care, we believe in kindness, excellence, empowerment, resilience, and proactive service. If you’re looking for a career where your contributions truly matter, apply today and be part of something bigger!