Training Lead (TRL) chez General Physician, P.C.

Training Lead

Who we are:

Join General Physician, PC. - one of WNY's largest and most respected multi-specialty medical groups! We are committed to providing comprehensive, high-quality patient-centered care to improve the overall quality of the lives of our patients.

Location: Buffalo, NY

Position Type: Full-time, First Shift

No nights, weekends, or holidays and free parking!

What you can expect:

• Work-Life Balance: Say goodbye to working nights, holidays, and weekends. No mandated overtime! Monday through Friday, day shifts!
• Comprehensive Benefits: Medical, dental, vision, and more.
• Generous PTO: Enjoy your well-deserved time off.
• 401(K) with 3% Employer Contribution: Secure your financial future.
• Employee Discounts: Exclusive deals, including Verizon Wireless.

What you will be doing:

The primary purpose of this position is to assist in transforming patient experiences by contributing to establishment of consistent processes and workflows that are needed to manage contact volumes and provide support to the General Physician, PC service lines.

• Answer incoming calls and/or digital messages and determine how to help the patient or where to refer the patient within the service line.
• Enter patient information, schedule appointments and document interaction in EMR system.
• Identify calls that need to be escalated to clinical staff or management and route appropriately in a timely manner.
• Document medication refill and test result requests.
• Manage incoming mail and fax bins in accordance with company policy.
• Lead the coordination, creation and change of the training process/experience and content for new hires (onboarding) and established team members to train on internal change management/initiatives.
• Collaborate with teammates, peers, Supervisors, Practice Managers, Directors, eHR and IT teams to enhance the knowledge-base, onboarding and training experience for all.
• Work across Service Lines with other Training Leads and Supervisors to standardize the training
  process/experience/content across GPPC.
• Conduct periodic call listening to ensure training delivered is being put into practice.
• Provide real-time feedback and remedial training to enhance performance.
• Continually align training content based on team member, practice, patient and company needs.
• Perform other duties assigned by management.

The education and experience you need:

• High school diploma or GED required; two-year college degree preferred.
• 2-4 years’ experience in medical office, training department, call center or customer service environment preferred.
• Knowledge of insurance and medical terminology.
• Strong written and verbal communication skills with ability to utilize computer programs.
• Ability to multi-task and handle a high volume of patient calls in a fast-paced environment.

* The pay range listed is a good faith determination of potential base compensation that may be offered to a successful applicant at the time of posting. When determining pay, several factors will be considered including but not limited to location, specialty, service line, years of relevant experience, education, professional credentials, internal equity, and budget. (IND123)