Support Services - Trainer

Support Services - Trainer Wheaton Eye Clinic

LTD - 3.5

Wheaton, IL Job Details Full-time $19.00 - $20.50 an hour 9 hours ago Benefits Paid holidays Disability insurance Health insurance Dental insurance 401(k) Paid time off Uniform allowance Qualifications Customer communication Employee relationship building Windows High school diploma or GED Cultural competency Desktop applications Customer issue escalation Productivity software Stakeholder relationship building Full Job Description About Wheaton Eye Clinic Founded over 80 years ago, the Wheaton Eye Clinic is a nationally recognized multi-subspecialty ophthalmology practice that spans the western suburbs of Chicago and is the largest independent ophthalmology clinic in the Midwest. We pride ourselves on serving the community both as a caring eye care provider and as a reputable employer. Our offices are located in Wheaton, Naperville, Hinsdale, Saint Charles, Bartlett, and Plainfield and an ophthalmology-specific ambulatory surgery center at the main office in Wheaton. We have both Ophthalmologists and Optometrists in every ophthalmic subspecialty are highly respected in the region and have superb relationships with referring colleagues and health systems. Patients travel to Wheaton Eye Clinic from throughout Northern Illinois, as well as from across the United States. Our referring physicians locally, across the United States, and from many international countries, send their patients to Wheaton Eye Clinic because of its unwavering reputation for exceptional patient care. More than 170,000 patient visits occur each year. Our mission at Wheaton Eye Clinic is to provide comprehensive eye care services of the highest quality and value. This dedication to excellence is founded on how we strive to surpass each patient's expectations in the delivery of competent, timely, and compassionate eye care.

Hours:

Monday-Friday, 8 a.m.-5 p.m., with Thursday rotation of 11:00-8:00 p.m. and two Saturdays a month from 7:15 a.m.-12:15 p.m. Able to travel to other WEC sites upon request. Position Purpose The Support Services Trainer is responsible for ensuring that the Support Services staff is knowledgeable in all aspects of department protocol and appropriate front desk and/or scheduling parameters. The Support Services Trainer must ensure there is a high level of quality control to maintain maximum efficiency while providing and ensuring quality patient care. Duties and responsibilities  Facilitate training for new and established Support Services Representatives  Provide group and individualized instruction to ensure staff proficiency with required applications and related workflows  Available to assist with scheduling questions  Weekly reports assigned by Support Manager  Provide continued training for all staff on new and existing workflows  Provide onsite shadowing for new employees as required  Report individuals' progress to Support Services Manager and identify additional training needs  Maintain knowledge of changes in policies, procedures, regulations, and workflows as they relate to training and work with Support Services Manager to update training materials as necessary  Develop strong relationships with clinic staff to facilitate communication and feedback  Communicate effectively with Support Services Manager regarding any concerns with current workflows and offer suggestions for solutions  Conduct training sessions to deploy new processes and review established protocols as necessary  Reinforce HIPAA training as it relates to electronic health information, demographics, and billing  Serve as weekly backup for the authorizations, laser, and procedure work queues during staff time off or absences  Assist with front desk, scheduling, registration, call center, and other Support Services functions as needed to support departmental operations and patient care  Provide operational support during staffing shortages, high patient volume, workflow interruptions, employee absences, or departmental downtime  Participate in cross-training initiatives and maintain competency in applicable departmental workflows and systems  Maintain confidentiality of patient, employee, and organizational information in accordance with HIPAA and organizational policies  Demonstrate reliable attendance and punctuality consistent with departmental expectations Qualifications 

Education:

High school graduate or equivalent  Excellent customer service skills and ability to resolve basic customer service issues and/or escalate to Manager as needed.  Ability to work effectively with a diverse population/cultural differences.  Ability to adapt and work in a fast-paced, changing environment.  The candidate must be computer literate and skilled in Office Windows applications (Word, Excel, etc.).

Full Time Benefits:

Medical Dental Group Life and LTD Paid Time Off Paid Holidays Clothing Allowance Vision Care Benefits Voluntary Benefit Offerings - Life, STD, Critical Illness, Accident 401k