Front Office Training Manager
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Key skills for this role
Key Skills for This Role
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Core Responsibilities
- Lead selection, onboarding, induction, and training for front office and patient relations employees.
- Deliver training on hospital operations, outpatient workflows, registration, appointments, insurance, billing, payment collection, and patient experience.
- Train staff on bill closure, credit notes, refunds, billing discrepancies, customer service, service recovery, complaints, and patient engagement.
- Establish competency standards through assessments, observation, simulations, quality audits, and post-training evaluation.
- Monitor training effectiveness through patient feedback, operational audits, complaints, and KPIs.
- Maintain training records, SOPs, manuals, competency checklists, and training matrices.
- Provide refresher training and support readiness for new clinics, services, systems, and operational workflows.
- Ensure consistent patient journey standards across hospital outpatient locations.
Qualifications
- Bachelor's degree in Healthcare Administration, Business Administration, Hospitality Management, Education and Training, or a related discipline.
- Professional certification in training and development, adult learning, customer experience, or a related field is preferred.
- Strong knowledge of adult-learning principles, competency assessment, training-needs analysis, instructional design, coaching, and training effectiveness measurement.
- Proficiency in hospital information systems, learning management systems, Microsoft Office, reporting tools, and training materials and dashboards.
- Experience in hospital front office, patient relations, patient experience, or healthcare operations.
- Strong knowledge of outpatient workflows, registration, billing, and patient journey processes.
- Excellent communication, interpersonal, and presentation skills.
Professional Experience
- Preferably five years of experience, including two years supervising staff and one year as an educator.
- Experience in competency assessment, quality auditing, workflow standardization, service improvement, and implementation of new systems or operational processes.
- Strong customer-service mindset with a passion for patient-centered care.
- Ability to identify operational gaps and translate them into practical training solutions.
- Strong organizational skills and ability to work across multiple departments and locations.
Operational Scope
- The role supports front office standards across multiple hospital outpatient locations.
- The manager partners with Clinic Managers, Patient Experience, Finance or RCM, HR, Nursing, and Operations.
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