The Care Model Front End Instructor is responsible for training care team members in the delivery of CommUnityCare’s model of care. Under the direction of the Associate Director of Care Model Academy, they participate in curriculum development, training, and ongoing assessment of new and existing clerks in relation to the Gold Standard workflows established for each service line. Instructors have a strong understanding of the framework and strategies of team-based primary health care as practiced by high performing organizations, particularly as they relate to medical administrative clerks, and can effectively communicate these tenants to staff. Instructors are responsible for teaching team members in classroom and hands-on settings, ensuring that they gain the knowledge and skills that are required to deliver our model of care at the highest level. They are responsible for sound educational practices and the academic development of each care team member. Instructors will also manage their classroom environment and promote a positive and engaging learning experience, provide support, tutoring and other assistance as needed. Instructors are to “model" the professional behaviors, language, and activities expected of our care team members. They will have a strong understanding of all requirements and skills that fall under the responsibility of a medical administrative clerk and will assist new or existing staff as well as problem-solve to help them grow within their roles.

Essential Duties (at least 5 that are non-negotiable duties and are absolutely pertinent to successfully completing the job without accommodations):

Instructors will:
• Train front end care team on incorporating report review specific to confirmation calls, waitlist, and no shows to support connecting patients back to care and ensuring appropriate utilization of provider schedules.
• Work closely with the nursing, provider, medical assistant, and extended care teams to ensure smooth patient flow and reduce cycle time.
• Train front end care team to assist with closing gaps in registration documentation and coverage capture.
• Work with the HIM department to train front end care team to understand standard operating procedures for medical records management, (i.e. ROI, scanning, filing, etc.).
• Notify appropriate personnel of emergencies, messages, patient arrivals, etc. in a timely manner.
• Accurately document and communicate patient concerns to the site triad leadership team.
• Ability to work assigned hours, and as needed outside regularly scheduled hours including weekends.
• Participate in appropriate meetings and trainings, as well as adhering to all company policies and procedures.
• Maintain confidentiality of all patients, clinical, and company information and data. Adheres to HIPAA guidelines. Performs all duties in an ethical manner consistent with the I Promise statement.

Primary Accountabilities:
• Participate in skills development that are aligned with CUC’s established care model and in the implementation of educational programs to ensure compliance with quality standards.
• Teach and serves as a resource in accordance with the competency level of medical administrative clerk with relation to Care Model and Gold Standard Workflow.
• Participate in the planning, implementation, and delivery of educational material for new and established staff.
• Utilize principles of adult teaching/learning during all training activities.
• Utilize classroom and lab instruction, student assessment mechanisms, and classroom management techniques to provide an engaged classroom experience to students.
• Conduct site visits to perform learning needs assessments and identify areas for improvement. This includes traveling to CUC Health Centers.
• Coordinate and instruct assigned MAC courses specific to workflow and care model competencies.
• Teach specified subject(s) in the medical administrative clerk curriculum for students’ comprehension. This entails having a strong understanding of the topics being taught and preparing well for lectures and any applicable sim labs or onsite clinical training.
• Ensure that instructional materials and equipment are ready for student use, sufficient in quantity, are properly maintained and are in working order prior to class time.
• Provide continuous feedback and input on ways to improve curriculum to foster effective learning.
• Demonstrate processes/procedures and assist students as they practice hands-on.
• Administer tests and assignments to students to assess their understanding of topics they have taken, as well as to measure the efficiency of the teaching methods adopted.
• Promote the use of technology in teaching.
• Evaluate students’ performance and create effective means of recognizing excelling students, while encouraging those requiring additional support to improve their understanding/performance
• Participate in ongoing faculty assessment and professional development activities to ensure an active and engaged classroom experience for all students.
• Actively participate in meetings, review, and analyze assessment data, compile reports, and meet academic and administrative deadlines.
• Ensure compliance with all federal, state, and regulatory bodies’ guidelines, along with internal policies of the organization.
• Other duties as assigned.

Knowledge/Skills/Abilities:
• High level of relationship building skills.
• Interacts effectively and courteously with CommUnityCare’s diverse workforce. Able to project a professional, friendly, and helpful demeanor.
• Excellent verbal and written communication as well as presentation skills.
• Excellent instructional skills (empathy, excitement, engagement).
• Strong planning and organizational skills.
• Understanding of standard workflows and process improvement and development.
• Strong attention to detail and accuracy.
• Enjoy working effectively in a team environment.
• Knowledge and experience in adult education and learning principles

Instructors are responsible for having an understanding of the following and are able to effectively articulate to others the below:
• Front office opening duties.
• Understanding and use of AIDET.
• How to welcome, greet, and assist patients in a courteous and professional manner.
• How to schedule patient appointments accurately and efficiently utilizing the electronic medical system.
• Understanding the phone call protocol to ensure appropriate use.
• Answer all incoming telephone calls and provide information as necessary or route the calls as needed.
• The workflow to verify and ensure completeness of patient registration documentation into the electronic medical system.
• The real-time eligibility process, and the online sites available for coverage verification to support training on coverage entry into the electronic medical system.
• HRSA expectations for presenting financial assistance to all patients, with awareness of grant and coverage programs for individuals experiencing lapse in medical/dental coverage.
• Standard operating procedures for collecting co-pays/payments, daily posting of collected monies into the electronic medical system, and the reconciliation process of daily deposits per company policies.
• Registration workqueue management within the electronic medical system to support front end care team members on workflow efficiencies.

MINIMUM EDUCATION:
• Graduation from high school or equivalent

MINIMUM EXPERIENCE:
• Three years or more of experience as a medical administrative clerk in an outpatient setting.
• At least one (1) year experience in educating or training medical administrative clerks either in a formal or informal training
role i.e. preceptorship, team lead role, etc.

PREFERRED EXPERIENCE:
• Five years or more of experience as a medical administrative clerk in an outpatient setting.
• At least two (2) year experience in educating or training medical administrative clerk either in a formal or informal training role i.e. preceptorship, team lead role, etc.