Medical Receptionist Training Coordinator

Job Overview/Summary
The Medical Receptionist Training Coordinator plays a critical role in the SME Program by leading workflow instruction, learner coaching, skills evaluation, and content development focused on U.S. medical front office operations.
This role prepares virtual assistants to confidently handle real clinic-facing responsibilities such as patient scheduling, insurance verification, phone handling, EHR navigation, provider coordination, and patient communication.
Flexibility is essential; the MRTC supports both entry-level and experienced learners, adapts to varying clinic protocols and EHR systems, and contributes to retraining cancelled VAs re-entering through the system. The MRTC bridges real clinic workflow with performance validation to build a deployment-ready medical receptionist talent bench.
Responsibilities and Duties
Content & Curriculum Support (25%)
Support development of micro-modules covering call handling, scheduling logic, insurance verification, and EHR best practices
Recommend updates based on clinic needs, learner performance trends, and system changes

Evaluation & Performance Assessment (25%)
Conduct Skills Evaluation Interviews (SEIs) to assess communication skills, system navigation, and workflow accuracy
Track learner progress via Salesforce, TalentLMS, and receptionist-specific checklists
Lead recovery training sessions for cancelled VAs based on skill gaps in front office tasks
Deliver structured feedback and escalate retraining needs as required

Instruction & Training Delivery (20%)
Teach core front office workflows including patient scheduling, registration, insurance verification, referrals, authorizations, and EHR navigation
Lead live and recorded training sessions focused on call handling, tone, patient coordination, and clinic workflow accuracy
Facilitate mock call scenarios and scheduling exercises to simulate real clinic situations
Train learners on handling multi-line phones, appointment types, provider calendars, and patient concerns

Learner Support & Technical Guidance (15%)
Respond to learner questions on scheduling scenarios, insurance checks, patient coordination, and documentation
Coach learners on tone, professionalism, and real-time decision making during calls
Identify common workflow misunderstandings and coordinate content updates with the SME Lead

Compliance & Documentation (15%)
Reinforce HIPAA compliance in patient communication, scheduling notes, and documentation
Teach proper documentation inside EHR systems and accurate note-taking aligned with clinic standards
Qualifications and Skills:
Minimum 3 years of experience as a Medical Receptionist or Front Office staff in a U.S.-based healthcare setting
Strong working knowledge of appointment scheduling, patient intake, insurance verification, referrals, and call handling
Prior experience training, onboarding, coaching, or mentoring others on front-office workflows is highly preferred
Confident in leading live training sessions, mock call simulations, and Skills Evaluation Interviews (SEIs)
Familiarity with U.S. EMR / Practice Management systems (e.g., Athenahealth, eClinicalWorks, Kareo, AdvancedMD, Epic)
Working knowledge of TalentLMS, Salesforce, Canva, Calendly, and G Suite applications
Solid understanding of HIPAA compliance, PHI handling, and documentation standards
Strong communication skills with a focus on professional tone, empathy, clarity, and accuracy in patient-facing interactions
Ability to adapt training based on clinic-specific workflows, learner skill levels, and system updates
Top 5 Non-Negotiable
Proven front-office healthcare experience handling scheduling, patient intake, insurance verification, and referrals in a U.S. medical practice
Strong system fluency in EMRs and scheduling tools, with the ability to teach workflows clearly and confidently
Experience onboarding, training, or coaching VAs or healthcare staff on front-office processes
Ability to develop, deliver, and update training content based on VA needs, system changes, and payer updates
Clear, professional communication skills for facilitating group sessions and one-on-one instruction effectively
A day in the life
Host a live training session on medical front-office operations and best-practice workflows
Conduct a Skills Evaluation Interview (SEI) to assess a VA’s system fluency, accuracy, and judgment
Review updated clinic protocols or front-office guidelines and adjust training materials or modules as needed
Respond to real-time team questions on front-office workflows, scheduling rules, and process exceptions
Update TalentLMS modules with refreshed steps for scheduling, patient intake, insurance verification, or referrals
Track and document VA learning progress and performance using Salesforce and internal tracking sheets
Meet with the SME Lead to review flagged errors, feedback trends, and upcoming training priorities
Build mock front-office scenarios to simulate new patient calls, reschedules, cancellations, and urgent requests
Review learner feedback from recent sessions and design targeted follow-up coaching or refreshers
Prepare new or revised training content based on system updates, clinic workflow changes, or recurring learner gaps