Patient Services Trainer

About the role

The Patient Services Trainer, reporting to the Patient Services Training Manager, supports the patient service team by delivering training on new processes and procedures, developing training initiatives and materials, providing retraining in areas with high quality issues, and assisting with in‑services and onboarding of strategic accounts. The role also maintains a safe, professional environment for patients, clients, and employees while offering administrative and training support to the patient services department.

Responsibilities

• Evaluate patient service needs, current practices, and training development.
• Implement standard operating procedures (SOPs) and communicate information in accordance with company guidelines.
• Act as mentor and resource for employees with direction and guidance from the Training Manager.
• Provide effective onboarding services for strategic accounts, ensuring clients and patient service technicians are well trained on test ordering processes and office protocols.
• Deliver training, retraining, and assist with overall quality improvement within the patient service department.
• Assist with work‑environment transitions and familiarize staff with department protocols, practices, and procedures.
• Maintain training schedules.
• Assist in developing training presentations and programs.
• Communicate appropriately with clients, patients, coworkers, and the general public.
• Document and resolve issues, escalating to the appropriate manager when necessary.
• Communicate all unresolved problems immediately to the Training Manager.
• Perform basic clerical duties such as filing, faxing, preparing mail, and electronic data entry.
• Submit accurate expense forms, time, and travel logs as directed by management, on time.
• Perform all duties in alignment with industry‑best security practices and regulatory guidelines to protect the confidentiality, integrity, and availability of protected health information and other sensitive company data.
• Adhere to the Corporate Compliance Program and all corporate policies, including Privacy and Security policies.

Additional responsibilities

• Collaborate with other departments within PathGroup and its subsidiaries.
• Accept reassignment of duties and responsibilities at management’s discretion.
• Perform other duties as assigned.