Patient Service Educator

At ConvenientMD, we're on a mission to make good health more convenient for all – working to improve how patients and providers experience healthcare in New England. To support this belief, we're building a team of dedicated professionals who genuinely care about improving lives, are passionate about work that can make a difference, and are driven to learn from one another. 

The Patient Service Educator plays a key role in designing, developing, delivering, and evaluating training and onboarding programs for front desk teams across multiple locations within our Maine clinics. Collaborating with the Director of Intake and Patient Service Supervisors, this position ensures staff competency, consistent service delivery, and compliance with company standards and regulatory requirements. Reporting to the Director of Intake, the Patient Service Educator combines training expertise with operational insight to meet the onboarding and professional development needs of the front desk teams. 

• Curriculum Development & Delivery: Determine the training needs of the front desk team through collaboration with Patient Service Supervisors, needs assessments, observations, and direct working knowledge.
  • Design and develop engaging and effective training materials (e.g., manuals, presentations, online modules, videos) for various learning styles and modalities.
  • Deliver training programs using a variety of methods, including instructor-led training, online learning, and on-the-job training.
  • Maintain updated and accurate training materials, ensuring alignment with company policies, procedures, and regulatory requirements (e.g., HIPAA).
  • Regularly review and update training content based on feedback, performance data, and changes in regulations or company practices.
• Performance Management & Mentorship: Monitor the progress of trainees, providing feedback, coaching, and support throughout their learning journey.
  • Evaluate trainee performance through observation, testing, and performance reviews.
  • In collaboration with Patient Service Supervisors, identify areas for improvement and develop individualized learning plans to address specific needs.
  • Serve as a mentor and resource for patient service staff, promoting professional growth and skill development.
  • Contribute to performance management processes by providing feedback and insights on employee performance.
• Operational Support & Collaboration: Collaborate with management and other departments to develop and implement training programs aligned with organizational goals and priorities.
  • Facilitate the integration of new hires into the front desk team, conducting orientation and complete onboarding education, and socialization.
  • Assist with special projects and conduct workshops as needed.
  • Communicate effectively with various stakeholders (management, supervisors, trainees).
  • Maintain strict confidentiality of sensitive information.
  • Regularly communicate with regional leadership regarding training progress and needs.
  • Conduct assessments and maintain complete training documentation for new hires.
  • Make recommendations on educational needs for new hires. 

• This role requires travel to multiple locations as needed.
• You will also be responsible for traveling to ConvenientMD headquarters in Portsmouth, NH for various meetings and training throughout the year.
• Role requires to host/conduct orientation for new team members as well as conduct continuing and/or remedial education for front desk team members and Practice Managers.  
• Primary hours will be Monday-Friday between 8am and 5pm, night and weekend work may be required based on company needs. Will require monthly front desk shift work.
• ConvenientMD reserves the right to re-evaluate and adjust travel and shift requirements for this position based on company and team needs.

• Education: High school diploma or equivalent; associate degree preferred.
• Knowledge of and experience in healthcare or adjacent industry: Experience in a healthcare setting; medical reception or similar customer service experience highly preferred.
• Training experience and expertise: Proven experience in curriculum development, training delivery, and performance evaluation. Strong understanding of adult learning principles and best practices. 
• Technically savvy:
  • Experience working with Learning Management Systems (LMS) and other educational technologies.  
  • Experience with electronic health records (EHRs) and related software systems.
  • Proficient in Microsoft Office Suite or related software.
• Compassionate, authentic, and patient focused: Supports patients through kindness; demonstrating understanding for others and contributing to the creating a community of belonging.
• Effective communicator and cross collaborator: Able to establish and maintain positive relationships with patients, team members, and stakeholders across the organization.
• Detail-oriented with excellent organizational skills: Able to juggle and prioritize multiple high-priority tasks and handle a fast-paced work environment.
• Strong analytical and problem-solving skills: Able to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policies.
• Trustworthy: Ability to maintain confidentiality and handle all patient information in accordance with HIPAA regulations.

Bonus Qualifications 

• Bachelor's degree
• Medical receptionist certification
• Experience owning or supporting:
  • Training and development
  • Performance management
  • Quality assurance and improvement methodologies

Why ConvenientMD? 

• Collaborative team environment that encourages professional growth
• Urgent care services at no cost to our team members and their families
• Extensive benefit offerings including health, dental, and vision coverage, company paid short-term disability, and optional pet insurance
• 401k match after one year of service 
• Access to our primary care (depending on location)
• Educational Alliance with Purdue University Global and reduced tuition rates for team members and their families 
• Employer rewards and access to discounts offered on services and products such as hotels, travel, entertainment, restaurants, and more

There's a job and then there's purposeful, transformative work. Our aim is to create a workplace where you can learn, grow, and continuously refine your skills. Applicants rarely meet every single job requirement, and we appreciate that many skills and backgrounds can make people successful in this role. We are committed to creating a strong sense of belonging for all team members, and our process is designed to prevent discrimination against applicants regardless of gender identity, sexual orientation, religion, ethnicity, age, disability status, or any other aspect which makes you unique. If you're looking for a great next step, and want to feel good about what you do, we'd love to hear from you. 

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.