. . Key Responsibilities 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, and system changes. Evaluation & Performance Assessment (25%) • Conduct Skills Evaluation Interviews (SEIs) to assess communication skills, system navigation, and workflow accuracy. • Track progress via Salesforce, TalentLMS, and receptionist-specific checklists. • Lead recovery training for cancelled VAs re-entering the system based on identified skill gaps. • Deliver structured feedback and escalate retraining needs as required. Instruction & Training Delivery (20%) • Teach core front-office workflows: patient scheduling, registration, insurance verification, referrals, authorizations, and EHR navigation. • Lead live and recorded sessions on call handling, tone, patient coordination, and workflow accuracy. • Facilitate mock call scenarios and scheduling exercises to simulate real clinic situations. • Train learners on 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. Required Qualifications • US medical receptionist / front office experience, ideally 3 years — strong trainers with slightly less operational experience will also be considered. • Experience gained supporting actual US healthcare providers (hospitals, clinics, physician practices), not the payer/insurance side. • Strong system fluency in EMR/EHR and scheduling tools, with the ability to teach workflows clearly and confidently. • Proven experience onboarding or coaching VAs or healthcare staff — via live sessions, mock call simulations, and/or Skills Evaluation Interviews (SEIs) (any one of these is sufficient). • Strong working knowledge of appointment scheduling and insurance verification (top sourcing priorities), plus general front-desk duties (patient intake, referrals, call handling). • HIPAA certification expected. Preferred Qualifications • Experience at a direct BPO/VA-industry competitor (e.g., MedVA, Hello Rache, GMVA, DocVA). • Working knowledge of TalentLMS, Salesforce, Canva, Calendly, and G Suite. • Ability to develop, deliver, and update training content based on VA needs, system changes, and payer updates. Technical & Soft Skills • Familiarity with US EMR/Practice Management systems (Athenahealth, eClinicalWorks, Kareo, AdvancedMD, Epic, or similar) — specific platform is flexible. • Strong communication with a focus on professional tone, empathy, clarity, and accuracy in patient-facing interactions. • Solid understanding of HIPAA compliance, PHI handling, and documentation standards. Experience Requirements • Experience level should land at strong mid-to-early-senior / SME-caliber, even if total years are closer to 1–3 than a strict 3+. • At least one of: formal training experience, coaching experience, or interviewing/skills-evaluation experience. Reporting Structure Reports to the SM Manager and functions as an individual contributor / consultant — not a people manager. Sits alongside the Dental Billing Training Coordinator on the SM leadership team. Role-Specific Expectations & Business Context • This person needs true end-to-end front-desk fluency — if a candidate only knows insurance verification without scheduling (or vice versa), they won't be able to fully train the medical receptionist team. • Candidates from competitor VA firms serving US healthcare clients are a strong, ready-made fit. .