Patient Experience Trainer

    • Job Tracking ID: 512365-657058
    • Job Location: Petaluma, CA
    • Job Level: Entry Level (less than 2 years)
    • Level of Education: High School/GED
    • Job Type: Full-Time/Regular
    • Date Updated: November 08, 2018
    • Years of Experience: Up to 2 Years
    • Starting Date: ASAP
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Job Description:

The Petaluma Health Center’s mission is to provide high quality health care, with access for all, in Southern Sonoma County. The Center accomplishes this mission through collaborative, innovative programs, services and referral resources that meet the economic needs of the entire community.

The Petaluma Health Center is an eight-time award winner in the North Bay Business Journal’s Best Places to Work for 2017, 2016, 2015, 2014, 2013, 2012, 2011 and 2009 and we were named as one of '2015 Healthiest Companies in the North Bay' by the North Bay Business Journal.

We are a Federally Qualified Health Center (FQHC) that provides primary medical care and mental health services to residents of Petaluma, Rohnert Park, Cotati, Penngrove and surrounding areas. We are organized as a private, non-profit corporation and governed by a consumer and community led Board of Directors.

For more information about us, please visit us at

Position Title: Patient Experience Trainer

Summary: The Patient Experience Trainer is responsible for training new and existing employees about Front Office, Call Center and Laboratory Administrative Duties as well as Telephone Systems and the utilization of the Wiki. The trainer will assist and guide employees through shadowing and performance audits. The trainer will provide progress reports to management and participate in training meetings and projects. This position will be responsible for maintaining and updating training documentation, evaluating performance quality and identifying staff training opportunities.

Areas of Responsibility:

Patient Experience:

  • Role model for driving a positive patient customer service experience
  • Capable of creating a positive learning environment, conveying objectives clearly, encouraging and motivating trainees, and evaluating learning outcomes
  • Adhere to all organizational policies, HIPAA regulations and Joint Commission guidelines


  • Proficient and knowledgeable of the training module, steps and tasks included
  • Achieve and maintain a high level of technical skills and knowledge of training systems, PHI systems, phone systems, and contact systems, patient facing systems (portals and website)
  • Responsible for extensive knowledge of appointment protocols (new patient, controlled medication screening, mental health, women’s health and ect.)
  • Serve as a resource for staff: new information, questions, challenging patients and situations, PHI system entry and workflows
  • Maintain comprehensive knowledge of the training Wiki and its components in order to communicate the correct information and handle any question from trainees
  • Must demonstrate the skill detailed in training Wiki

Administrative Support:

  • Possess analytical and planning skills to assess training needs
  • Work with management and members of the training team to establish overall training objectives
  • Arrange and schedule training sessions to minimize disruption to normal working, while ensuring that employees achieve the levels of skills necessary for their jobs
  • Present training programs
  • Asses trainees’ understanding and progress, and make any necessary adjustments to the program


  • Evaluate the competency levels of the individual trainees so that they can work with employees with different knowledge and skill levels and learning styles
  • Listen to call recordings, performs call evaluations and monitor individual key performance indicators
  • Capture and evaluate the outcomes of training sessions and maintain records of trainees’ progress and achievements
  • Complete training requirements for each trainee


Experience and Skills:

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.


  • High School or equivalent or higher education
  • Minimum two years of experience in customer or patient services

Desired Skills:

  • Strong communication skills, verbal and written
  • Experience and demonstration of strong customer service skills
  • Excellent oral and written communication skills
  • Basic working knowledge of insurance coverage, claims submission and preauthorization process
  • Sensitivity to the needs and situations of multi-cultural populations from a variety of income levels
  • Excellent attention to detail

Language Skills: Ability to effectively present information and respond to questions and requests from patients, co-workers, and others as necessary. Bilingual in English and Spanish; verbal and written preferred.

Mathematical Skills: Ability to add, subtract, multiply, divide in all units of measure, using whole numbers, common fractions and decimals.

Reasoning Ability: Ability to recognize problems, collect data and establish facts.

Computer Skills: High level of computer literacy and proficient in MS Office (Word, Excel and Outlook), electronic medical records, web applications and the ability to type 35 words per minute.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Movement within health center complex environment repeatedly throughout the day
  • Ability to write by hand, use phone, use computer keyboard and mouse extensively to perform general office functions
  • Manual wrist and finger dexterity and wrist-finger speed sufficient to perform repetitive actions for extended periods of time
  • Ability to effectively communicate by hearing continuously and speech in a manner which can be understood by a diverse population
  • Ability to give and follow verbal and written instructions with attention to detail and accuracy
  • Must have visual acuity near and far (20 inches to 20 feet), depth perception, field of vision, ability to focus on an object, ability to identify and distinguish colors
  • Ability to sit or stand for extended periods of time (minimum periods of one hour at a time)
  • Ability to frequently walk, bend, squat, stoop, kneel, twist, crouch, and climb with the use of a step stool
  • Ability to grasp, hold and pick up and reach with hands and arms
  • Ability to frequently lift and or move up to 15 pounds (supplies and equipment)
  • Ability to occasionally lift and carry up to 35 pounds (periodic lifting of supplies or equipment)
  • Ability to coordinate multiple tasks simultaneously
  • Ability to travel to and from other health center sites and community locations