Patient Services Trainer
New Castle, DE Support Services
Job Type



Westside Family Healthcare is a nonprofit organization that provides high quality primary medical care without regard to ability to pay. The core responsibilities of the Patient Services Trainer are to train team members on and oversee the processes associated with Patient Services Representatives, Enrollment Services, and Schedulers to ensure that we are consistent in our efforts to improve patient compliance and data entry quality to maximize revenue, reporting, and compliance to our policies and procedures, including FQHC requirements and the Migrant Seasonal Agricultural Worker (MSAW) program. The incumbent monitors and follows up on the activities of all Patient Services Representatives, Enrollment Services, and Schedulers but does not manage their effort.


A Primary Care Medical Home is not a special building. It is a way to provide healthcare that puts the patient at the center of health care decision-making. As a community health center, Westside Family Healthcare provides care for everyone who walks through our doors, regardless of ability to pay, immigration or citizenship status, national origin, religion, race, ethnicity, gender identity, or sexual orientation.

OUR MISSION: To improve the health of our communities by providing equal access to quality healthcare, regardless of ability to pay.

OUR BENEFITS: Our benefit package includes medical insurance, dental insurance, vision insurance, life and disability insurance, a 401(k) retirement plan with a match, and supplemental insurances. We offer a generous PTO package and flexibility to provide work/life balance. Westside Family Healthcare is an Equal Opportunity Employer that values diversity.


  1. Identify policy and procedure related efforts that would benefit from routine review/auditing (regularly scheduled activities), such as patient registration, patient scheduling, bad addresses, incomplete scales, collection accounts, and customer service, and develop methods for ensuring that actions are completed in a timely manner using consistent methods.
  2. Identify data sources within software systems (Allscripts, Phreesia, Apricot, etc.) and extraction methods to gather data and report on employee compliance with policies and procedures. Tasks monitored will change over time but will focus on items noted above and will result in one-on-one training with staff members as needed.
  3. Work with the Associate Director of Site Operations to create a performance reporting package for leadership and Office Management teams and communicate areas of concern or opportunities for further training.
  4. Work with the Director of Revenue Cycle, Call Center Manager, and the Manager of Enrollment Services to identify areas requiring additional training for Patient Services Representatives, Scheduling team members, and Enrollment Services team members to maximize program enrollments and revenue collection.
  5. Work with Migrant Seasonal Agricultural Worker leadership team to coordinate the training of the program’s Patient Services Representatives prior to the start of the annual season. Monitor performance and provide additional training as needed.
  6. Evaluate procedures at each site to ensure standardization of workflows.
  7. Work with Office Managers to improve reporting and compliance with established procedures at all sites.
  8. Follow up to be sure patients are being enrolled in state programs (ex. SFL, HCC, Medicaid, etc.).
  9. Develop communication and training tools as a method for continual training process and present to individuals or groups and be the resource for other managers in developing their training processes and performance measures.
  10. Participate in committees, advocacy and outreach efforts as requested.
  11. Other duties as assigned.

  1. Associates Degree in business, healthcare, or related fields
  2. A minimum of five years in a healthcare environment
  3. Excellent customer service skills
  4. Excellent analytical, investigative, verbal, written and organization skills
  5. Ability to deal with potentially stressful situations in a sensitive and caring manner
  6. Computer experience necessary
  7. Proficient user of Excel and presentation software
  8. Flexible to changes within position and organization
  9. Ability to travel between work sites
  10. Excellent interpersonal skills