Subject Matter Expert

Summary

Join our team as a Medical Receptionist Training Specialist (MRTS) and play a multifaceted role in our SME Program, combining instruction, learner support, skill evaluation, and content development. You will teach foundational front-desk workflows, lead training sessions, conduct skills evaluations, and monitor learner progress. The role also involves developing training content, providing learner support, and ensuring compliance with HIPAA standards. Flexibility and the ability to adapt to learner trends and clinic updates are essential. This is a permanent work-from-home opportunity with a monthly salary between $1100 and $1200. We offer a great company culture, opportunities for growth, HMO and dependent coverage, paid US holidays, paid time off, free HIPAA certification, and various incentives.

Requirements

• Minimum 3 years of front-desk experience in a medical or dental setting, including hands-on scheduling for multi-provider calendars
• Prior experience as a Virtual Assistant (VA) or remote medical/dental receptionist supporting U.S.-based clinics
• Confident in leading live training sessions, walkthroughs, Skills Evaluation Interviews (SEIs), and roleplay simulations
• Proven ability to coach, onboard, or train others on administrative workflows in a healthcare setting
• Skilled in designing mock scenarios and developing training content using tools like Canva and TalentLMS
• Familiarity with U.S. EMR systems, HIPAA standards, and patient communication protocols
• Working knowledge of scheduling and productivity tools such as TimeClockWizard, Calendly, and Salesforce
• Experience supporting both front office and back office coordination workflows
• 3+ years in a medical front-desk, EMR-heavy, or call-based coordination role
• Clear and professional communication skills, both verbal and written
• Proficient with remote platforms (e.g., TalentLMS, Salesforce, Google Workspace)
• Familiarity with HIPAA, EMR usage, and remote front-desk workflows

Responsibilities

• Instruction & Training Delivery
• Teach foundational front-desk workflows including scheduling, calendar triage, patient intake, EMR navigation, and insurance check basics
• Lead live and recorded training sessions focused on tone, call handling, escalation timing, and front-desk task sequencing
• Facilitate simulations and mock calls to develop learner fluency, task confidence, and professional phone presence
• Evaluation & Performance Assessment
• Conduct Skills Evaluation Interviews (SEIs) to assess communication style, core task readiness, and workflow understanding across applicable VA roles
• Monitor learner progress and activity via Salesforce, TalentLMS, and other internal tools
• Deliver targeted feedback and partner with the Training Ops team on retraining plans based on skill gaps
• Lead recovery training sessions for cancelled VAs returning through the re-entry process, focusing on rebuilding core skills, professionalism, and communication
• Content & Curriculum Support
• Contribute to micro-modules on topics such as EMR messaging, appointment prep, and de-escalation strategies
• Suggest updates to existing training content based on learner patterns, clinic protocol shifts, and SME team review
• Learner Support & Technical Guidance
• Provide practical guidance during live sessions, practice calls, or coaching threads—clarifying tone, phrasing, and task flow
• Address learner questions in real-time with actionable, example-based support
• Flag common misunderstandings and collaborate with the SME Lead to adjust training coverage where needed
• Compliance & Documentation
• Reinforce HIPAA and patient privacy requirements across all training content, roleplays, and learner interactions
• Teach effective documentation practices, including call summaries, internal message handling, and audit-ready note-taking

Preferred Qualifications

• Background in instructional design, curriculum building, or training material development
• Experience in instruction, coaching, or virtual training

Benefits

• Great company culture!
• A lot of opportunity for growth and development!
• Permanent Work-From-Home opportunity
• HMO and Dependent Coverage
• Paid US Holidays
• Paid Time Off
• Free HIPAA Certification
• Incentives e.g. performance incentives, referral bonuses, and attendance incentives