Subject Matter Expert (Medical Reception)
My Mountain Mover
- Philippines
- US$1,100-1,200 per month
- Permanent
- Full-time
- Great company culture!
- A lot of opportunity for growth and development!
- Monthly basic salary is between $1100 to $1200 per month
- 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
- 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
- Background in instructional design, curriculum building, or training material development is a strong plus
- 3+ years in a medical front-desk, EMR-heavy, or call-based coordination role
- Experience in instruction, coaching, or virtual training preferred
- 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
- 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.
- 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.
- 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.
- 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.
- 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.