Administrative Education Specialist

Job Description

Job Description

Description:

The Administrative Education Specialist is responsible for developing, standardizing, and maintaining training, workflows, and Standard Operating Procedures (SOPs) across key administrative roles at Appalachian Mountain Health, including Patient Support Representatives (PSRs), Administrative Clerks, and Referral Coordinators. This role ensures consistency, quality, and compliance in administrative operations and customer service delivery.

The Administrative Education Specialist oversees education, competency validation, and call quality auditing as part of the organization’s customer service program and serves as a central resource for administrative best practices and continuous improvement.

Training, Education & Competency

• Develop, implement, and maintain standardized onboarding and ongoing education programs for PSRs, Administrative Clerks, and Referral Coordinators.
• Ensure training content aligns with approved SOPs, policies, regulatory requirements, and organizational standards.
• Create and update training materials, job aids, scripts, and reference guides.
• Facilitate classroom, virtual, and one-on-one training sessions.
• Support competency validation and retraining as workflows or expectations change.

Standard Operating Procedures (SOPs)

• Develop, review, and maintain SOPs for PSR, Administrative Clerk, and Referral Coordinator roles.
• Ensure SOPs accurately reflect current workflows, systems, and regulatory requirements.
• Collaborate with operational leaders to approve, update, and communicate SOP changes.
• Maintain version control and documentation standards for all administrative SOPs.
• Ensure SOPs are incorporated into training, coaching, and performance evaluations.
• Monitor adherence to SOPs and identify opportunities for clarification or improvement.

Standardization & Quality Improvement

• Establish consistent workflows and role expectations across administrative functions and locations.
• Identify operational gaps or inconsistencies and recommend process improvements.
• Partner with leadership to support continuous improvement initiatives and change management.
• Assist with implementation of new workflows, systems, or service standards.
• Implement and Maintain Service Recovery efforts for the full organization. Manage patient complaints and review systems each time a complaint is brought forward to understand if any changes are needed.

Customer Service Program & Call Audits

• Conduct routine call monitoring, audits, and grading in alignment with established customer service standards and SOPs.
• Provide constructive feedback, coaching, and corrective guidance based on audit results.
• Track trends related to call quality, compliance, and patient experience.
• Prepare audit summaries and recommendations for leadership and staff development.

Collaboration & Operational Support

• Serve as a subject matter expert and resource for administrative staff.
• Collaborate with supervisors and managers on performance improvement plans when needed.
• Support onboarding, retraining, and operational readiness during growth or change.
• Assist with audits, accreditation readiness, or internal reviews related to administrative operations.

Required Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Minimum of 3 years of experience in healthcare administration, patient access, or customer service.
• Demonstrated experience with SOP development, training, or quality improvement preferred.
• Strong understanding of front-office healthcare workflows, referrals, and patient communication.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to evaluate performance and provide professional coaching.
• Proficiency with EHR systems, call management platforms, and Microsoft Office.

Preferred Qualifications

• Experience in an FQHC or community health center environment.
• Experience conducting call audits or quality assurance reviews.
• Knowledge of HIPAA, HRSA, and healthcare compliance standards.
• Background in education, instructional design, or staff development.

Core Competencies

• SOP development and maintenance
• Training and education delivery
• Quality assurance and auditing
• Process standardization
• Coaching and performance improvement
• Cross-functional collaboration

PHYSICAL REQUIREMENTS

• Seeing: Must be able to read written and printed material, as well as use computer, fax machine, Xerox machine and other office equipment.
• Hearing: Must be able to hear well enough to communicate with coworkers and others. Good hearing is necessary to receive detailed information through oral communication and to make fine discriminations in sound.
• Sitting: Must be able to sit for the majority of the work shift while answering telephone and communicating with others.
• Standing/Walking/Mobility: Must be able to stand intermittently and be capable of walking on hardwood and linoleum floors with concrete underpayments. Must be able to walk between various clinical areas and departments.
• Fingering/Grasping/Feeling: This position requires manual and finger dexterity and eye-hand coordination for easy and skillful use of hands when working with and performing normal office duties and responsibilities.

WORK ENVIRONMENT

• Fast paced work environment.
• The noise level in the work environment is usually moderate.

DISCLAIMER The above duties and responsibilities are essential job functions, subject to reasonable accommodations. All job requirements listed indicate the minimum level of knowledge, skills and/or abilities deemed necessary to perform the job proficiently. This job description is not intended to be construed as an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform any other job-related instructions, as requested by their supervisor, subject to reasonable accommodation.