VIVO Infusion - Patient Services Trainer
Hybrid/Remote
The Patient Services Trainer owns training and onboarding across all Patient Services functions — Patient Access (insurance verification, prior authorization, appeals and denials), Patient Care Navigation (intake and fax triage), Medical Policy, and Patient Resources (co-pay and financial assistance) — with an initial emphasis on the Patient Access team while the broader curriculum is built out. This role designs and delivers training on Vivo’s core platforms and workflows, with a focus on infusion therapy and biologics/IgG products billed primarily through major medical (buy-and-bill) benefits, as well as pharmacy benefits. The individual owns training outcomes end-to-end — building the content, delivering and validating readiness, and tracking trainee performance after release to production — and collaborates with department leaders to keep training current with process, system, and payer-policy changes.
For this position, applicants must have the following experience:
- 2 years of experience working in high-volume insurance verification, benefits, and eligibility/authorizations.
- 2 years of medical billing and authorizations or managing physician referrals.
- 1 year experience working in a customer service or patient facing role.
The Patient Access Specialist will work remotely from a home office with a secure network. Only candidates residing in the states below at the time of employment will be able to be considered.
Arizona, Colorado, Connecticut, Florida, Georgia, Illinois, Kansas, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, North Carolina, New Hampshire, New Jersey, Nevada, New York, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Wisconsin, Wyoming, Washington D.C.
Compensation:
Benefits:
- Medical, Dental, Vision
- HSA w/ Employer Contribution
- Touchcare - Insurance Concierge Service
- 401K with Match up to 4%
- PTO: Accrual 3+ weeks
- PTO Buy-back, PTO Rollover, and PTO Donation Program.
- Wellness Reimbursement Program - $360 Annually
- Employee Referral Bonus - Uncapped Bonus Potential
- Tuition Assistance Program & Professional Association Reimbursement
- Employee Assistance Program (Employer-provided)
- Short & long-term disability (Employer-provided)
- Life Insurance (Employer-provided)
Employment Type, Schedule, FLSA Status:
- Full-time
- Position Schedule:
- Monday-Friday | Flexible hours 7:00am - 7:00pm EST
- Exempt
Reports to: Patient Access Director
Location:
-
The Patient Access Specialist will work remotely from a home office with a secure network. Only candidates residing in the states below at the time of employment will be able to be considered. Travel with Vivo equipment is not permitted without prior approval.
Arizona, Colorado, Connecticut, Florida, Georgia, Illinois, Kansas, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, North Carolina, New Hampshire, New Jersey, Nevada, New York, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Wisconsin, Wyoming, Washington D.C.
Primary role responsibilities:
New Hire Onboarding & Role Training
- Facilitate onboarding for new Patient Services staff across front-end functions — intake/fax triage, verification, authorization submission and follow-up, closing, appeals, and reauthorization.
- Train staff on Vivo’s core platforms — LeadingReach, WeInfuse, Tennr, SamaCare, Waystar, and AssistPoint/AnnexusHealth — including task-naming conventions, referral routing, and documentation standards specific to infusion and biologics/IgG referrals.
- Train insurance verification for both major medical (buy and bill) and pharmacy benefits, including how to identify the correct benefit pathway for infusion and biologic therapies.
- Educate staff on the distinction between buy-and-bill reimbursement and pharmacy benefit adjudication, including J-code billing, specialty pharmacy dispensing, and payer-specific routing.
- Train prior authorization submission and management for infusion therapies and biologics/IgG — payer-specific clinical criteria, step therapy, and medical necessity documentation.
- Train reauthorization and existing-patient retention workflows — reverifications, new insurances, updated orders, and transfers.
- Train patient financial assistance processes — co-pay cards, manufacturer assistance programs, and foundation enrollment relevant to high-cost infusion and biologic therapies.
- Conduct competency assessments and knowledge checks to validate staff readiness prior to independent work, and support new-hire ramp to productivity targets.
- Perform QA reviews of trainee and staff work during and following training to validate accuracy, with a target error rate of 5% or less before and after transition to independent production.
- Post-Training QA, Tracking & Success Measurement
- Build and maintain a post-training QA tracker to monitor newly released trainees’ accuracy, productivity, and workflow adherence during their initial production period.
- Conduct ongoing QA reviews of trainee work after training completion; identify performance trends and determine whether a trainee is on track for full independence or needs to be brought back into targeted training.
- Build and maintain trackers/dashboards to measure training and trainee success — ramp time to productivity, error rates, quality scores, and knowledge-check results — and use the data to refine curriculum and coaching.
- Adapt training delivery and follow-up coaching to individual learning styles, and communicate performance deficiencies and improvement plans clearly to the trainee and their manager.
Curriculum & Content Development
- Develop, maintain, and update training materials — SOPs, job aids, workflow guides, quick-reference cards, and presentations.
- Translate complex payer policies, buy-and-bill processes, pharmacy benefit structures, and authorization workflow into clear, accessible training content
- Build payer-specific modules covering commercial, Medicare Part B, Medicare Part D, Medicare Advantage, and Medicaid coverage pathways for infusion and biologic therapies.
- Maintain a central training library accessible to all Patient Services staff (MedTrainer / SharePoint).
- Collaborate with department leaders, compliance, and operations to ensure content reflects current processes, payer-policy changes, and regulatory requirements.
Performance Support & Ongoing Education
- Identify knowledge gaps through quality audits, error trends, productivity and turnaround data, and leadership feedback.
- Develop and deliver refresher training on payer-policy updates, formulary changes, and evolving authorization requirements for biologics and infusion products.
- Partner with management to support staff development plans.
- Track and report training completion, assessment scores, and outcomes to leadership.
Secondary Duties and Responsibilities:
- Work closely with intake, authorization, Revenue Cycle/billing, and internal pharmacy coordination teams to stay current on process and payer changes affecting infusion and biologic therapies.
- Serve as a subject-matter-expert resource for Patient Services staff.
- Participate in workflow redesign and system-implementation projects as needed.
- Maintain patient records and confidentiality via the electronic Medical Record System.
- Attend meetings related to department activities.
- Perform other duties as assigned.
Qualifications:
Education:
- High school graduate or equivalent required; associate or bachelor’s degree in Healthcare Administration, Business, or a related field preferred.
Experience:
- Minimum 1-3 years of experience delivering training to individuals or groups on major medical insurance benefits for infusion therapy and/or injectable medications, ideally within the infusion or specialty pharmacy industry — including the front-end referral process (benefits verification, prior authorization, copay assistance, medical policy review, and appeals/denials).
- Approximately 1-2 years of experience creating and designing training curriculum and content — including SOPs, job aids, and competency assessments — specific to infusion therapy and the nuances of medical insurance.
- Hands-on experience with insurance verification and prior authorization for infusion therapies and/or biologics/IgG products.
- Working knowledge of buy-and-bill reimbursement, J-code billing, and major medical benefit structures, as well as pharmacy benefit adjudication for specialty products.
- Familiarity with Medicare Part B, Medicare Part D, commercial, Medicare Advantage, and Medicaid coverage pathways as they apply to infusion and biologic therapies.
- Familiarity with co-pay assistance and manufacturer patient assistance program enrollment for high-cost biologic and infusion products.
- Strong knowledge of medical policies and payer coverage criteria related to infusion and biologic therapies.
- Familiarity with LeadingReach, WeInfuse, Tennr, or SamaCare a plus.
- Knowledge of HIPAA and payer compliance requirements.
- Demonstrated ownership of training outcomes, including post-release QA tracking and success measurement, rather than classroom delivery alone.
Skills:
- Excellent presentation, facilitation, and written communication skills.
- Proficient (intermediate level) with all Microsoft Office products; experience with an LMS (MedTrainer) preferred.
- Detail-oriented with strong organizational skills; proactive in identifying training needs and knowledge gaps.
- Collaborative and adaptable across departments and teams.
- Fluent in written and spoken English; able to communicate professionally with staff, vendors, providers, and patients.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Who We Are:
The Vivo Infusion team is focused on providing patients with the highest quality of care in a comfortable, safe, and convenient setting! Vivo is a national company with locations in 15 states, providing opportunities for growth and advancement as well as competitive benefits that support what matters most to you.
Our highly trained medical professionals are dedicated to delivering a safe, comfortable, and affordable solution for our patients. We offer an array of advanced therapeutics and provide personalized, care for every patient. These treatments are delivered by a highly-skilled, clinical nursing staff and monitored by board-certified advanced practitioners.
Vivo Infusion has received The Gold Seal of Approval® from The Joint Commission.
The Joint Commission Gold Seal of Approval is a nationally recognized distinction voluntarily earned by a select set of healthcare providers.
An organization that achieves The Gold Seal of Approval® shows its commitment to holding itself accountable to a high bar for quality and safety for those they serve.
Learn more about Vivo, by visiting our website: https://vivoinfusion.com/
Work Environment & Physical Demands:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The employee is frequently required to sit and infrequently required to stand, lift and/or move up to 25 pounds. While performing the duties of this job, the employee is required to sit, stand; walk and talk, and hear. Requires excellent visual dexterity and manual dexterity. Travel is minimal in this role but can be up to 10% of the time.
RECRUITMENT PRIVACY STATEMENT | Notice to All Applicants:
Vivo Infusion posts all open positions on the Careers page of the company website: https://vivoinfusion.com/careers/
Applicants will never be asked to provide personal identification information (e.g., SSN, Driver’s License, Passport) or financial information (e.g., Banking Information) during the application and Interviewing process.
We may request:
- Contact details such as name, address, email address, and phone number.
- Employment history including previous employers and job titles/positions.
- Background information including academic/professional qualifications, job qualifications, education, certifications or licenses, details included in your CV/resume, transcripts, and employment references.
- Nominated references including their name, contact details, employer, and job role.
- Proof of your eligibility to work in the US.
- Desired salary.
If you have any questions or concerns about this Recruitment Privacy Statement or how we handle your personal data, please contact us at 855.478.1528 or emailing Info@VivoInfusion.com.
