Contact Center Trainer

Position Summary Responsible for the facilitation of training for Patient Access Center’s schedulers and referral agents. This includes new hire onboarding, core skills, customer experience, call flow, technologies, and standardized workflows for multiple service lines. Evaluates the needs and current practices and creates and delivers a training development plan complete with materials, tutorials, instructions, and learning resources such as online modules and guides. Essential Functions  Facilitates New Team Member Training program, onboarding, continuous education, and additional training initiatives, as assigned.  Confident public speaker and a devoted educator who is up-to-date on the latest tools and resources needed to improve employee training and performance.  Continuously monitors Patient Access Center call flow, core skills, and workflows to ensure accurate patient registration, appointment scheduling, and call handling in alignment with established quality assurance expectations.  Demonstrates proficiency with core applications and workflows, providing subject matter expertise.  Proactively seeks to gain knowledge in all areas of patient access to include workflows and standard operating procedures in all service lines supported by the Access Center.  Actively participates in access center departmental meetings to promote open, consistent communications for continuous performance improvement, collaborating with department leaders to identify and assess organizational, departmental, and individual training needs.  Analyzes workflows and processes, identifies knowledge needs, and collaborates with direct leadership and stakeholders to establish a vision for creating, updating, and managing instructional content.  Develops instructional materials, computer tutorials, reference materials, and visual aids for meeting specific access center training program objectives.  Consistently reviews training materials and instructional content to ensure that materials are current and in alignment with organizational and departmental goals and initiatives.  Reviews, resolves, and documents any training, trainee performance and behavior or workflow issues encountered in a timely and efficient manner and communicates issues with direct leadership and corresponding stakeholders.  Assists and supports the implementation of process improvements, both intradepartmental and interdepartmental. Promotes efficiency, identifying opportunities to streamline processes and workflows, when applicable.  Responds positively to change and acts as an ambassador in support of organizational and departmental goals and initiatives.  Maintain records of training activities and team member progress.  Supports Contact Center leadership by providing trainee feedback during assigned training.  Exhibits compassion, empathy, patience, and understanding in alignment with the Way.  Demonstrates effective and efficient use of department and organizational resources.  Maintains reasonably regular, punctual attendance consistent with policies, the ADA, FMLA and other federal, state, and local standards.  Maintains compliance with all policies and procedures.

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2+ years of experience as a corporate trainer with Contact Center (Call center environment)
Experience working with EMR - EPIC
1+ year of healthcare experience

Bachelors Degree
Experience building curriculum or Instructional Design background
EPIC- Scheduling- cadence and registrar

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.