Enterprise Contact Center Trainer
Stanford Health Care - Newark, NJ
posted 16 days ago
About the position
The Stanford Health Care (SHC) Enterprise Contact Center (ECC) Shared Services department supports contact centers and access processes throughout the enterprise. This includes, but is not limited to, all referral, scheduling, previsit activity, phone handling, and customer service skills. Responsibilities include training staff in the ECC as well as all staff at SHC who perform access functions, which include: radiology scheduling, new patient coordination, phone call handling, customer service contact center navigation, and clinic scheduling staff. The Trainer will develop and deliver technical and operational training programs. Other responsibilities include working with operational managers, project managers, and the quality assurance team to achieve high levels of staff performance and accomplish ECC business objectives.
Responsibilities
- Assist in conducting training needs assessments for systems (e.g. EMR, Knowledge Management, ACD, etc.)
- Assist in gathering training requirements from staff, operations managers, clinic managers, ECC directors, and others.
- Develop learning objectives that describe desired training outcomes.
- Design training curriculum and learning plans to ensure performance objectives are met.
- Develop training materials including PowerPoint presentations, hand-outs, scenarios, exercises, and other documents.
- Develop instructor guides for Operations Trainers.
- Deliver training according to curriculum plans.
- Travel to client organization sites to assess training needs and deliver training.
- Develop and implement training assessments to ensure knowledge and skill retention.
- Provide post-training feedback and coaching as necessary.
- Communicate trainee performance to operational managers.
- Assist in developing job aids and reference materials.
- Participate with the QA Team in call calibrations.
- Build and maintain knowledge of training best practices.
Requirements
- High school diploma required
- Bachelor's degree in a work related discipline or trainer certification preferred
- Four (4) years' experience in a customer service setting
- Two (2) years' experience delivering training in a contact center or health care operations setting
- Entry level knowledge of adult learning principles
- General knowledge of health care terminology, insurance, billing, and medical records
- Skilled in organizing and coordinating training including scheduling classrooms, printing materials, accessing training databases, and troubleshooting training display technology
- Knowledge of how to conduct a training needs assessment
- Basic knowledge of the curriculum development process including analysis, instructional design, developing outlines, learning objectives, materials, and assessments
- Ability to communicate complex training content to participants, answer questions, and ensure understanding
- Ability to deliver classroom, online (WebEx), or one-on-one training
- Advanced written and oral communication skills
Benefits
- Equal Opportunity Employer
- Commitment to providing an exceptional patient & family experience
- Diversity and inclusion initiatives
