Training Coordinator,PCC Operations

Pediatric Associates - Plantation, FL

Full-time

Plantation, FL

Ambulatory Health Care Services

About the position

The Training Coordinator for PCC Operations at Pediatric Associates is responsible for coordinating the training and development of Patient Contact Center Agents. This role ensures that all new agents are well-educated on phone policies and procedures, and it plays a crucial part in enhancing the quality and efficiency of the patient contact center staff. The coordinator will conduct refresher trainings, assist in quality improvement initiatives, and maintain effective communication with the leadership team.

Responsibilities

• Assist in the training and development of new Patient Contact Center Agents.
• Support the Patient Contact Center Training and Development Manager in improving work quality and efficiency.
• Educate staff on policy and procedure changes.
• Conduct monthly refresher trainings for ongoing staff development.
• Assist in the development and implementation of Quality Improvement initiatives.
• Maintain communication with the Patient Contact Center Leadership team regarding conflicts or incidents.
• Assist with employee performance evaluations and continuous education.
• Ensure remedial actions are taken when performance expectations are not met.
• Maintain thorough knowledge of departmental policies.

Requirements

• High School Diploma or equivalent required.
• MA Diploma or Certification preferred.
• Strong verbal, written, and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Ability to work well in a team environment.
• Effective planning, prioritization, and organization skills.
• High degree of initiative, judgment, discretion, and decision-making skills.
• Prefer 2 years of phone experience in a medical office setting.
• Pediatric medical triage experience preferred.