About Us



As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research. We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step. Our employees use the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.



The Opportunity



Mass General Brigham is seeking a full-time Training Specialist. Under the general direction of the Quality Assurance & Training Supervisor, the Training Specialist is responsible for identifying trends and creating, developing, and delivering training curriculum in various formats to new and existing Ambulatory Contact Center (ACC) employees. The Training Specialist's primary role is not just creating, planning, and conducting training sessions. It's about making a significant impact by focusing on improving customer service skills, which is crucial to our contact center operations. As a key player in the team, the Training Specialist works closely with the Director and contact center operations to develop and maintain training curriculum and materials utilizing data obtained through the quality assurance processes. This collaborative effort is crucial in ensuring effective training and employee development, particularly in scheduling accuracy, customer service, telecommunications software, and other job-related needs of contact center representatives. The Specialist ensures that the training provided is adaptable to service demands. The Training Specialist is a training facilitator and a proactive identifier of training needs. They work to develop internal programs and coordinate with outside departments when appropriate. Their role is to effectively identify and utilize MGB/MGH training resources, such as orientation and training programs, where appropriate to meet departmental goals and eliminate redundancies. This proactive approach empowers the Specialist to shape the training landscape and contribute to our continuous growth and improvement.



Responsibilities



• Contribute to defining departmental expectations and ensuring the training program supports contact center expectations; provide feedback to management regarding the contact center functions.
• Establish a process for evaluating and receiving feedback from contact center employees and leadership to assess training effectiveness.
• Monitoring staff productivity and performance; developing, administering, and tracking skill assessments and measures. Refers performance, quality, and other employee matters that may be identified to the employee's leadership.
• Identifying trends from practice-reported issues, scheduling errors, and quality control data to develop individualized training programs and initiatives in response to operational quality and efficiency.



Qualifications

Qualifications



Education and Skills
• Bachelor's Degree preferred, focusing on healthcare, management, or similar.
• Understanding of contact center operations, roles, equipment, standards, and requirements with at least 4 years of experience working in a contact center.
• General knowledge of clinical operations, policies, procedures, and workflows.
• Excellent organizational skills to effectively manage day-to-day project and operational tasks, establish priorities, and be flexible to accommodate changes in priorities to reflect the needs of the work environment.
• Must have experience with Microsoft Office products (i.e., PowerPoint, Visio, Teams, Outlook) and contact center and/or patient scheduling systems required with EMRs (Epic) and telecommunications (Cisco) software preferred.
• Required EMR experience, experience with Epic, Meditech, Citrix, etc...
• Flexible, adaptable, resourceful, willing, and able to self-teach and learn quickly.
• Excellent knowledge of customer service best practices.
• Strong teaching abilities and mentoring skills. Comfortable teaching in a virtual classroom setting or one-on-one training.
• Good communication, interpersonal, and conflict resolution skills.
• Ability to lead personnel in a fast-paced and stressful work environment.



Working Conditions and Required Shifts



• Remote; requires a Stable, Secure, Quiet, HIPPA-compliant workstation with an ethernet connection on a private network.
• Monday Through Friday, 40 hours per week, Eastern Business Hours


Working Agreement


• All employees must be able to connect via ethernet cable to their home router/modem to access web-based secure programs to complete duties compliantly.
• Must have HIPAA-compliant workspace (a dedicated, private workspace with a lockable file cabinet that is free from distraction and separate from others, quiet and secure).



EEO Statement

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.