Job Description:

At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.



Summary:



Responsible for providing and administering quality training for the to increase relevant skills and knowledge of all contact center resources. Participates in the coordination, scheduling, and delivery of training. Develops curriculum that supports the objectives. Responsible for understanding all aspects of call quality, customer service, internal and external compliance requirements, to ensure new hire and ongoing curriculum is driving performance and quality. Creates knowledge assessments to validate end-users have acquired the desired skills and knowledge during new hire and ongoing training. Excellent written communication skills, superior presentation skills and enjoys working with and helping train others to be successful.



Responsibilities:



Works with applicable business unit/area to establish specifications of course, prerequisite skills and knowledge for trainees. Assesses the effectiveness of training that has been delivered and creates action plans to improve performance.


Assists management in formation of quarterly and yearly goals, and in the development and implementation of policies and procedures for training purposes.


Coordinates the training materials of end-users for new releases. Partners with the Workforce Management Team to schedule the appropriate contact center resources.


Develops training programs designed to give newly hired employees the skills to be successful in the role, including systems and customer service soft skills, as well as department processes and procedures.


Maintains a strong understanding of the Epic application module functionality to teach end-users how to properly use the system.


Maintains a strong understanding of the end-user workflows to teach end-users how workflows change within the Epic system.


Monitors inbound and outbound calls for the purpose of measuring service skills, adherence to internal processes and scripting, quality of the customer service provided, and accuracy of information gathered to drive effective employee coaching during the training process.


Prepares and maintains training materials for inbound and outbound contact center training programs. Ensures customer satisfaction metrics are met.


Stays abreast of trends concerning adult learning techniques, customer service and contact center focused training programs.


Uses existing training content to coordinate, develop, design and maintain team and individual training materials specifically for the contact center end-user.


Works closely with contact center leadership to identify areas of deficiency and develop training to improve competency, continuing education, and process improvement.



Competencies:



ACCOUNTABILITY, ACCURACY, CONTENT PRESENTATION AND DELIVERY, CUSTOMER SERVICE, HIPAA, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR, TEAM WORK



Education and Certification Requirements:



Associates (Required)



Additional Job Information:



Complexity of Work: Requires strong Microsoft Suite knowledge, critical thinking skills, effective communication skills, decisive judgment and the ability to work with minimal supervision. Must be able to work in a stressful environment and take appropriate action. May require specialized knowledge in a business line. Ability to be flexible with the ability to work successfully in a rapidly changing environment. Required Work Experience: Two (2) years of experience facilitating classroom training, working with instructional design, adult learning and training methodologies. Expertise in learning management systems and functionality or developing teaching plans and curriculum. Other Information: Additional Information: Employment in this position is contingent upon successful completion of a Level II Criminal History record check.Strong leadership skills, superior influencing ability, broad perspective, and a partnership-based approach to relationships with the ability to manage strategically and think innovatively preferred. One (1) year of call center experience, Epic certification and/or experience preferred. Bachelor's degree in related field preferred.Additional Education Info: Associate s degree in education, organizational development or healthcare related field. Equivalency for degree: High School diploma and at least 4 years of experience facilitating classroom training.



Working Conditions and Physical Requirements:

• Bending and Stooping = 40%


• Climbing = 20%


• Keyboard Entry = 60%


• Kneeling = 40%


• Lifting/Carrying Patients 35 Pounds or Greater = 0%


• Lifting or Carrying 0 - 25 lbs Non-Patient = 60%


• Lifting or Carrying 2501 lbs - 75 lbs Non-Patient = 40%


• Lifting or Carrying > 75 lbs Non-Patient = 0%


• Pushing or Pulling 0 - 25 lbs Non-Patient = 60%


• Pushing or Pulling 26 - 75 lbs Non-Patient = 40%


• Pushing or Pulling > 75 lbs Non-Patient = 40%


• Reaching = 40%


• Repetitive Movement Foot/Leg = 0%


• Repetitive Movement Hand/Arm = 60%


• Running = 0%


• Sitting = 60%


• Squatting = 40%


• Standing = 60%


• Walking = 60%


• Audible Speech = 60%


• Hearing Acuity = 60%


• Smelling Acuity = 0%


• Taste Discrimination = 0%


• Depth Perception = 60%


• Distinguish Color = 60%


• Seeing - Far = 60%


• Seeing - Near = 60%


• Bio hazardous Waste = 0%


• Biological Hazards - Respiratory = 0%


• Biological Hazards - Skin or Ingestion = 0%


• Blood and/or Bodily Fluids = 0%


• Communicable Diseases and/or Pathogens = 0%


• Asbestos = 0%


• Cytotoxic Chemicals = 0%


• Dust = 20%


• Gas/Vapors/Fumes = 0%


• Hazardous Chemicals = 0%


• Hazardous Medication = 0%


• Latex = 0%


• Computer Monitor = 60%


• Domestic Animals = 0%


• Extreme Heat/Cold = 0%


• Fire Risk = 0%


• Hazardous Noise = 0%


• Heating Devices = 0%


• Hypoxia = 0%


• Laser/High Intensity Lights = 0%


• Magnetic Fields = 0%


• Moving Mechanical Parts = 40%


• Needles/Sharp Objects = 0%


• Potential Electric Shock = 20%


• Potential for Physical Assault = 20%


• Radiation = 0%


• Sudden Decompression During Flights = 0%


• Unprotected Heights = 0%


• Wet or Slippery Surfaces = 20%

Shift:



Primarily for office workers - not eligible for shift differential



Disclaimer: This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification.


Wages shown on independent job boards reflect market averages, not specific to any employer. We encourage candidates to talk to their Memorial Healthcare System recruiter to discuss actual pay rates, during the hiring process.


Memorial Healthcare System is proud to be an equal opportunity employer committed to workplace diversity.


Memorial Healthcare System recruits, hires and promotes qualified candidates for employment opportunities without regard to race, color, age, religion, gender, gender identity or expression, sexual orientation, national origin, veteran status, disability, genetic information, or any factor prohibited by law.


We are proud to offer Veteran's Preference to former military, reservists and military spouses (including widows and widowers). You must indicate your status on your application to take advantage of this program.


Employment is subject to post offer, pre-placement assessment, including drug testing.


If you need reasonable accommodation during the application process, please call 954-276-8340 (M-F, 8am-5pm) or email TalentAcquisitionCenter@mhs.net Apply Now