Job Summary The Trainer, Workforce Development maximizes call center coordinators effectiveness by ensuring coordinators have thorough knowledge of products, services and can effectively use closing skills, troubleshoot, resolve problems, provide core services and provide positive customer experience to existing and potential customer base. The person in this role will have a thorough understanding of competition within industry. Will have deep understanding of Epic, My Chart, CRM marketing tools and Telephony System, technical support and new product development and launches.
Create, plan, conduct, coordinate and implement a comprehensive training program and materials for staff. Contributor to staff member centralized knowledge base. Training components will be geared toward new hires, existing staff and individuals who seek one-on-one assistance.
Prepare new coordinators by conducting orientation to sales and service processes; developing individual coaching plans; providing resources and assistance; scheduling orientation and ongoing training. Provider feedback to operations managers for performance evaluations.
Determine training needs by observing sales and service encounters; quality control on omni-channel encounters, studying sales, technical, service and customer experience results reports; conferring with management. Develop individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources.
Improve training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.
Supports training financial objectives by recommending budget items; controlling costs; Recommends to insource or outsource educational opportunities to meet operational and financial objectives
Performs other duties as assigned.
Internal Number: 2019-15669
Let’s transform healthcare together.
Every day, we bring patients convenient, coordinated access to healthcare while providing meaningful service to our community.
Join us and you will:
Develop professionally and achieve your career goals
Enrich your life with a focus on wellness
Enjoy a compassionate, caring culture with outreach to our local communities
Support the well-being of you and your family with a diverse portfolio of benefits
Welcome to HonorHealth.
We are a non-profit, local healthcare organization known for community service and outstanding medical quality. Our organization encompasses five acute care hospitals with approximately 10,500 employees and 3,100 volunteers, urgent care centers, clinical research, medical education, an inpatient rehabilitation hospital, an Accountable Care Organization, two foundations, and extensive community services.