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Call Center Trainer- primarily days

Carilion Clinic

Location: Roanoke, VA, US, 24015
Type: Full-Time, Non-Remote
Posted on: May 26, 2023
This job is no longer available from the source.
How You’ll Help Transform Healthcare:
The Call Center Trainer supports the call center to ensure that agents are providing the highest quality service to patients, providers, and our community. This position helps maximize call center agents’ effectiveness by ensuring the agents have a thorough knowledge of Carilion processes and services, can effectively troubleshoot and resolve problems and provide a positive experience for our callers. The Call Center Trainer provides actionable feedback and supportive coaching. They work with the team leads and members of the quality team to follow-up on positive and negative feedback and identify opportunities for improvement based on root cause analysis.
• Evaluates, plans, designs and establishes subject matter for training programs to a broad spectrum of recipients in the call center, including but not limited to: Registration, Scheduling, Referrals and Customer Service in a manner which supports front line team member needs for clear and effective education.
• Develop and maintain education guidelines in coordination with Call Center leadership and the education department. Support facilitating standardized documentation for policy and procedures manuals, procedures, and training tools.
• Utilizes trend data to suggest opportunities and help the leadership team identify regular focal points for education and monitoring to enhance the patient experience.
• Administer education curriculum to a diverse and varying audience using appropriate strategies in delivery techniques to meet the needs of the team in achieving a higher understanding of registration and scheduling principles. Development and delivery of special education for learning compromised team members.
• Partners with team leads and call center leadership to provide actionable feedback and supportive coaching to help agents achieve maximal performance and ensure quality standards are met.
• Assists in creating, implementing and improving call center quality processes and procedures; as well as making recommendations for enhancements to training materials and curriculum as identified during the quality assurance process.
• Coordinates and facilitates educational huddles and training for the call center
• Engages in all call center tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities.
• Stays current with relevant guidelines, workflows, and policies within the call center.
• Prepares new representatives by conducting orientation to department policies; developing individual coaching plans; providing resources and assistance; and ongoing training.
• Updates job knowledge by participating in educational opportunities; including but not limited to Epic training, Web training and Referral Coordinator meetings.
What We Require:
Education: Bachelor’s degree or equivalent experience preferred.
Experience: Two to four years call center experience required. 1 to 2 years prior healthcare experience strongly preferred.
Other Minimum Qualifications: Demonstrated understanding of call center operations, service standards, and metrics. Ability to exercise judgment in dealing with sensitive, confidential information. Exceptional listening and analytical skills. Strong interpersonal skills with the ability to provide feedback and recommendations. Must be proficient with Microsoft Office (intermediate Word, basic Excel) and call center software.
About Carilion
This is Carilion Clinic ...
An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.
Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.
Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.
Requisition Number: 141160
Employment Status: Full time
Location: Park View
Shift: Day
Shift Details: Typically Mon - Fri, 8am to 5pm
Recruiter: JASON A BISHOP
Recruiter Phone: 540-983-4039
Recruiter Email: JABishop1@carilionclinic.org
For more information, contact the HR Service Center at 1-800-599-2537.
Equal Opportunity Employer
Minorities/Females/Protected Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity
Carilion Clinic is a drug-free workplace.