Call Center Training Facilitator
Job Details
Description
Position: Call Center Training Facilitator
Monogram Health is looking for an experienced call center training facilitator with a passion for developing others, ability to work in a highly collaborative environment, and comfort navigating organization dynamics.
The position is full-time with benefits and room for advancement.
Under general direction, the selected candidate is responsible for facilitating the new hire training program for the Patient Care Center, including providing direct supervision for Engagement Specialists for the first thirty (30) days of their employment. Previous experience in training facilitation, ideally in a call center or healthcare setting and demonstrated ability to inspire new employees, while holding them accountable is required. This role interacts with Patient Experience and Care Center Operations leadership, Human Resources, and other internal stakeholders.
Roles And Responsibilities
• Facilitates the delivery of 30-day new hire training program for Engagement Specialists, creating a dynamic learning experience through application of adult-learning best practices. to promote engagement consistent with adult-learning best practices. Oversees and supports training logistics, e.g., schedule/calendar, sign-in, attendance documentation, etc.
• Communicates and effectively holds trainees accountable to Patient Care Center and Monogram Health attendance, behavior, and performance standards.
• Delivers innovative learning solutions that engage the learner across multiple modalities.
• Assesses effectiveness of training content and delivery making just-in-time adjustments to ensure trainee engagement and content learning.
• Leads on-the-job style training as part of the 30-day training program, providing side-by-sides, in-the-moment coaching, answering questions, and 1:1 coaching sessions.
• Facilitates the smooth transition of Engagement Specialists from the training program to operations.
• Forges strong relationships with key leadership contacts to ensure the training program closely aligns with operational needs.
• Provides feedback to leadership on learner behaviors, outcomes and needs.
• Maintains training requirement documents.
Position Requirements
• HS Diploma or G.E.D. and a minimum of two (2) years of training facilitation, development program delivery, leadership forums, or facilitating experiential learning activities across a diverse audience(s)
• Evidence of strong verbal and written communication skills.
• Self-driven with proven ability to work independently and in a collaborative environment.
• Experience effectively multi-tasking learning needs of different learners.
• Demonstrated proficiency in Salesforce, Google Docs, Sheets and Slides.
• Experience training technical processes, such as navigating Salesforce or other CRM tools.
• Change Management process experience.
• Bachelor’s degree preferred.
Benefits
• Opportunity to work in a dynamic, fast-paced, and innovative value-based provider organization that is transforming the delivery of polychronic healthcare.
• Competitive salary
• Comprehensive medical, dental, vision and life insurance
• Flexible paid leave and vacation policy
• 401(k) plan with matching contributions
About Monogram Health
Monogram Health is a next-generation, value-based chronic condition risk provider serving patients living with chronic kidney and end-stage renal disease and their related metabolic disorders. Monogram seeks to fill systemic gaps and transform the way nephrology, primary care and chronic condition treatment are delivered. Monogram’s innovative, in-home approach utilizes a national nephrology practice powered by a suite of technology-enabled clinical services, including case and disease management, utilization management and review, and medication therapy management services that improve health outcomes while lowering medical costs across the healthcare continuum. By focusing on increasing access to evidence-based care pathways and addressing social determinants of health, Monogram has emerged as an industry leader in championing greater health equity and improving health outcomes for individuals with chronic kidney and end-stage renal disease.
At Monogram Health we believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.
Hospitals and Health Care
Human Resources
Full-time