Contact Center Training Specialist

4 weeks ago

Neptune City, United States Hackensack Meridian Health Full time

Overview:
Our team members are the heart of what makes us better.

At **Hackensack Meridian **_Health_** we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The **Contact Center Training Specialist** ensures outstanding service to our patients by developing and delivering all training programs for the Patient Access Center including customer service skills, policies and procedures and all relevant systems and platforms. This role will serve as a facilitator who is dedicated to the teaching, development and retention of new and existing team members. Perform assorted administrative or operational functions such as assisting in the research and development of multi-media training materials and maintaining a training calendar and database. Responsibilities include onboarding of new hires, initial training, residual and advanced skill training. Responsible for retraining and cross-training of existing staff onto new programs. This work includes competency development and ensuring ongoing competency of staff.

**Responsibilities**:
A day in the life of a **Contact Center Training Specialist** at Hackensack Meridian _Health_ includes:

- Develop and facilitate training programs to ensure that all Patient Access Center staff have the skills and information they require to meet the needs of our patients.
- Develop and maintain new hire orientation training and guidelines for all positions in Access Center to ensure successful on-boarding.
- Ensure that proper ongoing training, development and support of personnel takes place and ensure their knowledge of the Company's policies and procedures, appointment availability, lines of business, services provided, and other significant information delivered to patients.
- Collaborates with medical offices, hospital departments and Digital Technology Services to ensure that all business requirements are identified and reflected in training materials so that customer service standards are consistently achieved.
- Continuously review existing processes and research new ones for possible automation improvements or enhancements.
- Provides pre
- and post
- training competency tests to ensure team members have acquired knowledge and/or skill(s) to perform job roles and responsibilities.
- Proactively seek to learn best practices and/or techniques other call centers use to increase performance and provide excellent customer service.
- Design and implement leadership training and performance goals for Call Center Supervisors and Team Leads in order to improve skills and professional growth.
- Manages the class climate with ground rules and ensures learning environment is open, engaging, challenging, and geared to an adult audience
- Other duties as assigned.
- Adheres to the standards identified in the Medical Center's Organizational Competencies.

Qualifications:
**Education, Knowledge, Skills and Abilities Required**:

- Bachelor's degree and/or 5+ years experience in high-volume, multi-skilled and multi-site Contact Center required.
- Minimum of 2 years experience leading training including training/facilitation experience, preferably in a classroom or large audience setting.
- Excellent organization, communication and interpersonal skills are required to interact effectively with all levels of staff, as well as external vendors and/or customers.
- Strong presentation, verbal and written skills
- Excellent computer skills with proficient use of tools to create engaging presentations and work aids to be used either in-person or in virtual training environments.
- Must be self-motivated, innovative, and flexible to cover morning, evening, and weekend shifts, as needed.
- Ability to manage and prioritize multiple priorities in a dynamic fast paced environment.
- Ability to adapt to a flexible work style, and ability to work within a diverse team.
- Maintains a working knowledge of applicable Federal, State and local laws and regulations, HMH Compliance Program, Standards of Conduct, as well as other policies in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.
- Excellent written and verbal communication skills.
- Proficient computer skills including but not limited to Microsoft Office and Google Suite platforms.
- Must have good problem solving skills; ability to approach problems logically and troubleshoot.
- Must have good time management skills; multitasking, prioritizing to accomplish multiple tasks with multiple deadlines.
- Ability to adjust training to meet individual learning styles and needs.
- Contributes to a positive departmental image by exhibitin

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