Contact Center Training Specialist

5 days ago

Fort Myers, United States Lee Health Full time
Location:Orion Building -6630 Orion DriveFort Myers FL 33912

Department: LPG Contact Center

Work Type: Full Time

Shift: Shift 1/7:00:00 AM to 7:00:00 PM

Minimum to Midpoint Pay Rate:$18.64 - $23.30 / hour

Summary
  • Having a career with Lee Health offers a caring workplace culture, great coworkers, exceptional benefits package (including up to 5% retirement match and college tuition reimbursement after a year with Lee), career growth, work/life balance, and a market competitive salary.
  • Monday to Friday at Orion Building / 5, 8-hour shifts varying between 7a to 7p

Plans, develops and implements a comprehensive training program responsive to the needs of LMHS and the Call Center. Promotes and trains the skills necessary for providing an excellent customer experience while ensuring the patient's encounter with the call center is delivered safely, effectively and efficiently. Supports the development needs of the staff and department; coordinates training programs, which may include outreach/special events. This position will require one to identify training needs of the staff on an ongoing basis through needs assessment, monitoring of calls, employee surveys, and meeting with the management team. Assessing those needs and developing educational goals with the staff to meet the objectives of the staff and organization. Resolve and respond to training issues and questions from management and staff on the application and interpretation of processes, LMHS policies, assuring staff is trained to comply with LMHS mission. The position will require preparing monthly and annual reports. This person must have good communication skills, which includes team building. The Training Specialist must have the skills to be a resource and a teacher to all levels of personnel including call center staff, physician offices, and decentralized scheduling departments.

Requirements

Educational Requirements

Degree/Diploma Obtained

High School Diploma
Bachelors
Program of StudyRequired/
PreferredRequired
Preferredand/or

Experience Requirements

Minimum Years Required
More than 3 years
Area of Experience
Healthcare Customer RelationsRequired/
Preferred
Required

and/or

State of Florida Licensure Requirements

Licenses
Required/
Preferredand/or

Certifications/Registration Requirements

Certificates/Registrations
Required/
Preferredand/or

Other Requirements

Excellent leadership qualities which include the ability to collaborate and work effectively with all levels of the organization; excellent written and oral skills; ability to organize time and work effectively. Strong analytical skills and the ability to exercise good judgment. This position requires strong motivation, initiative, attention to detail and a friendly customer focused attitude.

US:FL:Fort Myers

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