Contact Center Training Specialist

3 weeks ago

Neptune City, New Jersey, United States Hackensack Meridian Health Full time

About the Role

We are seeking a highly skilled Contact Center Training Specialist to join our team at Hackensack Meridian Health. As a key member of our Patient Access Center, you will be responsible for developing and delivering training programs to ensure our staff have the skills and knowledge they need to provide exceptional patient care.

Key Responsibilities

  • Develop and facilitate training programs to enhance customer service skills, policies, and procedures for Patient Access Center staff.
  • Design and implement new hire orientation training and guidelines to ensure successful onboarding.
  • Ensure ongoing training, development, and support of personnel to maintain knowledge of company policies, procedures, and systems.
  • Collaborate with medical offices, hospital departments, and Digital Technology Services to ensure training materials meet business requirements.
  • Stay up-to-date with industry best practices and technologies to continuously improve training programs.
  • Provide pre- and post-training competency tests to assess staff knowledge and skills.
  • Design and implement leadership training and performance goals for Call Center Supervisors and Team Leads.
  • Manage the class climate and ensure a positive learning environment.

Requirements

  • Bachelor's degree and/or 5+ years of experience in high-volume, multi-skilled Contact Center environments.
  • Minimum of 2 years of experience leading training, including training/facilitation experience in a classroom or large audience setting.
  • Excellent organization, communication, and interpersonal skills to interact with staff, vendors, and customers.
  • Strong presentation, verbal, and written skills to create engaging training materials.
  • Proficient use of PCs, phones, software applications, and office equipment.
  • Ability to manage multiple priorities in a dynamic, fast-paced environment.
  • Flexibility to work morning, evening, and weekend shifts as needed.

Preferred Qualifications

  • Experience in the Healthcare industry.
  • Experience with Epic and Cisco systems.

About Hackensack Meridian Health

Hackensack Meridian Health is a leading healthcare organization committed to delivering exceptional patient care and advancing healthcare through innovation and collaboration.

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