Training and Development Specialist

6 days ago

Tempe, Arizona, United States One Medical Full time
About Us

One Medical is a pioneering healthcare organization that is revolutionizing the primary care experience by making quality care more accessible, affordable, and enjoyable.

We're on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health networks.

Our comprehensive in-office and 24/7 virtual care services, on-site labs, and programs for preventive care, chronic care management, common illnesses, and mental health concerns have been delivering exceptional results for over 15 years.

In February 2023, we marked a significant milestone when One Medical joined Amazon, further solidifying our commitment to delivering exceptional healthcare to more consumers, employers, care team members, and health networks.

As we continue to grow and expand our reach, we're building a diverse, driven, and empathetic team, while working hard to cultivate an environment where everyone can thrive.

The Opportunity

We're seeking a highly motivated and passionate leader to join our team as a Content and Training Specialist.

As a key member of our team, you'll be responsible for helping us meet our One Medical patient promises of outstanding quality of care, access, and truly patient-centered experiences at an affordable cost.

You'll execute our mission of delivering high-quality care and service using The One Medical Performance System (TOPS).

Specifically, you'll help to develop process standards and ensure quality interactions with members using CI-CARE (a framework containing the key elements of a great interaction and effective communication that we use with patients and each other).

You'll also develop feedback and train our member support specialists to ensure One Medical is a great experience for both patients and team members.

You are a strong and innovative problem-solver, who is driven to create efficient workflows and cultivate cohesive processes and policies.

You are self-aware, a continual learner, and focus on quality interactions.

You have mastered the art of customer-service, communication, developing standard work, and helping a team or your peers, especially through times of change.

You are currently looking for your next opportunity that has an emphasis on delivering results, driving engagement, and all things content and training management at an organization that is transforming healthcare.

Key Responsibilities
  • Build and maintain operational processes, standard work, process flows, and workflows using CICARE and Lean principles.
  • Facilitate, provide performance feedback, and contact center training & skills coaching, for member support specialists.
  • Collaborate to design and improve the training & nesting program and ensure quality interactions for patients.
  • Act as process expert and voice of member support specialist to solve problems, escalate systemic and workflow process issues, and support projects and initiatives.
  • Develop OneSource (intranet) pages, training materials, and communications suitable for all audiences; report and track KPIs, training compliance, and other key metrics.
Requirements
  • At least 1 year of relevant experience managing and developing content, with at least 1 year in training customer or patient-facing support teams in a high-volume contact center setting or equivalent.
  • Relevant experience in training, managing, and developing content and communications for customer or patient-facing support teams.
  • Excellent communication and presentation skills.
  • Proven ability to foster a strong, collaborative environment and ensure a supportive and engaged experience.
  • Experience developing process workflows, standard operating procedure, performance trending, and feedback loops.
  • Experience with RingCentral / Nice-InContact, G Suite, and Electronic Health Record systems are a plus.
  • Experience in healthcare, particularly in collaboration with clinicians, is highly desirable.
Benefits

We offer a comprehensive benefits package designed to aid your health and wellness, including:

  • Employee Assistance Program - Free confidential advice for team members who need help with stress, anxiety, financial planning, and legal issues.
  • Competitive Medical, Dental, and Vision plans.
  • Free One Medical memberships for yourself, your friends, and family.
  • Pre-Tax commuter benefits.
  • PTO cash outs - Option to cash out up to 40 accrued hours per year.
Protecting Your Future

We're committed to protecting your future and the future of your family, with benefits including:

  • 401K match.
  • Credit towards emergency childcare.
  • Extra contributions toward maternity and paternity leave.
  • Paid Life Insurance - One Medical pays 100% of the cost of Basic Life Insurance.
  • Disability insurance - One Medical pays 100% of the cost of Short Term and Long Term Disability Insurance.
Salary

$24/hr

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