The Training Manager will develop, deliver, and track training and educational programs for new hire and existing front-line call center representatives of ATI’s Access Management (Patient Intake) department. This leader is responsible for assessing agents’ performance needs as they align to the Access Management Team’s operational goals and ensure all agents receive formal training, coaching, and regular evaluation key skills needed for effective Access Management Agents. This role will work with Operations Excellence and Access Management Ops and Quality leaders to create content, educate, and assess trainers.
Overall, this position is responsible for industry-leading customer service training, new hire orientation improvement, new project implementation training, and partnering with quality teams to identify and create action plans for low performers that can be provided in live/virtual and remote settings. Healthcare experience and prior experience with Learning Management Systems are highly preferred.
Qualifications include:
• 3+ years working in a contact center environment with strategic oversight of Training.
• 4+ years of management experience.
• 4+ years in the health sector.
Responsibilities
Enhance & Maintain Training Resources
• Development of appropriate training resources for call center agents to facilitate the adoption of new processes or systems.
• Re-envision and maintain a resource warehouse of training materials and SOPs for Access Management and Clinical care teams.
Training Process and Curriculum
• Design, develop, and facilitate the delivery of training for AMT new hires agents and ongoing training of existing staff relative to quality score performance or special projects across multiple platforms, including ATI’s Learning Management System and live training sessions.
• Responsible for training and mentoring associates in the Training organization.
• Oversee all aspects of existing staff training on new tools, projects, processes along with retraining in areas of performance deficits
• Creating and assigning content in our LDS platform
• Create, continually improve, and coordinate new hire onboarding with team supervisors and managers
• Conduct training sessions that demonstrates effective training techniques
• Attend regular conference calls, workgroups, and meetings as required
• Participates in special projects as required
Reporting and Tracking
• Creating systems & processes to measure the effectiveness of training programs, and materials
• Tracking & reporting results from all training initiatives, including identifying key KPIs that will be impacted and publishing benchmark targets
• Driving improvements in process, content and support mechanisms to continually achieve benchmark results to support the business in achieving exceptional patient and clinical care team experiences, focusing on referral conversion, cancelation/reschedule rates, and registration-related denials
• Evaluate training effectiveness based on operational metrics, formal and informal feedback from end users
• Monitoring training completion, partnering with AMT Ops leaders to drive accountability and adoption to new workflows, processes, and technology
Minimum Education
Required:
• BS in related field or equivalent experience leading call center operations, with heavy experience in Training.
Preferred:
• MBA or MHA.
• Clinical background.
• Experience with call center quality teams.
Minimum Experience
Required:
• 3+ years working in a contact center environment with strategic oversight of Training
• 4+ years of management experience
• 4+ years in the health sector
Preferred:
• 5+ years’ experience working in a process design role.
• Experience in a healthcare patient intake setting.
Knowledge Skills and Abilities
• Maintain open, consistent, and positive communication with team, including key stakeholders and cross functional partners.
• Must have excellent organizational skills and ability to prioritize and coordinate workload with high degree of proficiency and accuracy.
• Must have excellent problem-solving skills with excellent computer skills, including proficiency with Microsoft Office applications.
• Adult Learning concepts and strategies, including Learning Management Software, virtual learning tools and delivery, and ability to engage adult learners in all aspects of new hire and recurrent training.
• Strong communication skills up, down and across the management chain.
• Works well in a team environment, strong leadership ability with a growth mindset.
Software Powered by iCIMS
www.icims.com