CCC Clinical Trainer

VITAS Healthcare•Miramar, FL

About The Position

The VITAS Healthcare CCC Clinical Trainer is responsible for facilitating and supporting the training, education, and ongoing development of PCCs, LPNs, and RNs within their initial 90 days of employment and beyond. They are responsible for creating and maintaining training documents, developing roll-out training, monthly education offerings, and any 1:1 re-training as needed. This role supports the training and compliance for department policies and procedures within the Telecare Call Centers, ensuring all clinical standards align with current nursing practice and VITAS standards. The trainer monitors both incoming and outbound calls for agents during their initial 90 days, facilitates group discussions and one-on-one instruction, and provides ongoing support, coaching, and feedback. They document and evaluate the orientation process, ensure completion of required competencies, and provide clinical training within the scope of an RN license for telephonic triaging, assessment, interventions, plan of care, follow-up, and documentation. The trainer also encourages assimilation into VITAS, provides feedback on the training process to management, assists in developing training materials, attends State of the Call Center meetings, and participates in quality assurance meetings.

Requirements

Minimum two years prior relevant training experience
Minimum two years of clinical RN experience required.
Proven track record of meeting project deadlines and schedules.
Excellent written, oral and interpersonal communication skills
Experienced in effectively facilitating training sessions.
Proficient in delivering informative, well-organized presentations.
Ability to communicate difficult/sensitive information tactfully.
Skilled in identifying critical issues.
Creative/critical thinking skills to solve complex training and quality needs.
Strong ability to train new and existing team members.
Support the process of innovative change.
Facilitates effective team interaction.
Experience in conducting effective progress evaluations in a timely manner.
Strong ability to work effectively with senior level management team members.
Active Registered Nursing (RN) license required.

Responsibilities

Supports the training and compliance for the department policies and procedures within the Telecare Call Centers.
Ensures all clinical standards are within current nursing practice and VITAS standards.
Monitors both incoming and outbound calls for agents within their initial 90 days with VITAS.
Facilitate and promote training, education, and on-going development of new and existing employees.
Ensure new hire employee skill sets and competencies are present and achieved during the initial new hire training and education.
Facilitate daily group discussions, group training, and one-on-one instruction.
Monitor new agent calls and data processing during the new hire period, pre and post formal training and education, to ensure on-going call handling improvement, the integrity of the data collection, and superior customer service is being delivered.
Provide on-going agent support, coaching, guidance, and positive/constructive feedback throughout the new hire training process.
Document and evaluate the orientation process using the tools provided.
Ensure the completion of all required competencies on a daily and weekly basis.
Provide clinical training, within the scope of an RN license to include role of LPN and administrative staff for telephonic triaging, assessment, interventions, plan of care, follow up, and documentation.
Encourage and facilitate assimilation into VITAS throughout the 90 day orientation process.
Provide feedback on challenges and/or enhancement ideas to the GM and Training Manager on the training, education, and orientation process and supporting materials.
Assist in the development and management of training materials.
Attend State of the Call Center meetings when directed.
Provide workable solutions and ideas regarding training, education, and quality, and acknowledgement opportunities for the Telecare operations.
Participate in quality assurance meetings and calibration sessions as directed.