Contact Center Knowledge Management Specialist M-F 8a-5p (Remote)

Memorial Hermann Health System

1d•Remote

About The Position

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team. Job Summary The Knowledge Management Specialist will act as a liaison between the contact center leadership and the Enterprise Contact Center strategy team, maintaining a unified and effective partnership. This position will be an administrator of the Knowledge Management system where Memorial Hermann call centers house their metrics and store their departmental resources. This role will work to ensure MH call center employees have pertinent information to perform their daily job functions. This position typically reports to the Manager, Contact Center Knowledge Management.

Requirements

Two (2) years of experience with knowledge management systems is required, in a call center environment utilizing platforms such as C2 Perform, OneNote, Atlassian, Zendesck, Notion, etc is preferred.
Experience applying adult learning principles to design and deliver effective training programs, with expertise in curriculum development is strongly preferred.
CBT/WBT (Computer-Based Training/Web-Based Training) development, Articulate/Rise experience is preferred.
Demonstrated project management and change management experience, with ability to drive cross-functional initiatives.
Experience refining policies and procedures and developing job aids and standard operating procedures (SOPs).
Strong oral and written communication skills, with experience presenting to and collaborating with leadership.
Skilled in data and documentation analysis to support process mapping, procedural development, and training documentation.

Responsibilities

Optimizes workload and resources to ensure service level standards and productivity objectives are met or exceeded.
Partners in the implementation and ongoing design/maintenance of Knowledge Management tools.
Proactively works with System-wide Operational and Contact Center leadership and their teams to identify trends, conduct quality reviews, find solutions for challenges, and implement best practices for agents and to improve the patient experience.
Assists in the completion of strategic projects so they are executed timely and accurately.
Oversees the administration of the Knowledge Management system where Memorial Hermann call centers house their metrics (which includes coaching notes, attendance, and quality assurance scores) and store their departmental resources.
Collaborates with System-wide Contact Center leadership and the Organizational Development & Learning team to build training materials.
Serves as one of the points of contact for Knowledge Management network related issues and escalations to support the System.
Participates and/or potentially leads in daily/weekly meetings as required.
Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.
Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.
Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences.
Models Memorial Hermann’s service standards of providing safe, caring, personalized and efficient experiences to patients and our workforce.
Other duties as assigned.