Navigation Center QA and Operations Trainer (Hybrid)

Central Health•Austin, TX

5d•Hybrid

About The Position

The CH Navigation Center Operations Trainer is responsible for training new and existing department employees and the oversight of quality assurance. In collaboration with the department leaders, the CH Navigation Center Operations Trainer will assess departmental needs, assist in the development of materials and facilitate training, in a variety of settings, i.e. monthly staff meetings, small group setting, virtually or one-on-one. The CH Navigation Center Operations Trainer will assist with the development of department standard operating procedures and will ensure educational materials are kept up to date and are stored in a manner accessible to department employees. The Trainer will conduct call monitoring to ensure exceptional customer service and adherence to policies and procedures. This position is considered Hybrid, which means that individuals in this position may work both at an approved Offsite location and Onsite at a primary location or multiple locations based on Business Needs.

Requirements

Knowledge of Call Center customer service practices.
Ability to implement different teaching methodologies and strategies appropriate to the audience.
Ability to effectively communicate verbally and in writing.
Ability to present effectively to large and small groups.
Understanding and identifying learning styles and adapting materials and communications to meet the need of the audience.
Possess interpersonal skills and the ability to develop and maintain favorable internal relationships and partnerships at all levels.
Ability to think critically using logic and analysis to identify strengths and weaknesses of different approaches.
Strong attention to detail and performs task accurately and efficiently.
Ability to work in a variety of databases/programs such as Epic, VeritySource, REDCap and SharePoint.
Be an independent thinker, self-started, work independently and manage time in order to meet multiple demands and deadlines.
High School Diploma. Required
5 years of related experience. Required

Responsibilities

Create educational materials appropriate to positions.
Implement and facilitate training programs for all new and existing employees utilizing Navigation Center software.
Design and implement skill-based competencies to be used within the CH Navigation Center to assist with identifying improvement opportunities.
Develop and provide refresher trainings to staff members and/or department as needed. Effectively communicate verbally and in writing complex information in a manner that is easy to understand and learn.
Adapt training materials and methodology based on the training group size method (in-person or virtual). Demonstrate a comprehensive knowledge of Central Health's Navigation Center's policies and procedures.
Conduct call monitoring and provide feedback to department leaders.
In conjunction with Department Leaders create reports to monitor the effectiveness of training and identify areas needing re-training.
Perform call reviews and identify deficiencies in understanding department policies and procedures and create training tools and resources to strengthen staff knowledge.
Ensure all actions, job performance, personal conduct, and communications are always professional in manner.
Uphold and ensure compliance and attention to all company policies and procedures as well as the overall mission and values of the organization.