Patient Access Training Specialist

Endeavor Health•Arlington Heights, IL

7d•Onsite

About The Position

The Patient Access Training Specialist will be responsible for developing and delivering comprehensive training programs for the call center. This role involves creating training materials, customizing content, incorporating adult learning principles, and facilitating both in-person and virtual training sessions. The specialist will also guide new hires through the onboarding process, providing support and mentorship to ensure a smooth transition and successful integration into the team. Endeavor Health is a fully integrated healthcare delivery system committed to providing access to quality, vibrant, community-connected care, serving an area of more than 4.2 million residents across six northeast Illinois counties. Our more than 25,000 team members and more than 6,000 physicians aim to deliver transformative patient experiences and expert care close to home across more than 300 ambulatory locations and eight acute care hospitals. Endeavor Health is committed to working with and providing reasonable accommodation to individuals with disabilities. Diversity, equity and inclusion is at the core of who we are; being there for our patients and each other with compassion, respect and empathy. We believe that our strength resides in our differences and in connecting our best to provide community-connected healthcare for all.

Requirements

Associate’s Degree or 2 years relevant experience
2 Years Quality Assurance or training experience.
Experience in contact center training and quality assurance and analysis programs.
Exceptional written and verbal communication skills
A strong understanding of the contact center environment and the role Quality Assurance plays in the attraction, retention, and performance of high-quality employee talent.
Technical skills and proficiency in the use of various presentation and analytical tools necessary for the creation of visually and verbally engaging content.
Knowledge of Training and Quality Assurance tools: Knowledge management, data, text or speech analytics, LMS, and other authoring and analytics tools.

Responsibilities

Create comprehensive training materials, including presentations, manuals, e-learning modules, and simulations, tailored to the needs of the call center.
Develop curriculum for new hire orientation, technical skill enhancement, customer service techniques, and compliance requirements.
Adjust and personalize training content based on specific team needs, product updates, or identified knowledge gaps.
Continuously improve and update training programs to reflect changes in company policies, procedures, and industry trends.
Use instructional design best practices and adult learning methodologies to create engaging and effective learning experiences.
Develop interactive and scenario-based training modules that encourage active participation and real-world application of skills.
Lead classroom and remote training sessions for new hires and existing staff, ensuring all learning objectives are met.
Use a variety of instructional techniques, including role-playing, hands-on activities, and demonstrations to enhance the learning experience.
Guide new customer service representatives through the onboarding process, ensuring they are fully trained on company systems, protocols, and customer service best practices.
Provide support and mentorship during the first few weeks of employment to ensure a smooth transition into the team.