Patient Engagement Center Training Manager

Ivy Rehab-posted 3 months ago

Full-time • Mid Level

Remote • Houston, TX

251-500 employees

Ambulatory Health Care Services

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At Ivy Rehab, we're 'All About the People'! As a Patient Engagement Center Training Manager, you will play a crucial role in our mission to help enable people to live their lives to the fullest. Join Ivy Rehab's dedicated team where you're not just an employee, but a valued teammate! Together, we provide world-class care in physical therapy, occupational therapy, speech therapy, and applied behavior analysis (ABA) services. Our culture promotes authenticity, inclusion, growth, community, and a passion for exceptional care for every patient.

Design and develop new hire, refresher, and level up training programs using a variety of methods, including virtual classroom courses, self-paced eLearning, role playing/mock calls, etc.
Ensure alignment between workforce management goals and training schedules to support optimal training times and staffing needs
Deliver training and instruction to PEC team members to ensure successful performance of job requirements
Develop formative and summative assessments to measure learner performance and overall program success
Serve as interim call center leader by managing trainee performance, attendance, and behavior. Provide ongoing constructive feedback and performance remediation through regular 1:1 and ad-hoc meetings and supply PEC management with learner progress and performance updates
Observing daily operations of contact center and participating in call quality calibrations to identify skill gaps and necessary training program improvements
Evolve training program (materials, modalities, processes) with growth of contact center
Measure effectiveness of training programs and prepare team member progress reports
Liaise with PEC management to provide OTJ coaching for team members

Undergraduate degree and minimum 3-5 years training experience, to include design, development, and delivery ideally in a contact center environment (e.g., technical skills, soft skills, etc.)
Prior experience in adult learning theory, instructional design methodology (e.g., ADDIE, SAM, etc.), curriculum development, and learning content creation
Healthcare/physical therapy experience a plus
Familiarity with state-of-art eLearning tools and techniques, including Articulate 360 (Storyline, Rise)
Knowledge of customer service best practices
Detail-oriented, self-reliant, and process-driven mindset
Strong communication (verbal and written), interpersonal, and conflict resolution skills
Ability to provide leadership to team members in a fast-paced and stressful work environment
Must be technically savvy, with demonstrated experience working with multiple systems and apps

Eligibility for full benefits package beginning within your first month of employment
Generous PTO (Paid Time Off) plans and paid holidays

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