Training Specialist Ambulatory Contact Center

Mass General Brigham - Boston, MA

Full-time

Boston, MA

Ambulatory Health Care Services

About the position

The Training Specialist at Mass General Brigham plays a crucial role in enhancing customer service skills within the Ambulatory Contact Center (ACC). This full-time position involves developing and delivering training curriculum tailored to the needs of new and existing employees, ensuring that training aligns with departmental goals and operational efficiency. The Specialist collaborates closely with management to identify training needs and utilizes data from quality assurance processes to create effective training programs. The role emphasizes adaptability and continuous improvement in training methodologies to meet the dynamic demands of the contact center.

Responsibilities

• Contribute to defining departmental expectations and ensuring the training program supports contact center expectations.
• Establish a process for evaluating and receiving feedback from contact center employees and leadership to assess training effectiveness.
• Monitor staff productivity and performance; develop, administer, and track skill assessments and measures.
• Refer performance, quality, and other employee matters that may be identified to the employee's leadership.
• Identify trends from practice-reported issues, scheduling errors, and quality control data to develop individualized training programs and initiatives.

Requirements

• Bachelor's Degree preferred, focusing on healthcare, management, or similar.
• At least 4 years of experience working in a contact center.
• Understanding of contact center operations, roles, equipment, standards, and requirements.
• General knowledge of clinical operations, policies, procedures, and workflows.
• Experience with Microsoft Office products (i.e., PowerPoint, Visio, Teams, Outlook) and contact center and/or patient scheduling systems required with EMRs (Epic) and telecommunications (Cisco) software preferred.
• Required EMR experience, experience with Epic, Meditech, Citrix, etc.
• Excellent organizational skills to manage day-to-day project and operational tasks.
• Strong teaching abilities and mentoring skills.
• Good communication, interpersonal, and conflict resolution skills.

Nice-to-haves

• Flexible, adaptable, resourceful, willing, and able to self-teach and learn quickly.
• Comfortable teaching in a virtual classroom setting or one-on-one training.