Contact Center Trainer (H)
Contact Center Trainer (H)
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Job Description
Current Employees:
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The Department of UHealth Connect has an exciting opportunity for a full-time Contact Center Trainer to work in Miami FL. The Contact Center Trainer oversees and delivers training via classroom and one-on-one sessions for all employees involved in front end revenue cycle access and patient care specifically the systems and skills required for providing general patient information registration and scheduling in a contact center environment. The incumbent in this role will maintain a solid understanding of the overall integration of business applications and provides training and support to staff members. Key responsibilities of this role include oversight of training activities to reinforce appropriate system usage in the delivery of robust patient-centered care participation in pre-production simulations workflow integration testing and validation of system functionality. This role also participates in curriculum development manual creation and revisions and collaborates with other key stakeholders (i.e. TOD UMIT UMCET etc.) for all supported business applications and patient access related competencies.
Core Responsibilities:
Develops lesson plans curriculum training manuals classroom exercises competency assessment and testing and online computer based learning modules in support of the employees roles and job functions.
Develops and provides post-training support for end users including reinforcement work sessions departmental rounding and on-the-job refresher in-services.
Assists with developing and updating all training materials including manuals exams and presentations
Participates in business operations meetings to assess user feedback and gather future requirements.
Determines effective product mix and frequency of class offerings.
Prepares schedules for assigned curriculum.
Assesses students participation and progress continuously during training providing feedback to students and TDI management team.
Mentors students following the classroom portion of the education program and document accordingly.
Maintains open communication with co-workers regarding all class schedules student progress mentoring status and more to endure consistency throughout the training program
Notifies management of any delays or issues
Assists with implementation and upgrade of new systems and provide go-live support
Adheres to University and unit-level policies procedures and safeguards University assets.
Department Specific Functions:
Designs and deliver training tools and resources that support contact center specific operations and workflows as it pertains to patient registration scheduling and pre-insurance verification.
Develops and delivers specific skill level training materials to achieve department and hospital-wide quality satisfaction and patient experience goals.
Develops and delivers training tools specific to current systems (i.e. NICE Kyruus AmplifAI UChart)
This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.
Core Qualifications
Associates Degree in relevant field
Minimum 3 years of relevant experience
Ability to accurately prepare and maintain records files reports and correspondence
Ability to communicate effectively in both oral and written form
Ability to maintain effective interpersonal relationships
Skill in completing assignments accurately and with attention to detail
Ability to recognize analyze and solve a variety of problems
Ability to process and handle confidential information with discretion
Ability to work independently and/or in a collaborative environment
Proficiency in computer software (i.e. Microsoft Office)
Any relevant education certifications and/or work experience may be considered.
#LI-EL1
The University of Miami offers competitive salaries and a comprehensive benefits package including medical dental tuition remission and more.
UHealth-University of Miami Health System South Floridas only university-based health system provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center we are proud to serve South Florida Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching research and patient care. Were the challenge youve been looking for.
The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.
Job Status:
Full timeEmployee Type:
StaffPay Grade:
H6Employment Type
Full-Time
