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Form of workAccess Point, a division of Lifepoint Health, is a patient engagement company that works on behalf of physicians, hospital systems, and other key stakeholders to improve engagement and enhance outcomes for the populations they service. Our mission is to improve patient access to care. We believe that success is achieved through talented people. We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.
We are always looking for people inspired to help us in our mission. If you are someone who wants to change the lives of patients, drive success for our partners and be part of a team driven to improve care, we may have your next opportunity.
We are currently hiring for a Contact Center Trainor. This is a fully remote position! You must live in the United States and have a nursing license in a Compact State.
Summary:
Responsible for building and maintaining the standards of the Contact Center's talent by providing comprehensive training at the start of employment, as well as continuing education. The Contact Center Trainer will work closely with the Operations Management team in planning for, and executing classes. Responsible for developing and improving training courses for new and existing employees and establishing methods to track employee performance after completion of trainings.
Essential Functions:
- Prepare and provide virtual training to new hires and existing staff.
- Develop educational materials, such as digital presentations, videos, instructional videos, how-to manuals, and knowledge base evaluations.
- Train and educate staff on standard protocols and customer service best practices. Deliver new hire and continuing education training leveraging the most up-to-date information.
- Continuously monitor department processes and recommend new and innovative ideas for service improvement to management. This also includes feedback regarding protocols, manuals, documentation, abstracts, and summaries to ensure they are clear, concise, complete, correct and easily understood.
- Analyze the effectiveness of training and develop ways to monitor and complete knowledge checks to guarantee preparedness for handling customer phone interactions.
- Create a positive and engaging virtual learning environment.
- Assemble and distribute training/course materials and teaching aids.
- Escalate training and performance concerns to Operations Management if staff does not meet performance standards.
- Maintain confidentiality of client/patient and employee information at all times.
- Adhere to the prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct.
- Maintain awareness of, and actively participates in, Corporate Compliance and other structural programs.
- Assist with, and execute on other projects as assigned by management.
Education & Experience:
- Nurse licensure in a Compact State - Required
- Five years or more experience as an RN - Required
- Experience facilitating training
- Curriculum development experience
- One year or more exposure to working remotely
- Customer Service and/or sales experience, preferably in a Contact Center environment
- Wired High Speed internet with download speed of at least 100 MBPS and upload speed of at least 20 MBPS
