Contact Center Trainer

Are you looking for a career to be a part of a great culture of support and growth? Then welcome you made it to the job posting for you!

At Nevada Health Centers, we look for people who will embrace our vision of excellent service. Who have the desire to serve and make a difference in our communities. We value as an organization diversity and inclusion.

Established in 1977, Nevada Health Centers is the largest provider of primary care for the uninsured, underinsured, and geographically isolated, with 17 health centers, three mobile health programs, and seven Women, Infants, and Children offices. Our mission: To provide access to quality healthcare services throughout Nevada. Our vision: To create an integrated, provider-led healthcare system that supports the delivery of safe, effective, quality-based primary care to all Nevadans.

• Bilingual in English/Spanish required
• At least 3 years of experience in a Contact Center environment is
• At least two years of experience in a position with training responsibilities preferred, preferably in a Contact Center/healthcare setting
• Knowledge of medical terminology
• Exceptional customer service leadership skills
• Detail oriented and ability to handle multiple and shifting priorities
• Process oriented and the ability to evaluate, design and implement efficient and effective processes
• Excellent written and verbal English and Spanish communication and interpersonal skills
• Ability to manage and prioritize multiple tasks in multi-disciplinary environment
• Creative, independent team player capable of working within an organizational structure
• Excellent data entry, oral and written communication Mathematical, PC literacy, keyboard, and problem solving skills

Nevada Health Centers will provide equal opportunity employment to all employees and applicants for employment. No person shall be discriminated against in employment because of race, color, gender, age, national origin, ancestry, religion, physical or intellectual disability marital status, parental status, sexual orientation or any other category protected by law.

The Contact Center Trainer will be responsible for all new hire training, refresher training for existing Call Center/Clinical Support Team Representatives and other identified training needs as well as the ongoing development and maintenance of the Panviva/Support Point call center software. The Contact Center Trainer will work directly with Contact Center management team to improve productivity, accuracy and internal/external customer service. The trainer is also responsible for shadowing all employees and reviewing calls to ensuring ongoing adherence to the training metrics.

Some responsibilities include:

• Develops teaching materials/process documents in Panviva Support Point for staff reference during and after training
• Coordinates all new hire orientation and training to the Contact Center telephone technology as well as the NextGen medical record software and Panviva’s Support Point software
• Training will include staff shadowing and call auditing to assure staff have the tools to meet expectations
• Trainer with work collaboratively with the IT staff to assure all software changes and/or updates are shared with staff with appropriate training prior to roll-out
• Trainer will work collaboratively with Practice Managers to assure all appointment/service requirements are clearly outlined in all training documents and any needed changes are addressed timely
• Creates a positive work environment and supports Contact Center team members in providing excellent service
• Provides training updates at all Contact Center staff meeting