Contact Center Trainer

Company: Oak Street Health 

Title: Associate, Patient Experience & Service Operations Trainer

Company Description

Oak Street Health believes everyone deserves great healthcare – the kind you’d want for your own family. We specialize in providing exceptional care for older adults on Medicare, often in underserved communities where there is little or no quality healthcare.

Oak Street Health is on a mission to rebuild healthcare as it should be with an innovative care model that centers on wellness-based, positive health outcomes for patients, not the volume of services provided. Our unwavering commitment to keeping patients healthy is highlighted by dedicated care teams that take time to get to know each individual, providing the personalized care they need to stay healthy and live life more fully. 

We’re an organization on the move! Our rapidly growing national network of primary care centers is staffed by a diverse team of outstanding care providers, service team members, technologists, community outreach experts, business professionals, and more. For more information, visit http://www.oakstreethealth.com.

Role Description:

The Associate, Patient Experience & Service Operations (PXSO) Trainer is responsible for developing and delivering engaging learning solutions that educate and inspire our sales, service, medical records, third party services, and operations teams to deliver key business results.  This role is responsible for maximizing team members’ effectiveness by ensuring thorough understanding of workflows, protocols, troubleshooting, problem resolution, and providing an Unmatched Patient Experience.  This individual should be a dynamic, energetic instructional designer and trainer who builds relationships quickly and is passionate about working in a fast-paced, scaling organization.

Core Responsibilities:

• Design, develop, and deliver learning solutions for PXSO team members and managers in all Oak Street markets using sound instructional design principles.

• Design and develop learning curricula, programs, and courses in formats, including instructor-led training, virtual programs, video content, and interactive eLearning.

• Manage multiple design projects using proven project management tools and instructional design methodologies.

• Act as a main point of contact for training.

• Work with subject matter experts from local leadership to identify learning objectives, document key learning concepts, and translate them into instructionally sound learning materials.

• Manage LMS learning content and library assets.

• Maintain team learning solutions (materials, systems), ensuring they are up-to-date and accurate.

• Facilitate and present training programs both in person and remotely.

• Offer performance consulting solutions and strategies.

• Proactively introduce new training tools and concepts into the training development process.

• Ensure New Hires complete required e-learning courses in the required timeline.

• Evaluate training processes and procedures and suggest methods to improve area operations, efficiency to both internal and external staff.

• Conduct assessments to determine readiness for role and identifying learning objectives are met.

• Other duties as assigned

What are we looking for?

• Minimum of 2 years of instructional design experience and 2 years facilitating training.

• A problem-solving orientation, flexibility, and positive attitude.

• Excellent project management skills--the ability to independently manage multiple development projects and deadlines.

• Clear, direct, and accessible verbal and written communication; strong listening and feedback delivery skills.

• Excellent face to face and video conference training skills.

• Outstanding networking and relationship management skills.

• Excellent judgment, trustworthiness, and ability to maintain confidentiality.

• Proficient in learning development tools such as Camtasia, Adobe suite/InDesign, Articulate Storyline, and similar. Microsoft Office, Google Suite, and LMS system administration.

• Bachelor’s degree in instructional design, instructional technology or similar preferred.

• US work authorization.

• Someone who embodies being “Oaky”.

What does being “Oaky” look like?

• Radiating positive energy

• Assuming good intentions

• Creating an unmatched patient experience

• Driving clinical excellence

• Taking ownership and delivering results

• Being scrappy

Why Oak Street?

Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:

• Collaborative and energetic culture

• Fast-paced and innovative environment

• Competitive benefits including paid vacation and sick time, generous 401K match with immediate vesting, and health benefits

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth.com/careers.