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Form of workOverviewWe are looking for a full-time Trainer to join our Contact Center in Albuquerque, NM.This full time job is located at our Lovelace Medical Group Contact Center in downtown Albuquerque for a multispecialty outpatient provider group, which includes clinics, doctors and advanced practice providers in a broad range of specialties and primary care. Our Contact Center staff provide patients and callers with world-class service with our core focus on First Call Resolution.ResponsibilitiesTrainer Responsibilities: Completes new employee education for proficient use of EPIC EMR Maintains and updates departmental policies, procedures, workflows etc that positively reinforce frontline achieving exceeding their standard KPI targets Place tickets for New Hire staff for all new equipment/hardware needed from IT Works collaboratively with cross-functional Contact Center Leadership teams to include; Workforce Management, Quality Assurance, Triage, Supervisors, Leads and Frontline Works cohesively with Clinic staff to identify issues that impact Patient Experience, and resolve through ongoing Continuing Education and curriculum design/optimization. Supervise all new hire frontline employees thru the nesting phase of their new employment journey and equip them with knowledge and success Act as a support model/liaison for staff as they navigate, learn and excel in their journey Recognize and celebrate individual and team success Participate and act as a stakeholder in frequent department meetings to receive updates and augment delivery of material Other duties as assigned by manager/director within operating departmentQualificationsTrainer Education/experience job Requirements: Minimum: Two (2) years post high school education Desired: Bachelor's Degree Strong computer literacy, specifically MS Office 365 Two (2) years healthcare work experience, to include registration and scheduling (EPIC Cadence) to include robust EPIC chart navigation. Be willing to become an EPIC credentialed trainer when spacing becomes available (held quarterly)Why Lovelace? Clinic named Patient Centered Medical Home by National Committee for Quality Assurance, 2017 Honored for "Deals of the Year" award by Albuquerque Business* First for acquisition of ABQ Health Partners' women's healthLovelace is a drug-free employer with smoke free campuses.
