Contact Center Trainer- Remote

Company Description

About You: 

You want to change the healthcare experience for the better and you know how to train the team to grow and constantly improve! 

As an effective trainer at VIVIO, you bring years of experience training member-facing service teams. You have coached and trained new and existing team members to exceed metrics and operate proactively and professionally. You lead by example, day in and day out, and thrive on your team’s performance. You multi-task, instantly prioritize, and adapt in real-time and support a caring culture where the team wins because individuals have the support, training, and environment needed to thrive. 

We seek team members who are reliable and committed. If you are a problem solver, enjoy thinking creatively about new challenges, and are looking for the next challenge, you would love being on this team. 

Who You will Be Working With: 

This role is multi-disciplinary, and it involves training and enforcing quality assurance with our teams who engage with VIVIO members, the doctors, and staff who care for our members, the pharmacies that fulfill our members’ drugs, and manufacturers of specialty drugs. You will report to the  Director of Member Experience.  

Job Description

What You Will Be Doing: 

Training and Development: 

• Lead the development and execution of comprehensive training programs for team members, ensuring alignment with organizational goals and standards. 
• Deliver engaging and interactive training sessions virtually, to onboard new employees and provide ongoing skill development and refresher sessions. 
• Create training materials, including presentations, manuals, and job aids, to support training initiatives. 
• Assess training needs and evaluate the effectiveness of training programs through feedback and performance metrics. 
• Collaborate with leaders to identify training gaps and develop strategies for improvement. 
• Provide one-on-one coaching and support to address individual learning needs and performance issues. 
• Coordinate with internal departments to align training initiatives with organizational goals and objectives. 
• Assist in the development and implementation of standardized processes and procedures for account management activities. 
• Monitor and track the progress of trainees and provide regular updates to management on training outcomes. 
• Provide ongoing coaching and support to team members, fostering skill development and promoting a culture of continuous learning and improvement. 

Quality Assurance: 

• Design and implement quality assurance processes and standards to evaluate the effectiveness of member interactions and care coordination efforts. 
• Conduct regular audits and assessments to identify areas for improvement and ensure compliance with established protocols and guidelines. 
• Provide coaching and feedback to ensure consistent performance and adherence to quality standards. 
• Monitor employee phone and quality assurance (QA) performance, including live listening to phone calls and review of buzz words for real-time feedback. 
• Adapt coaching and mentoring styles to meet the individual needs of team members. 
• Foster and enhance the existing team culture, serving as a motivating force for our team. 

Qualifications

Qualifications: 

• Minimum of 3 years of previous experience in onboard training and ongoing skills development, preferably in a corporate environment. 
• Have at least 2 years of experience in the healthcare industry, focusing on care coordination, member advocacy, or related roles. Call center experience is a plus. 
• Excellent communication and presentation skills, with the ability to engage and motivate learners. 
• Strong interpersonal skills and the ability to build rapport with diverse teams. 
• Proficiency in Microsoft Office applications, particularly PowerPoint. 
• Knowledge of learning management systems (LMS) and other training software is a plus. 
• Passion for education, healthcare, and improving member outcomes. 
• Possess strong analytical skills, with the ability to effectively evaluate alternatives and identify optimal solutions to complex problems. 

Preferred qualifications: 

• Healthcare or pharmacy industry experience 
• Experience training teams remotely. 
• Experience with Amazon Connect
• Bachelor’s degree 
• Completion of a Trainer Certificate Program 

Additional Information

• Base salary $45-60K/year
• Bonus
• Health Benefits
• PTO
• 401 K
• Stock Options
• Opportunity to work for a growing and innovative company. 
• Dynamic and collaborative work environment. 
• The chance to make a real impact with a Public Benefit Corporation.

VIVIO Health is an Equal Opportunity Employer and does not unlawfully discriminate based on any status or condition protected by applicable Federal, state or local municipal law. All your information will be kept confidential according to EEO guidelines.