Contact Center Trainer

The Department of UHealth Connect has an exciting opportunity for a full-time Contact Center Trainer to work in Miami, FL.   The Contact Center Trainer oversees and delivers training via classroom and one-on-one sessions for all employees involved in front end revenue cycle access and patient care, specifically, the systems and skills required for providing general patient information, registration and scheduling in a contact center environment. The incumbent in this role will maintain a solid understanding of the overall integration of business applications and provides training and support to staff members. Key responsibilities of this role include oversight of training activities to reinforce appropriate system usage in the delivery of robust patient-centered care, participation in pre-production simulations, workflow integration, testing, and validation of system functionality. This role also participates in curriculum development, manual creation and revisions, and collaborates with other key stakeholders (i.e., TOD, UMIT, UMCET etc.) for all supported business applications and patient access related competencies.

Core Responsibilities:

• Develops lesson plans, curriculum, training manuals, classroom exercises, competency assessment and testing, and online computer based learning modules in support of the employees’ roles and job functions.

• Develops and provides post-training support for end users including reinforcement work sessions, departmental rounding, and on-the-job refresher in-services.

• Assists with developing and updating all training materials including manuals, exams and presentations

• Participates in business operations meetings to assess user feedback and gather future requirements.

• Determines effective product mix and frequency of class offerings.

• Prepares schedules for assigned curriculum.

• Assesses students’ participation and progress continuously during training, providing feedback to students and TDI management team.

• Mentors students following the classroom portion of the education program and document accordingly.

• Maintains open communication with co-workers regarding all class schedules, student progress, mentoring status and more to endure consistency throughout the training program

• Notifies management of any delays or issues

• Assists with implementation and upgrade of new systems and provide go-live support

• Adheres to University and unit-level policies, procedures, and safeguards University assets.

Department Specific Functions:

• Designs and deliver training tools and resources that support contact center specific operations and workflows as it pertains to patient registration, scheduling, and pre-insurance verification.

• Develops and delivers specific skill level training materials to achieve department and hospital-wide quality satisfaction and patient experience goals.

• Develops and delivers training tools specific to current systems (i.e. NICE, Kyruus, AmplifAI, UChart)

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

Core Qualifications

• Associate’s Degree in relevant field

• Minimum 3 years of relevant experience

• Ability to accurately prepare and maintain records, files, reports and correspondence

• Ability to communicate effectively in both oral and written form

• Ability to maintain effective interpersonal relationships

• Skill in completing assignments accurately and with attention to detail

• Ability to recognize, analyze, and solve a variety of problems

• Ability to process and handle confidential information with discretion

• Ability to work independently and/or in a collaborative environment

• Proficiency in computer software (i.e. Microsoft Office)

Any relevant education, certifications and/or work experience may be considered.

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