Experienced Enterprise Contact Center Trainer - Remote Training and Development Role in Healthcare Operations
Join the Legacy of Hope and Innovation at Stanford Health Care
Stanford Health Care (SHC) is a pioneering healthcare organization that sets a high standard for delivering value and an exceptional experience for patients and families. We are seeking an experienced Enterprise Contact Center Trainer to join our team in a remote capacity. As a key member of our Enterprise Contact Center (ECC) Shared Services department, you will play a vital role in training staff across the organization to deliver outstanding customer service and support.
About the Role
The Enterprise Contact Center Trainer will be responsible for developing and delivering technical and operational training programs to staff in the ECC and throughout SHC. This includes training on various systems, workflows, protocols, customer service, quality, and operational requirements. The ideal candidate will have a strong background in adult learning principles, curriculum development, and training delivery.
Key Responsibilities
Assist in conducting training needs assessments for systems, workflow, protocol, customer service, quality, and operational training requirements
Gather training requirements from staff, operations managers, clinic managers, ECC directors, and others
Develop learning objectives that describe desired training outcomes
Design training curriculum and learning plans to ensure performance objectives are met
Develop training materials, including PowerPoint presentations, handouts, scenarios, exercises, and other documents
Develop instructor guides for Operations Trainers
Deliver training according to curriculum plans
Travel to client organization sites to assess training needs and deliver training (as needed)
Develop and implement training assessments to ensure knowledge and skill retention
Provide post-training feedback and coaching as necessary
Communicate trainee performance to operational managers
Assist in developing job aids and reference materials
Participate with the QA Team in call calibrations
Build and maintain knowledge of training best practices
Requirements and Qualifications
Education
High school diploma required
Bachelor's degree in a work-related discipline or trainer certification preferred
Experience
Four (4) years' experience in a customer service setting
Two (2) years' experience delivering training in a contact center or healthcare operations setting
Knowledge, Skills, and Abilities
Entry-level knowledge of adult learning principles
General knowledge of healthcare terminology, insurance, billing, and medical records
Skilled in organizing and coordinating training, including scheduling classrooms, printing materials, accessing training databases, and troubleshooting training display technology
Knowledge of how to conduct a training needs assessment
Basic knowledge of the curriculum development process, including analysis, instructional design, developing outlines, learning objectives, materials, and assessments
Ability to communicate complex training content to participants, answer questions, and ensure understanding
Advanced written and oral communication skills
What We Offer
Competitive Compensation and Benefits
Stanford Health Care offers a competitive compensation package, with a salary range of $40.46 - $52.61 per hour, depending on experience and qualifications. We also provide a comprehensive benefits package, including opportunities for professional growth and development.
Career Growth Opportunities and Learning Benefits
At Stanford Health Care, we are committed to the growth and development of our employees. We offer various training programs, mentorship opportunities, and career advancement possibilities to help you achieve your professional goals.
Work Environment and Company Culture
Our organization values diversity, equity, and inclusion. We strive to create a work environment that is welcoming, inclusive, and respectful of all employees. As a remote worker, you will have the flexibility to work from home and maintain a healthy work-life balance.
How to Apply
If you are a motivated and experienced training professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to join our team and make a significant impact in the lives of our patients and families.
Apply now and take the first step towards a rewarding new role!
Apply Now
Stanford Health Care (SHC) is a pioneering healthcare organization that sets a high standard for delivering value and an exceptional experience for patients and families. We are seeking an experienced Enterprise Contact Center Trainer to join our team in a remote capacity. As a key member of our Enterprise Contact Center (ECC) Shared Services department, you will play a vital role in training staff across the organization to deliver outstanding customer service and support.
About the Role
The Enterprise Contact Center Trainer will be responsible for developing and delivering technical and operational training programs to staff in the ECC and throughout SHC. This includes training on various systems, workflows, protocols, customer service, quality, and operational requirements. The ideal candidate will have a strong background in adult learning principles, curriculum development, and training delivery.
Key Responsibilities
Assist in conducting training needs assessments for systems, workflow, protocol, customer service, quality, and operational training requirements
Gather training requirements from staff, operations managers, clinic managers, ECC directors, and others
Develop learning objectives that describe desired training outcomes
Design training curriculum and learning plans to ensure performance objectives are met
Develop training materials, including PowerPoint presentations, handouts, scenarios, exercises, and other documents
Develop instructor guides for Operations Trainers
Deliver training according to curriculum plans
Travel to client organization sites to assess training needs and deliver training (as needed)
Develop and implement training assessments to ensure knowledge and skill retention
Provide post-training feedback and coaching as necessary
Communicate trainee performance to operational managers
Assist in developing job aids and reference materials
Participate with the QA Team in call calibrations
Build and maintain knowledge of training best practices
Requirements and Qualifications
Education
High school diploma required
Bachelor's degree in a work-related discipline or trainer certification preferred
Experience
Four (4) years' experience in a customer service setting
Two (2) years' experience delivering training in a contact center or healthcare operations setting
Knowledge, Skills, and Abilities
Entry-level knowledge of adult learning principles
General knowledge of healthcare terminology, insurance, billing, and medical records
Skilled in organizing and coordinating training, including scheduling classrooms, printing materials, accessing training databases, and troubleshooting training display technology
Knowledge of how to conduct a training needs assessment
Basic knowledge of the curriculum development process, including analysis, instructional design, developing outlines, learning objectives, materials, and assessments
Ability to communicate complex training content to participants, answer questions, and ensure understanding
Advanced written and oral communication skills
What We Offer
Competitive Compensation and Benefits
Stanford Health Care offers a competitive compensation package, with a salary range of $40.46 - $52.61 per hour, depending on experience and qualifications. We also provide a comprehensive benefits package, including opportunities for professional growth and development.
Career Growth Opportunities and Learning Benefits
At Stanford Health Care, we are committed to the growth and development of our employees. We offer various training programs, mentorship opportunities, and career advancement possibilities to help you achieve your professional goals.
Work Environment and Company Culture
Our organization values diversity, equity, and inclusion. We strive to create a work environment that is welcoming, inclusive, and respectful of all employees. As a remote worker, you will have the flexibility to work from home and maintain a healthy work-life balance.
How to Apply
If you are a motivated and experienced training professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to join our team and make a significant impact in the lives of our patients and families.
Apply now and take the first step towards a rewarding new role!
Apply Now