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Ascension · 8 hours ago

Trainer - Contact Center Training

United States

Full-time

Remote

Entry, Mid Level

$51K/yr - $72K/yr

2+ years exp

Ascension is a leading non-profit, faith-based national health system, and they are seeking a Trainer for their Contact Center Training team. The Trainer is responsible for delivering training sessions, supporting curriculum design, and providing feedback on training effectiveness to enhance the performance of Care Navigators.

CharityHealth CareHospitalNon Profit

Responsibilities

Facilitate training, including New Hire Training, advanced skill development, and ongoing upskilling programs

Provide hands-on support during training sessions, actively participating in calls to demonstrate real-world application

Assist in brainstorming new ideas, minor updates and feedback for curriculum design

Conduct training on Market Knowledge Bases (KBs) and all specialty modules to ensure Care Navigators have the required knowledge

Up to 40% time handling phone calls to maintain knowledge of system changes, workflow updates, demonstrating phone etiquette, skills, and best practices throughout the year

Provide feedback and report out insights on new hire performance, training challenges, and skill development to Market Managers and Supervisors

Gather feedback from new hires and current Care Navigators to improve training effectiveness

Qualification

Training facilitationContact center experienceCurriculum designCustomer service skillsAthenaDashEpicLeadership experienceCoaching skillsFeedback gathering

Required

High School diploma equivalency with 2 years of cumulative experience OR Associate's degree/Bachelor's degree with 1 year of experience OR 5 years of applicable cumulative job specific experience required

2 years of leadership or management experience preferred