JFK Johnson Rehabilitation Institute · 10 hours ago
TRAINING SPECIALIST, PATIENT ACCESS CENTER
Edison, NJ
Part-time
Onsite
Mid, Senior Level
$83K/yr - $83K/yr
5+ years expHackensack Meridian Health is dedicated to transforming healthcare and serving as a leader of positive change. The Contact Center Training Specialist ensures outstanding service by developing and delivering training programs for the Patient Access Center, focusing on customer service skills and operational procedures.
Hospital & Health Care
Responsibilities
Develop and facilitate training programs to ensure that all Patient Access Center staff have the skills and information they require to meet the needs of our patients
Develop and maintain new hire orientation training and guidelines for all positions in Access Center to ensure successful on-boarding
Ensure that proper ongoing training, development and support of personnel takes place and ensure their knowledge of the Company's policies and procedures, appointment availability, lines of business, services provided, and other significant information delivered to patients
Collaborates with medical offices, hospital departments and Digital Technology Services to ensure that all business requirements are identified and reflected in training materials so that customer service standards are consistently achieved
Works closely with DTS and Telecom technical support staff to maintain expertise on all related systems / applications / databases / phone & recording software
Continuously review existing processes and research new ones for possible automation improvements or enhancements
Provides pre- and post- training competency tests to ensure team members have acquired knowledge and/or skill(s) to perform job roles and responsibilities
Proactively seek to learn best practices and/or techniques other call centers use to increase performance and provide excellent customer service
Design and implement leadership training and performance goals for Call Center Supervisors and Team Leads in order to improve skills and professional growth
Manages the class climate with ground rules and ensures learning environment is open, engaging, challenging, and geared to an adult audience
Other duties as assigned
Adheres to the standards identified in the Medical Center's Organizational Competencies
Qualification
Required
Bachelor's degree and/or 5+ years experience in high-volume, multi-skilled and multi-site Contact Center required
Minimum of 2 years experience leading training including training/facilitation experience, preferably in a classroom or large audience setting
Must be competent in the use of PCs, phones, software applications, and office equipment
Excellent organization, communication and interpersonal skills are required to interact effectively with all levels of staff, as well as external vendors and/or customers
Strong presentation, verbal and written skills
Excellent computer skills with proficient use of tools to create engaging presentations and work aids to be used either in-person or in virtual training environments
Must be self-motivated, innovative, and flexible to cover morning, evening, and weekend shifts, as needed
Ability to manage and prioritize multiple priorities in a dynamic fast paced environment
Ability to adapt to a flexible work style, and ability to work within a diverse team
Maintains a working knowledge of applicable Federal, State and local laws and regulations, HMH Compliance Program, Standards of Conduct, as well as other policies in order to ensure adherence in a manner that reflects honest, ethical and professional behavior
Excellent written and verbal communication skills
Proficient computer skills including but not limited to Microsoft Office and Google Suite platforms
Must have good problem solving skills; ability to approach problems logically and troubleshoot
Must have good time management skills; multitasking, prioritizing to accomplish multiple tasks with multiple deadlines
Ability to adjust training to meet individual learning styles and needs
Contributes to a positive departmental image by exhibiting professionalism, adaptability, teamwork, and mutual respect
Supports and participates in a collaborative team-oriented environment
Understands and communicates the department's vision to team members
Identifies and actively drives team changes, staffing and training needed to support needs
Preferred
Experience in Healthcare industry
Experience with Epic
Proven expertise with Cisco
Benefits
Health
Dental
Vision
Paid leave
Tuition reimbursement
Retirement benefits
Company
JFK Johnson Rehabilitation Institute
Offering New Jersey’s most comprehensive rehabilitation services, JFK Johnson Rehabilitation Institute is a 94-bed facility located in Edison, NJ, serving residents of the tristate area for more than 40 years.
10001+ employees
Funding
Current Stage
Late StageCompany data provided by crunchbase