Call Center Trainer Job at Serenity Healthcare
Call Center Trainer
At Serenity Healthcare, we have the fulfilling job of helping patients take their life back! Our mission is to support the thousands of people who are struggling with depression, anxiety, and other mood disorders. You can make a difference by helping to coordinate their care. We help both new patients and established patients get the care that they need. Our agents are responsible for patient communication across the 6 states in which we operate psychiatry clinics. We help both new and established patients with everything related to their care at Serenity.
Experience in training is required.
- This position is on-site at our Lehi, Utah office.
Benefits:
- Competitive pay (DOE)
- Insurance benefits (Medical, Dental, Vision)
- Opportunity for growth and advancement
- Paid Time Off
- 10 Major Holidays Off
- 401K
- Paid orientation
- Office Lunches and Treats
- Spectacular Lehi Utah views
Position Responsibilities:
- Learns system functionality sufficiently to teach end-users how to properly use the system.
- Learns the end-user workflows sufficiently to teach end-users hospital-specific workflows.
- Ensures customer satisfaction metrics are met for all contact center training programs.
- Prepares and maintains training content to coordinate, develop, design, and maintain team and individual training materials specifically for the contact center end-user.
- Organizes training programs designed to give newly hired employees the skills to be successful in the role, including systems and customer service soft skills, as well as department processes and procedures.
- Coordinates training of end-users for new system releases, department procedures/processes, and new workflows as needed.
- Works closely with contact center leadership to identify areas of deficiency and develop training to improve competency, continuing education, and process improvement.
- Monitors agent interactions for the purpose of ensuring quality service and adherence to approved scripting, as well as accuracy of information call handling standards, and the patient experience.
- Provides Team Leads and Manager with regular agent performance feedback, and when necessary, coach agents and provides feedback directly to fill performance gaps found in audits.
- Supports and suggests improvements/recommendations to meet the highest level of patient experience.
- Performs other duties as assigned.
Qualifications:
- Bachelor’s degree in related discipline or field of study and/or equivalent experience (Training, Development & Quality Assurance).
- Minimum 3 to 5 years of prior call center experience in training, development, and quality assurance capacity (i.e., hands on experience developing/delivering training programs).
- Excellent knowledge of customer service best practices.
- Strong teaching abilities and mentoring skills.
- Good communication, interpersonal, and conflict resolution skills.
- Ability to provide leadership to personnel in a fast-paced environment.
- Availability to occasionally travel.
- Familiar with training Contact Center Software and Electronic Health Record Software is a bonus.
- Experience as a Quality Assurance Analyst, and directly working with service reps, Team Leaders, and Management.
Who we are
Using advanced medical devices, we give our patients long-term success even when other treatments have failed. Serenity Healthcare is a company that is committed to creating the finest patient experience. We ensure this by investing in our employees, as success with our mission requires cultivating a culture that is people-centric, collaborative, positive, proactive, and open to opportunity for personal and professional development. Being gifted with the opportunity to make a profound impact on the quality of our patients’ lives creates limitless potential for growth within our organization.
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