Job Description

Call Center Training Coordinator INTERNAL

Business Office · Patient Contact Center
Plantation, FL
Health Care
Full Time, Days
Weekly Schedule: Monday - Friday 8:00am - 5:00pm
Bilingual: None
Bilingual Type: N/A
Posted 08/17/2021
Req # 6514
  • PRIMARY FUNCTION
    • Coordinates the training and development of the Patient Contact Center Agents. Ensures all new Patient Contact Center Agents are educated on all phone policies and procedures.
  • ESSENTIAL FUNCTIONS OF THE JOB
    • This list may not include all of the duties that may be assigned.
       
    • Assists in the training and development of new Patient Contact Center Agents.
    • Assists the Patient Contact Center Training and Development Manager in improving the quality of work and efficiency of the patient contact center staff.
    • Assists the Patient Contact Center Training and Development Manager in educating the patient contact center staff on policy and procedure changes.
    • Conducts monthly refresher trainings to support the development and continued education of the patient contact center staff.
    • Assists in the development and implementation of Quality Improvement initiatives.
    • Maintains communication with the Patient Contact Center Leadership team, and report any conflicts/disputes or incidents/accidents involving clinicians, staff, patients and/or parents to ensure the department morale and construction.
    • Assists the Patient Contact Training and Development Manager with employee performance evaluation, continuous education and motivation.
    • Assists the Patient Contact Center Training and Development Manager in assuring remedial or corrective actions take place when employees deviate from specified performance expectations.
    • Must maintain a thorough knowledge of all departmental policies.
  • PERFORMANCE REQUIREMENTS
    • Education:
      • High School Diploma or equivalent.

    • Licensure:
      • MA Diploma or Certification preferred

    • Knowledge, Skills & Abilities:
      • Must have strong verbal, written, and interpersonal communication skills. Have exceptional listening and analytical skills. Demonstrates the ability to work well in a team environment. Maintain effective working relationships with employees and Management team.

        Ability to plan, prioritize, organize workflow. Exercises a high degree of initiative, judgement, discretion and decision-making skills.


    • Experience:
      • Prefer 2 years of Phone experience working in a medical office setting. Pediatric medical triage experience preferred.

    • Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy, Federal, State, and local regulations.
    •  
    • Beginning October 15, 2021, all new hires must demonstrate they are fully vaccinated for Covid-19 by their first day of employment.

Application Instructions

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