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