The Call Center Trainer designs, implements and evaluates non-clinical Call Center training programs. The Call Center Trainer is responsible for training new and existing staff members in the use of departmental systems, procedures, policies and proper call etiquette. The call center trainer will also be responsible for content creation including written training material and training videos. The Call Center Trainer assists the Director with staff training issues which include assessment, planni... more details
The Call Center Trainer designs, implements and evaluates non-clinical Call Center training programs. The Call Center Trainer is responsible for training new and existing staff members in the use of departmental systems, procedures, policies and proper call etiquette. The call center trainer will also be responsible for content creation including written training material and training videos
The Call Center Trainer assists the Director with staff training issues which include assessment, planning, implementation, evaluation and revision of department training programs to address staff learning needs. This position establishes and maintains excellent customer relations with the general public, potential clients, caregivers and fellow employees' of the VCU Health System. Services will include, but not limited to, patient information, physician information, clinic and Medical Center information, paging, emergency communication and other related services.
The Call Center Trainer demonstrates compliance with all local, state and federal laws and regulations. This includes JCAHO standards and VCUHS policies and procedures.
Licensure, Certification, or Registration Requirements for Hire: N/A
Licensure, Certification, or Registration Requirements for continued employment: N/A
Experience REQUIRED:
Minimum of two (2) years' teaching experience in a professional setting or four (4) years' general experience in telephone/customer service
Previous work experience with Microsoft Office applications (Word, Excel, etc.) and mail/calendaring software
Experience PREFERRED:
Three (3) years' experience in a professional setting Five (5) years general experience in telephone/customer service
Previous experience working with epic and scheduling systems
Previous experience with medical terminology
Call Center experience
Education/training REQUIRED:
High school diploma or equivalent
Education/training PREFERRED:
Bachelor's Degree in Adult Education, Communications, English, Healthcare Administration or related field from an accredited program
Independent action(s) required:
Assesses plans and develops and conducts training programs geared towards skill development in new and existing staff.
Coordinates all aspects of new employee orientation.
Supervisory responsibilities (if applicable):
Provides ongoing supervision to preceptors and new employees during their first three months of training.
Additional position requirements:
Must be flexible with work schedules according to department staffing and training needs.
May be required to work some holidays.
Required to maintain neat, clean attire and working environment in accordance to department and hospital polices.
The trainer is required to cross-cover the Call Center phone lines as required during extreme staffing shortages.
Age Specific groups served: All
Physical Requirements (includes use of assistance devices as appropriate):
Physical - Lifting 20-50 lbs.
Activities: Prolonged sitting, Repetitive motion
Mental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking
Emotional: Fast pace environment, Able to handle multiple priorities, Frequent and intense customer interactions, Able to adapt to frequent change
This position is a day/evening shift
EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.
