Hummingbird Healthcare · 9 hours ago
Contact Center Training Instructor
United States
Full-time
Remote
Entry Level
$30/hr - $30/hr
2+ years exp
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Responsibilities
Deliver engaging and informative virtual and in-person training sessions to contact center agents and other contact center staff.
Use various training methods and tools to ensure all learning styles are accommodated.
Provide clear and concise instructions to ensure learners understand and can apply new skills and knowledge.
Emphasize the development of strong customer service soft skills, including empathy, active listening, and effective communication.
Provide ongoing support to end users, assisting with system use and troubleshooting issues.
Create basic job aids and other learning tools to support end users in their daily tasks.
Address any questions or concerns from contact center staff regarding workflow processes and system usage.
Monitor and respond to support requests in a timely and effective manner.
Offer guidance on best practices for handling patient interactions and resolving issues efficiently.
Maintain the training schedule, ensuring all required participants are enrolled and informed.
Coordinate with business units to determine necessary training sessions for staff.
Track attendance and completion rates, ensuring compliance with training requirements.
Adjust schedules as needed to accommodate changes in staffing or operational needs.
Stay informed about changes to contact center workflows.
Share feedback and ideas with instructional designers and training management to refine and enhance training curriculum and program design.
Implement improvements to your training approach based on feedback and best practices.
Qualification
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Required
2+ years of relevant experience in training or facilitation roles, ideally within a contact center / customer service environment.
Experience in the healthcare or patient services industry.
Familiarity with Epic scheduling workflows.
Epic training experience.
Strong communication and presentation skills.
Ability to create clear and effective job aids.
Strong attention to detail and organizational skills to manage training schedules and participant enrollment.
Ability to work collaboratively with team members and stakeholders.
Strong problem-solving skills to provide effective end-user support.
Demonstrated ability to teach and reinforce customer service soft skills.
Preferred
Proficiency in using contact center systems and software.
Knowledge of patient scheduling workflows and call handling processes.
Familiarity with e-learning platforms and digital training tools.
Ability to adapt to new technologies and procedures quickly.
Experience in continuous improvement and feedback-driven training enhancements.
Company
Hummingbird Healthcare
Elevating Patient Access. Creating Good Jobs.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$15.67M2024-06-14Seed· $9.87M
2023-06-23Debt Financing· $5.8M
Company data provided by crunchbase
