Enterprise Contact Center Trainer

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Day - 08 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview
The Stanford Health Care (SHC) Enterprise Contact Center (ECC) Shared Services department supports contact centers and access processes throughout the enterprise. This includes, but is not limited to, all referral, scheduling, previsit activity, phone handling, and customer service skills. Responsibilities include training staff in the ECC as well as all staff at SHC who perform access functions, which include: radiology scheduling, new patient coordination, phone call handling, customer service contact center navigation, and clinic scheduling staff. The Trainer will develop and deliver technical and operational training programs. Other responsibilities include working with operational managers, project managers, and the quality assurance team to achieve high levels of staff performance and accomplish ECC business objectives.

Stanford Health Care

What you will do
  • Assist in conducting training needs assessments for systems (e.g. EMR, Knowledge Management, ACD, etc.,), workflow, protocol, customer service, quality, and operational training requirements.
  • Assist in gathering 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, hand-outs, 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.
  • 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.
  • Advanced knowledge of Microsoft Office products.
  • Participate with the QA Team in call calibrations.
  • Build and maintain knowledge of training best practices.

Education Qualifications
  • High school diploma required
  • Bachelor's degree in a work related discipline or trainer certification preferred

Experience Qualifications
  • Four (4) years' experience in a customer service setting
  • Two (2) years' experience delivering training in a contact center or health care operations setting

Required Knowledge, Skills and Abilities
  • Entry level knowledge of adult learning principles
  • General knowledge of health care 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
  • Ability to deliver classroom, online (WebEx), or one-on-one training
  • Advanced written and oral communication skills

Licenses and Certifications
  • None

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family's perspective:
  • Know Me: Anticipate my needs and status to deliver effective care
  • Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
  • Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.