Training Specialist Behavioral Health Contact Center

Department: 02040 AMG Admin - Behavioral Health Status: Full time Benefits Eligible: Yes Hours Per Week: 40 Schedule Details/Additional Information: Remote position, M-F 8:00-5:00 Pay Range $24.85 - $37.30 Major Responsibilities: • Conducts new hire classes on a regular basis, including the preparation of all training materials and facilities associated with each class. Delivers both functional and technical skill training using various training databases for classroom training for new and existing caregivers. • Analyzes operational functions, processes, and problems to determine where training needs exist and recommends the most effective training solution. Develops learning objectives and activities. Identifies the most appropriate instructional media materials and methods used to deliver programming that correlates to the skill level of the participants. • Collaborates with instructional designers to design, schedule and implement training modules for contact center caregivers. Coordinates training plans for compatibility with system operations. • Partners with management team to keep appropriate personnel appraised on ever changing policies and procedures to ensure a consistent patient experience. Translates existing processes into training materials and program strategies. • Performs quality assessments to identify gaps and subsequently provides assistance in the creation and execution of improvement based training programs. Assists in the development of job specific competency models and overall performance measurements. • Conducts recurrent training classes, meetings, and seminars during times of policy, procedure, and/or protocol updates. Works collaboratively with other departments and the instructional designers in the development of training curriculum. • Educates caregivers on understanding regulatory compliance requirements and integrating compliance into training modules. • Assists the Smart Chart (Epic) and other Information System project teams in the testing and training of new applications within the system revenue cycle areas. Provides auditing of existing systems features to maximize caregiver and system efficiencies. May function as a liaison with information systems vendors to enhance training quality, troubleshooting system issues, and providing related feedback. • Discusses training needs with leadership, encouraging their support for and understanding of the importance of training, learning curves, expected productivity, etc., for the overall benefit of the organization. • Creates role play and other exercises to ensure development of patient interactions skills. Reviews call standards and expectations. Licensure, Registration, and/or Certification Required: • None Required. Education Required: • High School Graduate, or • Certificate of General Educational Development (GED) or High School Equivalency Diploma (HSED). Experience Required: • Typically requires 2 years of experience in a patient contact center that includes experiences with staff development activities, curriculum development, and/or designing training materials. Knowledge, Skills & Abilities Required: • Working knowledge and experience creating instructional-based documentation. • Proficiency with Microsoft Office (Excel, Word, and PowerPoint) or similar products. Ability to learn other applications proficiently. • Solid working knowledge of Epic, I3, Nice, and other software used in contact centers. • Exceptional interpersonal, verbal, and written communication skills. Able to provide educational offerings that ensures translation of teachings into actions. • Demonstrated teaching skills that promote learning involvement. Innovative coaching and counseling skills when dealing with education and development issues. • Creative ability to develop class agendas and material and to present them in an interesting manner. • Effective critical thinking, creativity, problem solving, and decision making skills. Physical Requirements and Working Conditions: • Must be able to lift up to 15 lbs. when carrying education material to classrooms. • Must be able to sit 50% and stand 50% of the workday. • May be exposed to extreme weather conditions when traveling between sites. • Exposed to normal office environment. • Operates all equipment necessary to perform the job. • Open to working remotely from your home if required. This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties. Our Commitment to You: Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including: Compensation • Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training • Premium pay such as shift, on call, and more based on a teammate's job • Incentive pay for select positions • Opportunity for annual increases based on performance Benefits and more • Paid Time Off programs • Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability • Flexible Spending Accounts for eligible health care and dependent care expenses • Family benefits such as adoption assistance and paid parental leave • Defined contribution retirement plans with employer match and other financial wellness programs • Educational Assistance Program About Advocate Health Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits. Apply tot his job Apply To this Job