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Req #: 247298

Department: UW MEDICINE CONTACT CENTER

Posting Date: 06/26/2025

Closing Info:

Open Until Filled

Salary: $5114 - $7672 per month

Limited Recruitment: **Open to Department employees only**

Shift: First Shift

Notes:

Contact Center hours of operation are 6:45 AM to 7:15 PM, Monday through Friday, 7:45 AM – 4:45 PM, Saturdays and closed Sundays.

The Contact Center offers a work-from-home program available to those who successfully complete the virtual training program along with meeting performance metrics and expectations.

As a UW employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here. (https://hr.uw.edu/benefits/wp-content/uploads/sites/3/2016/07/prostaff.pdf)

The **UWMedicine Contact Center** has an outstanding opportunity for a **Training & Development Specialist** .

WORK SCHEDULE

+ Full-Time (40 hours per week)

+ 5 Days per week

+ Remote **DEPARTMENT DESCRIPTION**

The **Training & Development Specialist** will focus on virtual training and onboarding of new and tenured employees at the UW Medicine Contact Center. The FDA is responsible for the coaching and development of Contact Center team members in relation to customer service, efficient call/contact handling, department systems, and processes. Consistently engages in training activities that support and encourage staff to take focused action and improve the level of services provided and overall performance. Assists with transitions of newly hired staff from training to assigned team.

PRIMARY JOB RESPONSIBILITIES

+ Contact Center Staff Training- Ensure all Contact Center Representatives are educated on the processes, workflow, quality standards for customer/patient interaction and overall delivery of the Contact Center Strategy as it relates to the UW Medicine Mission and Brand.- Training employees in exceptional customer service, efficient contact handling, workflows, department operations and services. Focus on helping employees to provide positive experience with call resolution.- Determine training support and make necessary adjustments to implements and oversee for improvements.- Ensuring engagements are supportive, encouraging employees to improve in efficiency and quality of services provided.- Communicate feedback on observed process issues and potential mitigation to proper resource(s), including suggested reference (i.e. Service Manual) and work tools (Decision Tree, PST) updates or revisions.-Delivery of training methods including Instructor Led (Agent Guides/Instructor Guides), Online Rapid E-learning, Assessments, Simulations, Job Aides, Workflows, Conversation Models within a virtual environment.

+ Staff Transition Support- Assist new employees transition to independent call handling, serving as a resource and support to independently take phone calls- In partnership with the supervisor, provides structured transition summary outlining staff performance, highlighting both strengths and areas of opportunity for new team members **REQUIRED QUALIFICATIONS**

+ Bachelor's degree or equivalent work experience in a virtual environment.

+ Three + years training experience in delivering training programs through virtual and other training mediums, preferably within a Call Center environment.

+ Knowledge base in advanced training methodologies, adult learning theory, and evaluation processes.

+ Experience with Zoom, Microsoft Teams and other virtual platforms and being able to troubleshoot technical issues and support issues that need escalation to be resolved.

+ Experience in a Call/Contact Center environment or other environment with standardized jobs that are heavily managed by metrics and quality measures for employee performance.

+ Excellent presentation/facilitation, organizational and analytical skills.

+ Professional presence and demeanor and able to translate a positive attitude into the virtual classroom and within the work environment. Basic skills in engaging, motivating, and empowering staff remotely.

+ Excellent organizational skills with ability to perform duties with minimal direction.

+ Able to communicate to a diverse audience with different learning styles and languages. **OR**

+ Equivalent education/experience. **ABOUT UW MEDICINE - A HIGHER DEGREE OF HEALTHCARE**

UW Medicine is Washington’s only health system that includes a top-rated medical school and an internationally recognized research center. UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists and other health professionals.

All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored. Nearly 29,000 healthcare professionals, researchers, and educators work in the UW Medicine family of organizations that includes: Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Medicine Primary Care, UW Physicians, UW School of Medicine, and Airlift Northwest.

**Become part of our team. (https://www.uwmedicine.org/about/career-opportunities)** Join our mission to make life healthier for everyone in our community.

University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.