• Contact Center Trainer - Hybrid

    Baylor Scott & White Health (Dallas, TX)


    About Us

     

    Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

    Our Core Values are:

    + We serve faithfully by doing what's right with a joyful heart.

    + We never settle by constantly striving for better.

    + We are in it together by supporting one another and those we serve.

    + We make an impact by taking initiative and delivering exceptional experience.

     

    Benefits

     

    Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

     

    + Eligibility on day 1 for all benefits

    + Dollar-for-dollar 401(k) match, up to 5%

    + Debt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and more

    + Immediate access to time off benefits

     

    At Baylor Scott & White Health, your well-being is our top priority.

     

    Note: Benefits may vary based on position type and/or level

    Job Summary

    The Contact Center Trainer designs, develops, implements, and facilitates training for Contact Center, Customer Service, or Call Center employees.

    Essential Functions of the Role

    + Develops, revises, and maintains end-user training curriculum for the Contact Center, Customer Service, or Call Center systems. This includes computerized patient registration, appointment scheduling, and all associated applications. Coordinates class administration by scheduling classes, reserving rooms, sending communication, setting up the classroom, and managing skills checks.

    + Conducts new hire training, onboarding, train-the-trainer, and employment assessments. Training covers business practices and computerized systems of the enterprise, clinics, and the Contact Center, Customer Service Center, or Call Center.

    + Designs, implements, revises, and maintains training material, clinic workflows, reference materials, and skill checks. These are regularly reviewed for accuracy with leadership, departments, and clinics.

    + Compiles and examines data from the Knowledge Base. Distributes access and usage reports to key stakeholders. Collects assessments and feedback data. Examines with teams to resolve training and development effectiveness. Uses feedback and evaluation data to recommend process improvements.

    + Delivers employee performance feedback and coaching to both staff and leadership. Works closely with all staff levels to gather feedback and identify knowledge gaps. Makes recommendations for changes. May need to create and implement approved recommendations. Strategizes with leadership to address and remediate performance gaps.

    + Works with leadership to coordinate and implement changes in operations. Communicates and documents changes to Customer Service leadership and front-line staff.

    + Develops and updates proficiency skills checks for all new hires and cross-training processes, to include initial and yearly assessments.

    + Serves as a resource for the Contact Center, Customer Service, or Call Center. Acts as a liaison to clinic and hospital training. Assists with policy and process standards, changes, and best practices.

    + Performs other position appropriate duties as required in a competent, professional and courteous manner.

    Key Success Factors

    + Excellent communication (oral and written) and social skills.

    + Experience in a call center, customer service and/or healthcare setting as a supervisor or trainer.

    + Competent in teaching and learning processes and adult education.

    + Knowledge of customer service methods and practices.

    + Excellent knowledge of workflows, telephony and technology.

    + Ability to coach and counsel clerical staff in a professional manner.

    + Proficient in MS Office applications (e.g. Word, Excel, PowerPoint, SharePoint, OneNote) and knowledge base applications.

    + Ability to exercise initiative, judgement and conclusion-making in meeting targets.

    + Relaxed working in a fast paced, constantly changing and stressful environment.

    + Approachable and eager.

     

    Belonging Statement

     

    We believe that all people should feel welcomed, valued and supported, and that our workforce should be reflective of the communities we serve.

    QUALIFICATIONS

    + EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification

    + EXPERIENCE - 2 Years of Experience

     

    As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.