About the Role
Title: Training Manager- Access Center
Location: Remote NJ United States
Job Description:
About Our Company
We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.
Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients’ homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.
When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.
Job Description
The position of Training Manager has recently become available supporting multiple Patient Access Contact Centers. This position will be located in Uniondale NY or New Providence NJ or Remote and will be responsible developing and maintaining the appropriate training infrastructure, curriculum, and processes to support and position the Access Contact Center teams for continued growth and quality output for our patients. This position will have upwards of 6 direct training resources across multiple physical locations. The ideal candidate will partner with the Access Contact Center Leadership and other stakeholders in the design and development of training programs to meet customer and corporate objectives and drive Contact Center staff accuracy and quality scores associated with the Patient Engagement service lines.
Select RESPONSIBILITIES:
- This position will be part of the core leadership team responsible to oversee and plan for sustained growth in multiple sites ensuring patients are provided the highest degree of call quality and outcomes available.
- Work with Contact Center management and other leadership to create the high-level roadmaps and team strategy that ensure scalability acoss all sites and multifaceted training programs
- Creates, develops and maintains appropriate training infrastructure, tools, and processes necessary to support and position the Centers for continued quality output and services
- Direct the preparation of lesson plans including the method, media and documentation to be presented for the various training courses
- Direct the creation of training course schedules and training timetables to support the busines
- Develops and maintains strong working relationships with internal and external support teams
- Engage and represent the training program for new program implemenations into the business
- Partner with contact center leadership to proactively initiate process improvements for the ongoing enhancement of service performance and call quality
- Along with presence, it is important that this person have the interpersonal and approachability skills, vision and energy to assume larger responsibilities with a quickly expanding unit
- Monitors and identifies opportunities for continuous improvement related to the training programs and the effectiveness of such
- Possesses the versatility required to be a leader, manager, teacher coach, and mentor while placing high value on people and process to drive employee engagement and success
- Ensures consistent standards and business metrics are in line with business unit, as well as adherence to all aspects of compliance regulations and policies
- As needed, facilitate new hire training, refresher training and targeted training
JOB Qualifications:
- Bachelor’s Degree or equivalent
- BA in Health Care Administration, Education, Human Resources or equivalent experience
- Additional specialty-specific certifications preferred, specifically adult learning concepts
Additional Preferred Qualifications:
- 8+ years training experience
- 3-5 years management experience leading large teams
- 2 years of Patient Access experience
- Excellent communication and interpersonal skills required
- Must be task oriented and have ability to prioritize multiple projects with competing priorities
- Ability to analyze documentation and perform data analysis
- Ability to work independently in fast pace environment
- Solution oriented when managing workflow, client or internal obstacles.
- Strong decision making, judgment and analytical skills
- Ability to direct and collaborate with internal and external stakeholders
- Ability to influence internal customers and key stakeholders
- Effectively establish and build partnerships with external customers
- Demonstrate ability to effectively lead team of direct resources