Call Center Trainer- evenings- remote/hybrid

Candidate must live within 1 hour or 60 miles of Roanoke, VA.

Position is remote eligible after 2-3 months onsite.

The Call Center Trainer supports the call center to ensure that agents are providing the highest quality service to patients, providers, and our community. This position helps maximize call center agents’ effectiveness by ensuring the agents have a thorough knowledge of Carilion processes and services, can effectively troubleshoot and resolve problems and provide a positive experience for our callers. The Call Center Trainer provides actionable feedback and supportive coaching. They work with the team leads and members of the quality team to follow-up on positive and negative feedback and identify opportunities for improvement based on root cause analysis.

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  Evaluates, plans, designs and establishes subject matter for training programs to a broad spectrum of recipients in the call center, including but not limited to: Registration, Scheduling, Referrals and Customer Service in a manner which supports front line team member needs for clear and effective education.
• Develop and maintain education guidelines in coordination with Call Center leadership and the education department. Support facilitating standardized documentation for policy and procedures manuals, procedures, and training tools.
• Utilizes trend data to suggest opportunities and help the leadership team identify regular focal points for education and monitoring to enhance the patient experience.
• Administer education curriculum to a diverse and varying audience using appropriate strategies in delivery techniques to meet the needs of the team in achieving a higher understanding of registration and scheduling principles. Development and delivery of special education for learning compromised team members.
• Partners with team leads and call center leadership to provide actionable feedback and supportive coaching to help agents achieve maximal performance and ensure quality standards are met.
• Assists in creating, implementing and improving call center quality processes and procedures; as well as making recommendations for enhancements to training materials and curriculum as identified during the quality assurance process.
• Coordinates and facilitates educational huddles and training for the call center
• Engages in all call center tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities.
• Stays current with relevant guidelines, workflows, and policies within the call center.
• Prepares new representatives by conducting orientation to department policies; developing individual coaching plans; providing resources and assistance; and ongoing training.
• Updates job knowledge by participating in educational opportunities; including but not limited to Epic training, Web training and Referral Coordinator meetings.