Job Description

  • Job LocationUS-AZ-PHOENIX
    Requisition ID
    2019-15669
    Shift
    01 - Days
    Department
    Customer Navigation Ctr
    Facility
    Support Services
    Position Type
    Regular Full-Time
    Physical Work Location and New Employee Orientation Location : Address
    2500 W UTOPIA
    Work Hours
    8am- 4pm
  • Overview

    HonorHealth is a non-profit, local healthcare organization known for community service and outstanding medical quality. HonorHealth encompasses five acute care hospitals with approximately 11,500 employees and 4,500 volunteers, over 70 primary and specialty care practices, clinical research, medical education, an inpatient rehabilitation hospital, an Accountable Care Organization, two foundations, and extensive community services.

    HonorHealth is a leader in medical innovation, talent and technology with a genuine commitment to your growth. The health system's vibrant careers take place in an environment filled with opportunity and respect because we see the HONOR in you.

    Qualifications

    Education
    Bachelor's Degree in Education, Instructional Design or related field Required

    Experience
    2 years of training experience in a call/contact Healthcare environment or related field Required

    Responsibilities

    Job Summary
    The Trainer, Workforce Development maximizes call center coordinators effectiveness by ensuring coordinators have thorough knowledge of products, services and can effectively use closing skills, troubleshoot, resolve problems, provide core services and provide positive customer experience to existing and potential customer base. The person in this role will have a thorough understanding of competition within industry. Will have deep understanding of Epic, My Chart, CRM marketing tools and Telephony System, technical support and new product development and launches.
    • Create, plan, conduct, coordinate and implement a comprehensive training program and materials for staff. Contributor to staff member centralized knowledge base. Training components will be geared toward new hires, existing staff and individuals who seek one-on-one assistance.
    • Prepare new coordinators by conducting orientation to sales and service processes; developing individual coaching plans; providing resources and assistance; scheduling orientation and ongoing training. Provider feedback to operations managers for performance evaluations.
    • Determine training needs by observing sales and service encounters; quality control on omni-channel encounters, studying sales, technical, service and customer experience results reports; conferring with management. Develop individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources.
    • Improve training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.
    • Supports training financial objectives by recommending budget items; controlling costs; Recommends to insource or outsource educational opportunities to meet operational and financial objectives
    • Performs other duties as assigned.



    It is the policy of HonorHealth to provide equal opportunity in employment. Selection and employment of applicants will be made on the basis of their qualifications without regard to race, color, religion, creed, national origin, age, disability, sexual orientation, marital status, veteran status or any other legally protected status.

    Please review the Equal Employment Opportunity poster.

    Please review the Equal Employment Opportunity Poster.HonorHealth wants all interested and qualified candidates to apply for employment opportunities. If you are an applicant with a disability who is unable to use our online tools to search and apply for jobs, please contact us at EmploymentOffice@HonorHealth.com . Please indicate the specifics of the assistance needed. This option is reserved only for individuals with disabilities that are unable to use the online tools and is not intended for other purposes.

    Application Instructions

    Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

    Apply Online