Where compassion meets innovation and technology and our employees are family.

GENERAL PURPOSE OF JOB

To support Call Center Operations by organizing, developing, and conducting specific training of new hires and ongoing training of all employees in the Call Center.

The Call Center trainer will help raise the quality standards and maintain key benchmarks.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be all-inclusive;

employees will perform other reasonably related business duties as assigned by the immediate supervisor and / or health plan administration, as required.

General Duties :

• Maintains utmost level of confidentiality at all times.
• Adheres to Health System and Health Plan policies and procedures.
• Demonstrates business practices and personal actions that are ethical and adhere to corporate compliance and integrity guidelines.
• Performs other duties, as requested.

Customer Service Trainer Responsibilities :

• Plan and implement all training classes as assigned to ensure adherence to Health and Human Services Commission (HHSC) contractual requirements and URAC standards.
• Travel to McAllen location as needed for any required Call Center training.
• Prepare and update training outlines, timelines and product knowledge tests for all applicable lines of business.
• Evaluates trainee performance.
• Maintains positive, consistent communication with Call Center staff.
• Maintains accurate training records.
• Develop training and motivational techniques to progress to higher levels of performance.
• Work with Call Center leadership to improve productivity and production.
• Other duties as assigned.

EDUCATION AND / OR EXPERIENCE

• 2-5 years of training experience, preferably in a call center environment.
• Reporting experience.
• High school degree or equivalent work experience required.
• Proficient in Microsoft Office Suite.
• Ability to multitask.
• Ability to effectively interact with employees at all levels of the organization.
• Outstanding problem solving and organizational skills.
• Ability to help assess organizational training needs.
• A wide degree of creativity and latitude.
• Excellent listening skills.
• Ability to communicate effectively both orally and in writing.

Last updated : 2024-05-20