Contact Center Trainer

Job Summary

Uses skills as a seasoned, experienced training and development professional to resolve a wide range of training issues and needs assessments. Develops new training programs, and works on complex training courses of diverse scope. Demonstrates good judgment in selecting methods and techniques for delivering training, development and quality assurance programs.

The Trainer is responsible for delivering end-user training to new and current UCSF Health Contact Center staff (and practice staff upon department request). The focus will be to develop competence in the following areas: existing or new department workflows, the use of clinical and business information systems and other computer software applications for the UCSF Health Contact Center. S/he will also assist in the creation and validation of training tools which support the education of Contact Center staff, and in measuring staff competency as well as effectiveness of the training and QA program. S/he will create and maintain a customer service program focused on the consistent delivery of high touch interactions with patients, families and referring offices to improve the referring provider and patient experience. S/he will also create and implement a skills and professional development program to support staff growth in the Contact Center.

This position will report to the Training & Quality Assurance Supervisor within the UCSF Health Contact Center - Shared Services Team. Works with Administrative and Clinical leadership across Ambulatory Services to create and disseminate tool kits for implementation in the practices as common solutions emerge. Responsible for completing monthly quality checks for referral center staff and conducting retraining on standard work as needed. Ability to travel to all UCSF Health locations is required.

The UCSF Contact Center is an integrated team that supports both patient and provider requests for access to care at UCSF Health. Administrative functions include 1) appointment scheduling, 2) referral intake, review and processing,3) coordinating any other administrative or clinical patient call-based requests to support effective care delivery. The Contact Center team supports the organization's goal to be the #1 Health System in Northern California in health care value, patient experience, and employee engagement by ensuring our ambulatory clinics provide timely access to care for our patients. We strive to provide care when, where and how our patients need it. The team works closely with practices to support improvement efforts and with various departments across the organization (e.g. marketing, IT) to set strategic goals and develop innovative patient care access solutions.

Department Overview

The UCSF Health Contact Center - Shared Services Team supports Patient Care Access by providing training and quality assurance to agents, sourcing and delivering workforce management solutions, managing telecommunications / IT, and coordinating data analytics for process improvement. The team provides a high level of customer service to the UCSF Health Contact Center. Responsibilities include adherence to Contact Center best practices, execution of service level agreements, and support of onboarding and continuous improvement objectives.

Core Responsibilities

• Leads the development of educational tools relating to existing and new computer applications, system updates, and other organizational goals and changes
• Develops or modifies curriculum, content and/or materials for training programs to meet the needs of end-users
• Deliver appropriate level of instruction and competence/evaluations required for each user
• Collaborate with other Subject Matter Experts to ensure delivery of effective, accurate training
• Develop in-depth knowledge of workflows and processes, and important system functionality supporting the workflows
• Apply knowledge of adult learning theory and flexibility in training techniques which reach audiences of varied backgrounds and learning styles
• Maintains specialty training programs focused on staff development which result in higher patient, referring provider and staff satisfaction
• May participate in the review and triage of scheduling error tickets submitted by customers; will provide resolution of training related issues or errors

Required Qualifications:

• Bachelor's degree in related area and / or equivalent experience / training.
• 3-5 years of progressive relevant experience.
• Thorough knowledge of functional area and understands how work may impact other areas.
• Thorough analytical skills to conduct analysis and develop recommendations, demonstrating organization and problem-solving skills.
• Strong analytical, verbal, written and interpersonal communication skills and strong presentation skills.
• Thorough knowledge of organizational policies and procedures.
• Thorough knowledge of delivering training programs and thorough knowledge of other areas of human resources.
• Thorough knowledge and skills with relevant business software systems; i.e., Word, Excel, Access, PowerPoint.
• Strong skills in planning, resourcing and monitoring effective delivery of training.
• Thorough knowledge of applying adult learning theories and education methodologies.
• Thorough knowledge of training and development, performance management and workplace learning. Ability to apply knowledge to achieve successful organizational outcomes.

Preferred Qualifications

• Experience in training design/delivery with Contact Call Center operations highly preferred
• Training Certification
• Master's degree in education or related field
• Thorough knowledge of current training programs and trends.
• Strong skills to conduct needs assessment and development of new training courses to meet organizational needs.

Required Qualifications:

• Bachelor's degree in related area and / or equivalent experience / training.
• 3-5 years of progressive relevant experience.
• Thorough knowledge of functional area and understands how work may impact other areas.
• Thorough analytical skills to conduct analysis and develop recommendations, demonstrating organization and problem-solving skills.
• Strong analytical, verbal, written and interpersonal communication skills and strong presentation skills.
• Thorough knowledge of organizational policies and procedures.
• Thorough knowledge of delivering training programs and thorough knowledge of other areas of human resources.
• Thorough knowledge and skills with relevant business software systems; i.e., Word, Excel, Access, PowerPoint.
• Strong skills in planning, resourcing and monitoring effective delivery of training.
• Thorough knowledge of applying adult learning theories and education methodologies.
• Thorough knowledge of training and development, performance management and workplace learning. Ability to apply knowledge to achieve successful organizational outcomes.

Preferred Qualifications

• Experience in training design/delivery with Contact Call Center operations highly preferred
• Training Certification
• Master's degree in education or related field
• Thorough knowledge of current training programs and trends.
• Strong skills to conduct needs assessment and development of new training courses to meet organizational needs.