Call Center Training Facilitator - New York, United States - NYC Health + Hospitals

NYC Health + Hospitals

Verified Company

New York, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

About NYC Health + Hospitals:

MetroPlus
Health provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc.

As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlus
Health's network includes over 27,000 primary care providers, specialists and participating clinics.

For more than 30 years, MetroPlus
Health has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.

Position Overview

The Call Center Training Facilitator will be responsible for the onboarding of new hires, training of existing staff, residual, and advanced skill training.

They will be responsible for delivering all departmental system procedures, policies, etc. training in support of the Call Center efforts in achieving key performance goals.

Identify and assess training needs within the Call Center and participates in the activities involved in the design, preparation, delivery and need assessment of the training and development programs
Provides input to the training strategy and the development of specific training development plans
Design solutions incorporating a variety of learning methodologies
Provide training to new and existing employees.
Participate in organizational team initiatives providing input on learning needs, and developing schedules for training delivery
Utilize a variety of adult learning techniques to deliver training in the most effective and impactful manner
Provides input to management about employee performance during the training periods.
Utilize QA monitoring and coaching feedback to make recommendations on training progress, effectiveness, and improvements.
Validate training content by creating a testing and evaluation process to measure the accuracy of the content being delivered, making updates to training content as needed.
Create training modules (when needed) based on the training requirements/needs of the Call Center
Develop and administer knowledge assessments
Understand and monitor applicable regulations, policies and procedures and implement programs to maintain to government, citywide, and corporate compliance.

Minimum Qualifications:

Bachelor's degree in education, psychology, human resources or related field and additional education/training in learning theory and methodology required
Minimum 3 years of training experienced required.
Call center training experience with specific knowledge of call center systems and performance statistics preferred, but not required.
Excellent communication skills, both verbal and written, computer, technology, and presentation skills required, with an overall knowledge of sound business training and development practices.
Training in process improvement or Six Sigma methodology preferred.
Possess a sound understanding of positive coaching techniques.
Experience in salesforce training (preferred)
Knowledge of adult learning principles
Knowledge of existing and emerging methods and tools

Professional Competencies