Employment Type:

Full time

Shift:

Day Shift

Description:

Healthcare is an industry that relies on seamless access. The St. Joseph Mercy Health System Regional Call Center provides a first encounter experience for our consumers and patients. Our Regional Call Center Staff Development Coordinator will have primary responsibility for training and coaching the call center team to ensure best practices and standards of performance. In collaboration with the Regional Call Center Operations Manager, this position will provide leadership and expertise for the design, implementation and evaluation of Call Center education. Facilitate and support Call Center staff competency through teaching, consultation, collaboration and practice using current knowledge, research and technology. This position will be responsible for developing, implementing and conducting continuous training for all Call Center staff. The Staff Development Coordinator will also assist in developing and implementing departmental policies and procedures to ensure compliance with regulatory agencies and internal standards, including established service level agreements. This position will demonstrate highest department competencies. In collaboration with the RCC Operations Manager, this position will contribute to developing and maintaining an environment of staff inclusion, engagement, performance and growth.

Ability and knowledge to perform all duties and functions of a Call Center Operator, Customer Care Representative I and a Call Center Representative II. Stays current with the advances in Healthcare Call Center operations, processes and procedures through periodicals, Networking, Internet, workshops, etc. Communicating information and knowledge obtained to RCC Operations Manager. 

Act as a liaison to departments/units to ensure expedient response to consumer concerns.

Train, educate and develop RCC team to ensure they meet or exceed consumer expectation and the highest level of customer services. 

Design and implement training programs within the Regional Call Center that appropriately meet the abilities of each position. 

Develop, analyze, evaluate and maintain training materials and manuals. Arrange and coordinate staffing and scheduling of all training programs for the Regional Call Center.

Maintain an ongoing assessment of the training needs within the department. Report to Manager and Director all education activity and outcomes. Conduct classroom training for department colleagues at all levels. Conduct computer-based training for team leaders and staff. Manage a computer based departmental Quality Assurance program. Assist in monitoring and reviewing of all customer care representative and call center operator performance by completing regular quality reviews of calls and daily task. Act as a resource person for the Regional Call Center team in order to promote collaboration and coordination for consumer satisfaction.

Provides feedback for 6-month and bi-annual performance reviews as requested by Manager. Assist Manager with assessing and communicating results of Internal Customer Satisfaction Survey and all other consumer feedback. Collaborate with Regional Call Center Manager to develop a plan to reach and sustain SLA’s.

Assume responsibility of Department Safety Ambassador. Develop and maintain an atmosphere of trust, open communication, and team support among staff and with management.

REQUIRED EDUCATION, EXPERIENCE AND CERTIFICATION/LICENSURE

Associates degree or higher education in business or related field preferred

3+ years’ previous experience in a customer service call center – healthcare knowledge preferred.

REQUIRED SKILLS AND ABILITIES

Excellent verbal/written communication and interpersonal skills.

Professional demeanor-positive communication, team skills/cross function collaborator.

Demonstrates proficiency to focus on details, handle multiple tasks, and remain highly organized in a fast past environment.

Possess a proven track record for coaching and developing employees. Excellent typing skills and computer literacy including a solid understanding of customer service applications, telephony, communication platforms, Microsoft Word, Outlook, and Excel applications.

History in delivering an exceptional customer experience that promotes and differentiates based on service.

Must be flexible to work days/night, weekends and select holidays as needed.

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

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