Call Center Trainer

 

PRACTICE OVERVIEW
Radiology Partners is the largest and fastest growing on-site radiology practice in the US. We are an innovative practice focused on transforming how radiologists provide consistently exceptional services to hospitals, imaging centers, referring physicians and patients. With our state-of-the art clinical technology, specialized expertise, access to capital, and retention of top physician talent, Radiology Partners reliably exceeds the expectations of our clients, patients, and partners. We serve our clients with an operational focus, and, above all, a commitment to quality patient care. Our mission is To Transform Radiology.

POSITION SUMMARY
The Trainer and Quality Specialist will report to the Associate Director and is responsible for increasing the team’s productivity and quality. This position will be involved in reviewing performance gaps and areas of training opportunity to help develop and deliver needed content. The Trainer and Quality specialist will focus on educating the team on areas such as soft skills, documentation, client satisfaction and much more. This role will also ensure that practice’s quality, compliance and workflow guidelines are met through all interactions within the Patient Experience teams.

POSITION DUTIES AND RESPONSIBILITIES
Auditing:

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• Responsible for performing formal routine audits & tracking teammate performance
• Highlights immediate compliance issues
• Participate in meetings with management to inform and discuss individual and team performance
• Participate or host regular calibration sessions with call center management
• Become a subject matter expert in all practices
• Identify process improvements or best practices within the department

Training:

• Facilitate and host training sessions for onshore or offshore patient experience teams
• Tests and evaluates effectiveness of training methods, materials, and courses
• Identifies and contributes to the development of training curriculum and job aids to meet quality and performance objectives
• Serves as primary liaison with RCM Training to update SOPs or workflows in the LMS system

DESIRED PROFESSIONAL SKILLS AND EXPERIENCE

• 3-5 years of advance work experience in Quality Auditing, Call Center, or Customer Service, preferably in a healthcare/managed care environment.
• Excellent technical, interpersonal, written and verbal communication skills required
• Ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor and evaluate)
• Skilled at writing effective copy, instructional text, audio/video scripts
• Ability to document processes
• Ability to prioritize work efforts and have strong attention to detail
• Execute all assigned tasks within timelines
• Bachelor's Degree or equivalent combination of education and experience
• Bilingual (Spanish/English) preferred

Radiology Partners is an equal opportunity employer. We believe in creating and celebrating a culture of belonging and are committed to creating an inclusive environment for all teammates.

CCPA Notice: When you submit a job application or resume, you are providing the Practice with the following categories of personal information that the Practice will use for the purpose of evaluating your candidacy for employment: (1) Personal Identifiers; and (2) Education and Employment History.

Radiology Partners participates in E-verify.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Training: 2 years (Required)

Work Location: Remote

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