Contact Center Trainer, OHMG Access Center - Downtown Orlando bei Orlando Health

Positions Title: Contact Center Trainer 

Shift: Full Time 

Location: Downtown Orlando 

Orlando Health Medical Group is a comprehensive physician group serving patients from across the southeastern United States. With more than 200 practices and 1,200 physicians, Orlando Health Medical Group has a strong representation in over 55 specialties, including cardiology, vascular medicine, orthopedics, oncology, digestive health, neurology, neurosurgery, bariatric surgery, general surgery, bone marrow transplant and critical care medicine, as well as more than 30 pediatric subspecialties, women’s health, primary care and the largest hospitalist program in Florida.

Orlando Health Medical Group is part of the Orlando Health system of care, which includes 24 award-winning hospitals and ERs, 9 specialty institutes, 14 urgent care centers, 100+ primary care practices and more than 60 outpatient facilities that span Florida’s east to west coasts and beyond. Collectively, we honor our 100-year legacy by providing care for more than 142,000 inpatient and 3.9 million outpatient visits each year.

Orlando Health is committed to providing you with benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life. We begin your benefits on day one and offer flexibility wherever possible, so that you can be present for your passions. “Orlando Health Is Your Best Place to Work” is not just something we say, it’s our promise to you.

Position Summary:

Responsible for the facilitation of training for OHMG Patient Access Center’s schedulers and referral agents. This includes new hire onboarding, core skills, customer experience, call flow, technologies, and standardized workflows for multiple service lines. Evaluates the needs and current practices and creates and delivers a training development plan complete with materials, tutorials, instructions, and learning resources such as online modules and guides.

Essential Functions:

 Facilitates New Team Member Training program, onboarding, continuous education, and additional training initiatives, as assigned.
 Confident public speaker and a devoted educator who is up-to-date on the latest tools and resources needed to improve employee
training and performance.
 Continuously monitors Patient Access Center call flow, core skills, and workflows to ensure accurate patient registration, appointment scheduling, and call handling in alignment with established quality assurance expectations.
 Demonstrates proficiency with core applications and workflows, providing subject matter expertise.
 Proactively seeks to gain knowledge in all areas of patient access to include workflows and standard operating procedures in all service lines supported by the Access Center.
 Actively participates in access center departmental meetings to promote open, consistent communications for continuous performance improvement, collaborating with department leaders to identify and assess organizational, departmental, and individual training needs.
 Analyzes workflows and processes, identifies knowledge needs, and collaborates with direct leadership and stakeholders to establish a vision for creating, updating, and managing instructional content.
 Develops instructional materials, computer tutorials, reference materials, and visual aids for meeting specific access center training program objectives.
 Consistently reviews training materials and instructional content to ensure that materials are current and in alignment with organizational and departmental goals and initiatives.
 Reviews, resolves, and documents any training, trainee performance and behavior or workflow issues encountered in a timely and efficient manner and communicates issues with direct leadership and corresponding stakeholders.
 Assists and supports the implementation of process improvements, both intradepartmental and interdepartmental. Promotes efficiency, identifying opportunities to streamline processes and workflows, when applicable.
 Responds positively to change and acts as an ambassador in support of organizational and departmental goals and initiatives.
 Maintain records of training activities and team member progress.
 Supports Contact Center leadership by providing trainee feedback during assigned training.
 Exhibits compassion, empathy, patience, and understanding in alignment with the Orlando Health Way.
 Demonstrates effective and efficient use of department and organizational resources.
 Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state, and local standards.
 Maintains compliance with all Orlando Health policies and procedures.

 Bachelor’s degree in Education or Learning and Development (Preferred)
 Associate degree and two (2) years of directly related work experience may substitute for the Bachelor’s degree (in addition to the requirements listed in the Experience section).
 Two (2) years previous experience as a trainer, corporate training specialist, or related position.
 One (1) year Electronic Medical Record Experience required, (preferably EPIC).

Education/Training/Experience
 Bachelor’s degree in Education or Learning and Development (Preferred)
 Associate degree and two (2) years of directly related work experience may substitute for the Bachelor’s degree (in addition to
the requirements listed in the Experience section).
 Two (2) years previous experience as a trainer, corporate training specialist, or related position.
 One (1) year Electronic Medical Record Experience required, (preferably EPIC).

Experience

 Two (2) years training experience required.
 One (1) year healthcare experience required.
 One (1) year Electronic Medical Record (EMR) require. (Preferably EPIC)
 Demonstrated proficiency in utilizing Microsoft Office applications.
 Effective interpersonal communication and writing skills. Must have a high degree of comfort and ability in communicating and
presenting to diverse audiences of various sizes.