Call Center Trainer-Healthcare

Call Center Trainer-Healthcare

Apree Health is looking for a driven, flexible, results-oriented Contact Center professional to join our Process Excellence Team. The successful candidate will be a thoughtful and thorough team member who can train, develop, and serve as an indirect leader to our support guides. This candidate will know what it takes to perform at a high level in a fast-paced environment and have a passion for customer service.

 Call Center Trainer-Healthcare is responsible for:

• Successfully implementing programs and processes that are foundational to the success of the Customer Support team. In this capacity, the Customer Support Training Analyst will work collaboratively within the Support team, across teams (e.g., Tier 1, Care Guides, Clinical Care Guides, etc.) in different locations (e.g., Sandy, remote, etc.)

• Develop a Training program that is focused on Support staff delivering the most effective and efficient service in a superior customer service package

• Document and organize effective training materials, and update materials as needed based on feedback and product/program changes

• Provide training to both new hires as well as up-training to tenured Support staff

• Assess and track the effectiveness of training and adjust as needed

• Foster an environment of continuous learning and development

• Presentation and platform skills, including ability to communicate in small and large settings.

• Technical skills/high learning agility for processes and systems.

• Administrative management skills – planning, organization, operational decision-making and analysis.

• Demonstrated experience in working with others to achieve organizational objectives including the ability to anticipate and adapt, own and or/work group tactics to support changing business needs

• Proven ability to manage multiple projects.

• Possess a strong understanding of commercial payers, Medicare Part A/B/C/D plans and state Medicaid

• Be receptive to continuous feedback on presentation, delivery, and content

• Be willing to continuously represent the company’s brand

Qualifications:

• BS/BA preferred

• Previous Training Experience preferred

• Previous experience with commercial payers, Medicare Part A/B/C/D plans and state Medicaid

• Customer service experience, ideally within a contact center

• Strong proactive work ethic and unwavering commitment to high-quality work

• Excellent phone manners and interpersonal skills

• Strong and proficient communication skills – both oral and written

• Ability to effectively collaborate with others and recognize scenarios where collaboration is critical

• Ability to set an agenda and successfully lead meetings

• Project management and organizational skills

• Ability to multi-task with strong attention to detail and accuracy a must

• Ability to manage timelines and balance multiple deadlines

• Previous experience working in a software environment a plus

• Experience in health care is preferred but not required.

• Comfortable working in a rapidly changing environment

• Must be flexible to work longer hours when onboarding training is ongoing

If you reside in a state that is eligible to receive additional information about the compensation and benefits for this role, please send an email to [email protected]