POSITION SUMMARY : The primary role of the Training and Performance Specialist is to conduct training for all Service Desk employees, both new hires as well as ongoing training.

In addition to training The Training and Performance Specialist is responsible for mapping and analyzing current workflows, identifying areas for improvement, creating, and recommending solutions, as well as implementing programs and processes to improve the overall efficiency of the Service Desk environment.

This role works with other roles within the Service Desk on ticket routing, issue identification and resolution, and closing the loop between known ticket routing or content issues and the delivery team.

ESSENTIAL FUNCTIONS : To perform this job, an individual must perform each essential function satisfactorily with or without reasonable accommodation.

Training Responsibilities :

• Train new staff on internal tools and campaign specific content
• Design and deliver training programs with internal end-users
• Identify skill or knowledge gaps among all end-users
• Develops training content in response to identified training needs
• Collaborates with Subject Matter Experts (SME) to capture accurate information needed to develop curriculum for end-users

Manage areas for improvement (operational, client and / or agent) by identifying and documenting the following monthly :

• Summary findings to provide to operations teams
• New or updated KBAs
• Bullet points for call script improvements
• Client planned events (outages, upgrades, etc.) by monitoring notifications via Teams

Manage client expectations and ensure satisfaction by :

• Identifying client-specific problem areas and developing recommendations and summary feedback for management team
• Reviewing client submitted concerns and providing feedback and recommendations via Continuous Improvement tracker and quality management system
• Follow up and make scheduled call backs to customers where necessary
• Providing recommendations for updates or changes to both internal and client knowledge
• Ensuring customers receive prompt, accurate and courteous service

Utilizing the quality management system, conduct audits on tickets, including but not limited to :

• Agent-specific tickets based on need
• Client and category specific tickets based on operational focus
• Client tickets following cutover for week one of go live

Analyzes need for and assists with lengthy escalations, including :

• Documentation and tracking of escalated tickets missing information
• Reviews and analyzes calls to provides root cause summary
• Monitors and updates tickets in client systems for proper linking of related incidents
• Intervening and / or conducting live monitoring of call exceeding 15 minutes

Work with CSM team to manage client communications :

Process inbound communications and updates from clients by ensuring notifications are posted appropriately and any concerns are documented with recommendations and reported to supervisors.

Works with management / supervisor team by :

• Monitoring supervisor dashboard for quality triggers, alerts, and notifications.
• Participates in meetings with Ops, Training, Escalations, & CSMs as scheduled.
• Reports concern / issues to immediate supervisor, providing recommendations for actions or changes.
• Providing summary of continuous improvement opportunities with recommended coaching points to supervisors and / or participate in supervisor meetings when available.
• Monitoring the need for, implements, communicates with stakeholders, and monitors progress on Improvement Plans using the IP Planner in Teams.
• Providing summarized feedback on knowledge; tracks in HCTec systems (knowledge tracker).
• Routes (Five9 or Teams Chat), as needed.
• May be required to supervise the work of others, including planning, assigning, scheduling, reviewing work, and ensuring quality standards.
• Regular and reliable attendance.

KNOWLEDGE, SKILLS & ABILITIES : The requirements listed below are representative of the knowledge, skills and / or abilities required.

Education :

• High School Diploma, GED, or equivalent; completion of two-year community college / vocational / technical school in a relevant field preferred.
• Minimum two years’ training experience, preferably in a call center environment.

Certifications & Licenses : Current valid State Drivers’ License

Skills and Abilities :

• Proven ability to effectively present information and respond to questions from leadership, clients, and customers.
• Strong analytical and problem-solving skills.
• Knowledge of hospital environments and deep understanding of EMR workflows
• Proficient with technical and EMR troubleshooting
• Experience supporting software computer applications and equipment from a helpdesk environment
• Extreme client focus coupled with an understanding of HCTec’s Statement of Work (SOW) for each client
• Strong collaboration and issue resolution skills
• Professional communication to all levels of an organization, both written and spoken
• Needs to be flexible, adaptable and possess creative problem-solving skills
• Ability to work cross-functionally across several departments
• Ability to multi-task in a fast-paced environment
• Demonstrated knowledge and experience in creating creative solutions
• Must be a team player and build good working relationships across all functions

Last updated : 2024-07-02