The Call Center Coordinator Trainer reports to Call Center Management. In addition to the Call Center Coordinator responsibilities to schedule appointments, pre-registration, and office communication, they are responsible for training new hires in the Call Center Coordinator role.

The trainer is a coach, mentor throughout the new hire training process. With the guidance of the IDS Call Center Management, they will work closely to ensure the trainee has the knowledge and capacity to proceed independently.

In addition, the trainer will participate in the education planning and execution of new applications and workflow changes for the department.

PIH Health is a nonprofit, regional healthcare network that serves approximately 3 million residents in the Los Angeles County, Orange County and San Gabriel Valley region.

The fully integrated network is comprised of PIH Health Downey Hospital, PIH Health Good Samaritan Hospital, PIH Health Whittier Hospital, 37 outpatient medical office buildings, a multispecialty medical (physician) group, home healthcare services and hospice care, as well as heart, cancer, digestive health, orthopedics, women’s health, urgent care and emergency services.

The organization is nationally recognized for excellence in patient care and patient experience, and the College of Healthcare Information Management Executives (CHIME) has identified PIH Health as one of the nation’s top hospital systems for best practices, cutting-edge advancements, quality of care and healthcare technology.

For more information, visit or follow us on , , or .

Required Skills

• Excellent English communication skills. Demonstrated ability to communicate effectively and tactfully with, patients / guarantors, insurance companies, physicians, and peers.
• Critical thinking and problem-solving skills to identify and resolve concerns in a timely manner.
• Flexibility to adjust training to the trainees’ needs.
• Demonstrates a positive attitude and able to keep the trainee motivated.
• Knowledge of customer service principles and practices
• Provide on the spot feedback, positive as well as identify areas of improvement.
• Identifies and communicates to management areas of improvement in the training program.
• Must be able to handle multiple tasks with interruption
• Pleasant voice : ability to diffuse escalating situations and engage management when appropriate
• Participates in the Super User meetings and relays educational training to staff.
• Supports end-users in go-live events.
• Maintains confidentiality at all times.

Required Experience

Required :

• Minimum one year experience as a Call Center Coordinator with minimal errors.
• Knowledge of insurances, eligibility requirements
• Excellent understating of PIH Health systems.
• Proficiency in established policies and workflows and follows accordingly.
Preferred :
• Bilingual
• Bilingual

Salary

21.00-32.18

Shift

Days

FLSA Status

Non-Exempt

Zip Code

90602