The Call Center Trainer designs, implements and evaluates non-clinical Call Center training programs. The Call Center Trainer is responsible for training new and existing staff members in the use of departmental systems, procedures, policies and proper call etiquette. The call center trainer will also be responsible for content creation including written training material and training videos The Call Center Trainer assists the Director with staff training issues which include assessment, planning, implementation, evaluation and revision of department training programs to address staff learning needs. This position establishes and maintains excellent customer relations with the general public, potential clients, caregivers and fellow employees' of the VCU Health System. Services will include, but not limited to, patient information, physician information, clinic and Medical Center information, paging, emergency communication and other related services. The Call Center Trainer demonstrates compliance with all local, state and federal laws and regulations. This includes JCAHO standards and VCUHS policies and procedures. Licensure, Certification, or Registration Requirements for Hire: N/A Licensure, Certification, or Registration Requirements for continued employment: N/A Experience REQUIRED: Minimum of two (2) years' teaching experience in a professional setting or four (4) years' general experience in telephone/customer service Previous work experience with Microsoft Office applications (Word, Excel, etc.) and mail/calendaring software Experience PREFERRED: Three (3) years' experience in a professional setting Five (5) years general experience in telephone/customer service Previous experience working with epic and scheduling systems Previous experience with medical terminology Call Center experience Education/training REQUIRED: High school diploma or equivalent Education/training PREFERRED: Bachelor's Degree in Adult Education, Communications, English, Healthcare Administration or related field from an accredited program Independent action(s) required: Assesses plans and develops and conducts training programs geared towards skill development in new and existing staff. Coordinates all aspects of new employee orientation. Supervisory responsibilities (if applicable): Provides ongoing supervision to preceptors and new employees during their first three months of training. Additional position requirements: Must be flexible with work schedules according to department staffing and training needs. May be required to work some holidays. Required to maintain neat, clean attire and working environment in accordance to department and hospital polices. The trainer is required to cross-cover the Call Center phone lines as required during extreme staffing shortages. Age Specific groups served: All Physical Requirements (includes use of assistance devices as appropriate): Physical - Lifting 20-50 lbs. Activities: Prolonged sitting, Repetitive motion Mental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking Emotional: Fast pace environment, Able to handle multiple priorities, Frequent and intense customer interactions, Able to adapt to frequent change This position is a day/evening shift EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4. Who We Are Inventing better care, day by day by discovery Sound outrageous? It absolutely is. Sound impossible? That’s never stopped us before. Sound like hard work, intense research, collaboration with experts around the world, sheer brainpower meets unrelenting willpower? That’s. Exactly. Right. We’ll do whatever it takes to offer the best in care and empower the best in quality of life. And it’s an approach that works — whether it’s a patient who undergoes a new, life-saving procedure or a clinical researcher who finds promise in a new cancer treatment, exciting new medicine is happening at VCU Health. We have it all: • One college and four health sciences schools • An academic medical center • A Level I trauma center • One of only two NCI-designated cancer centers in Virginia • The region’s only full-service children’s hospital • More than 800 physicians in 200 specialties • With a community health center, dedicated research teams, facilities and valued partners in every field Our medical teams are top notch. And we’re not too shy to boast of internationally known physicians, some recognized as the best in the country, top-ranked local specialists and all-around all-stars at every level. From our very first years to our most recent advancements, we are driven to learn more, dig deeper, teach passionately and never rest in order to be a true leader in discovering what’s possible in health and recovery. We are a comprehensive system of care and a pioneer of health. Read VCU Health Year In Review for more about our accomplishments.