Call Center Trainer

The incumbent in this position will coordinate closely with the department management team. Responsible for the development and implementation of training and education programs and materials for all facets of the computer applications, and or billing, collections and follow-up utilized by the by designated department this position is placed. Training and education programs will include new and existing staff. The incumbent is additionally responsible for development and implementation of quality assurance monitoring/tracking/reporting to ensure employee knowledge, competency and accuracy.

Essential Job Functions

• Supports and models behaviors consistent with Billings Clinic’s mission, vision, values, code of business conduct and service expectations. Meets all mandatory organizational and departmental requirements. Maintains competency in all organizational, departmental and outside agency standards as it relates to the environment, employee, patient safety or job performance.
• At a minimum will login and Aux In to take inbound calls on Mondays. May be asked to do more than this based on department needs and volumes under the direction of department leadership.
• Assist in other tasks such as but are not limited to, appointment reminder call reports, scheduling queues, wait lists, and any other tasks or projects needed.
• Responsible for creating, implementing and reporting the outcome of new hire competencies, and quarterly competencies. This may also include ad hoc competencies as directed by department leadership.
• Proactively identifies opportunities for re-training and educating existing staff bases on what is being disclosed or observed from staff, reports, or department leadership.
• Assists in the research and drafting of ongoing training and education that may be useful to the staff within scheduling.
• Detailed knowledge and skill in High Reliability Organizing skills and practices and is able to not only demonstrate said skills and practices but also teach and reinforce those same skills and practices with others.
• Assists in reviewing and trouble shooting issues for Billings Clinic employee and their settings they may or may not have or need within any electronic applications related to schedule, in order to successfully complete their job duties.
• May be asked to consult with other Billings Clinic employees, leaders and departments related to inquiries and question of a scheduling nature.
• Exemplary of all standards and expectations for staff within the department of scheduling.
• Assist in troubleshooting and resolving minor issues within the scheduling department and appropriates escalates incidents, event and inquiries to department leadership.
• Develops, implements, and administers the orientation, training and on-going education for computer applications and systems training for the staff.
• Develops and maintains training materials, manuals and quality assurance monitors.
• Works closely with the technical team including the informaticists, , and others as needed as well as information systems vendors for the purpose of staying abreast of system changes, enhancements and performance, as well as for the development of sound working relationships. In collaboration with technical team, may research and test computer system performance as it relates to upgrades, new releases, troubleshooting problems, etc.
• Ensures new hire access to computer system is timely and logins are set up appropriate.
• Develops, implements, and administers quality assurance measures to ensure employee knowledge, competency and accuracy in alignment with the department Supervisor overseeing trainee. Provides appropriate follow up education, training and mentoring toward the goal of reaching and maintaining a 98% accuracy rate. May assess customer service survey results and analyzes access issues and outcomes and develops and recommends methods for improvement.
• Coordinates closely with leadership team in the development of training and education programs, administration, scheduling and identification of staff education needs.
• Assists in development of ongoing competencies. Actively participates in evaluating the knowledge and competency of staff in relationship to the training/education programs. Coordinates closely with the Department Leadership team when staff fails to meet quality standards. Offers recommendations for additional training needs and/or actions that may be needed to bring the employee up to a competent level based on technical performance measurements. Shares responsibility for the performance appraisal process with the Leadership team in regards to employee technical performance.
• May acts as a resource to staff responding to questions regarding information systems, technical and operational issues; as well as billing, follow-up and collection procedures. Assists with troubleshooting system problems.
• If applicable backup for either Call Center or Scheduling positions.
• In collaboration with the Leadership team develops and implements written policies and procedures as related to position scope. Seeks appropriate input from areas affected prior to implementation, performs follow up to ensure implementation is accurate and appropriate and monitors its effectiveness.
• May participates in short and long term planning, annual budgeting processes and is fiscally responsible to ensure adherence to agreed upon budgetary amounts.
• Identifies needs and sets goals for own growth and development; meets all mandatory organizational and departmental requirements.
• Performs other duties as assigned or needed to meet the needs of the department/organization.