Call Center Trainer (Hybrid)

Description

Join the Erie team! Motivated by the belief that healthcare is a human right, we provide high quality affordable care to support healthier people, families, and communities. Erie delivers holistic care to help every member of the family stay healthy and active from infancy through adulthood. Since 1957, we have provided high-quality care to diverse patients most in need, regardless of their insurance status, immigration status, or ability to pay.

Erie Family Health Centers, a top workplace in Chicago and suburbs, is looking for a valuable addition to our Patient Access Operations team! Under the direction of the Associate Director of Patient Access Operations, the Patient Access Center Trainer is responsible for the learning and development of all new and existing PAC staff.

At Erie, we are proud to provide competitive salaries, high-quality health care plans, generous time off benefits, retirement benefits, and more! Erie employees are eligible for Erie’s Full Benefits Package that includes Medical, Dental, Vision, Life and Disability Insurance and Flexible Spending (FSA) for Health Care or Childcare. Retirement Programs: 401(k) program with Erie matching $0.50 for every $1.00 up to the first 5% of the employee’s biweekly salary. Annual Paid Time Off: starting at 15 days of PTO, and 8 paid holidays. Competitive salary, annual merit increases, plus room for growth and career advancement.

Compensation is based on each candidate’s experience, skills and education within the range identified for the role. Candidates who meet the minimum requirements of the role will start at entry in the range. Any additional skills, experience and education will be reflected in the compensation offered.

Main Duties & Responsibilities

The Patient Access Center Trainer duties include, but are not limited to;

• Training all PAC Staff – New and existing representatives and specialists.
• Develops content and curriculum for PAC training and evaluations.
• Plans for each new hire cohort in collaboration with the Associate Director, Supervisor and Team Leads.
• Serves as primary facilitator for PAC training and conducts post-learning evaluations.
• Monthly quality assessment support for new hires and representatives who need additional coaching and development.
• Supports Team Leads with quality assurance to prepare refresher trainings.
• Provides regular updates to Training Materials and Info Connect.
• Takes ownership of how information is communicated to the PAC including process updates, guidelines, reminders, and helpful tools.
• Participates in monthly calibration sessions for call recordings and tracks error findings for training and development.
• Conducts weekly reporting on scheduling errors to identify areas of improvement for staff.
• Ensures new hire IT onboarding is completed prior to new hire go live date on phones.
• Remain up to date with all processes, guidelines and information to be able to assist staff with questions, concerns, or escalations.
• Works as a member/leader of special or ongoing projects that are important to area/process improvement.
• Ability to work flexible schedule to cover for Supervisor/TLs in their absence and /or the ability to work holidays, nights and weekends as needed.
• When supporting phone coverage, follows all scheduling guidelines, updating patient demographics, verifying insurance, assisting callers and routes informational inquires in compliance with departmental guidelines.
• Performs other duties as assigned by management.

Qualifications

Education

• High School diploma or equivalent required

Skills and Knowledge

• Ability to work in a fast-paced environment.
• Intermediate proficiency in Microsoft Office preferred.
• Bilingual fluency (English/Spanish) a plus.
• 2 years of Patient Access Representative, Specialists, or equivalent experience.
• One year of customer service experience, preferably in a health care setting, a plus.

The Erie Advantage Pledge: WORKING TOGETHER FOR WHAT MATTERS MOST

Erie makes a pledge that all current and future employees can feel confident that:

• Our mission, vision, and values unite us.
• Our voices matter.
• We do things well.
• Our inclusive culture promotes balance and belonging.
• We find our career sweet spot at Erie.

Salary : $21 - $25