Customer Operations Training Specialist

The Customer Operations Training Specialist is responsible for training new and existing associates within the Healthcare Customer Operations group. During training sessions, they will train on systems and processes, coach associates, and provide performance feedback to Department Managers.

Outside of training sessions, they will be responsible for continuously updating standard work and collaborating with Department Managers to develop new or revised processes. The Quality and Training Specialist will also support continuous improvement projects across Customer Operations departments, identify training needs, and develop training programs.

• Develop and deliver training programs in Healthcare Customer Operations, focused on systems, processes, and call quality (when applicable). Create department-wide, function-specific training programs to effectively train associates in Customer Support, the Capital Value Stream, Returns, and International. Foundation of training program will be Customer Support and include supplemental function-specific training upon Manager request.
• Coordinate and conduct 6-8 week new associate training; 2-4 week function-specific training. Ensure trainee is progressing as expected by monitoring assessments and providing performance feedback to Department Managers. Maintain policy signoffs electronically for auditing purposes.
• Maintain existing standard work documentation and resources on SharePoint sites based on feedback from Department Managers and regular review of materials. Ensure updates are communicated across Healthcare Customer Operations as applicable.
• Make recommendations for process improvements, identify best practices, and support continuous improvement projects owned by groups within Healthcare Customer Operations.
• Support the continuous improvement initiatives within the function, including standard work and the root-cause-countermeasure process in support of key performance indicators (KPIs).
• Act as a process expert for all groups within Healthcare Customer Operations. Consider process updates holistically and collaborate cross functionally with Department Managers during process development.
• Continuously develop and improve Operations Improvement training standard work for all training programs in collaboration with Quality & Training Specialists, Senior Trainer, Quality Assurance, and Manager, Business Process.
• Collaborate with Managers outside of training sessions to review and continuously assess and improve their department's training program.
• Participate in Kaizen events when appropriate and support the action plans that result from those events.
• Provide training to new Quality & Training Specialists in collaboration with Senior Trainer, Quality Assurance and Manager, Business Process.
• Develop new eLearning training content and revise existing content in Storyline 360 to supplement new associate training, function-specific training, and reinforcement training.
• Work within the department's Lean tracking tools and provides data as needed for monthly documentation of performance against agreed-upon KPIs.

Required:

* Bachelor's degree in business, adult education, organizational development, or equivalent business experience OR 8+ years of business experience
* 2 years training experience required
* Excellent interpersonal and relationships management skills
* 2+ years business experience with direct contact with Customers, Vendors, and Sales

Preferred:

* 1+ years training content development in Storyline preferred
* Project management experience preferred
* Oracle experience preferred

Other:

* Self-starter
* Excellent communication skills - written, verbal and presentation
* Ability to adjust training to accommodate a variety of learning styles
* Must demonstrate a high level of professionalism and integrity
* Ability to maintain composure under pressure and demonstrate a "can do" attitude
* Teamwork

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being and financial future.

Here is a brief overview of what we offer:

• Market Competitive Pay
• Extensive Paid Time Off and (9) added Holidays
• Excellent Healthcare, Dental and Vision Benefits
• Long/Short Term Disability Coverage
• 401(k) with a company match
• Maternity and Paternity Leave
• Additional add-on benefits/discounts for programs such as Pet Insurance
• Tuition Reimbursement and continued education programs
• Excellent opportunities for advancement in a stable long-term career