Call Center Training Specialist

Indianapolis, IN

Full-time

At LifeStance Health, we strive to help individuals, families, and communities with their mental health needs. Everywhere. Every day. It’s a lofty goal; we know. But we make it happen with the best team in mental healthcare.
Thank you for taking the time to explore a career with us. As the fastest growing mental health practice group in the country, now is the perfect time to join our corporate team!

Full Time M-F (onsite)
LIFESTANCE OVERVIEW LifeStance Health is one of the nation’s largest providers of virtual and in-person outpatient mental health care for children, adolescents and adults experiencing a variety of mental health conditions. LifeStance Health is based in Scottsdale, Arizona. Our Vision: A truly healthy society where mental and physical healthcare are unified to make lives better. Our Mission: To help people lead healthier, more fulfilling lives by improving access to trusted, affordable, and personalized mental healthcare. Our Values: Delivering Compassion – We care for people unconditionally and act with empathy always. Building Relationships – We are collaborative, building enduring relationships to achieve more together. Celebrating Difference – We respect the diversity of every individual’s lived experiences. Since LifeStance Health was founded in 2017, we have grown to nearly 5,000 clinicians and team members serving patients in more than 370 locations. We acquire clinical practices and open new locations across the country, with thousands of new clinicians joining our mission every year. We are reimagining mental health. Learn more at www.lifestance.com.
RESPONSIBILITIES Serve as Subject Matter Expert (SME) for Standard Operating procedures, Training, and Education materials for Intake contact centers across the division Standard Operating Procedures (SOP) Responsible for identifying and training on Standard Operating Procedures for Intake Departments within the Division
RESPONSIBILITIES Serve as Subject Matter Expert (SME) for Standard Operating procedures, Training, and Education materials for Intake contact centers across the division Standard Operating Procedures (SOP) Responsible for identifying and training on Standard Operating Procedures for Intake Departments within the Division Partner with National Team and local leadership to identify areas of opportunity Quality Assurance Program Responsible for training local intake teams on quality-of-service aspects, empathy, compassion, phone, and email etiquette Listen and monitor intake calls to provide call trends, feedback, and coaching opportunities to Intake Leadership Training and Education Program Responsible for delivering new hire training to intake staff across the division Responsible for delivering refresher training to existing intake staff Training new hires and existing staff on all technologies and systems used by the intake teams Partner with the national team and local Intake Manager on training and educational materials needed for the teaPartner with national and local leadership to manage the communication and implementation of any changes to related SOPs, Quality Monitoring program, and contact center training opportunities Keep abreast of key trends and present courses of action to be taken to capitalize on information and areas of opportunity Escalate system(s) issues to national team and local intake managers while clearly communicating system statuses to local leadership staff Perform special projects and/or other duties as assigned
SKILLS & EXPERIENCE Bachelor’s degree required; a concentration in business or related field preferred; mix of education and experience would include: Associate degree plus 2+ years of relevant work experience High school diploma or equivalent plus 4+ years of relevant work experience 3+ years of experience in delivering training for processes and systems 2+ year of experience in a healthcare setting preferred or relevant experience in a customer service environment 1+ year working in a contact center environment, plus Experience delivering training in an office and/or remote environment
Experience developing standard operating processes, training and education materials, process improvement opportunities Critical thinker with a creative approach to solving business problems as they arise Ability to communicate both verbal and written to all levels of an organization with a high level of proficiency Excellent organizational skills and strong attention to detail with ability to prioritize and effectively manage competing demands for both time and attention in a fast-paced environment Effectively prepare and present information to Senior Management and Business Partners Ability to make recommendations based on sound decision making and with confidence, especially as it relates to handling complex staffing issues Qualified candidates must be legally authorized to be employed in the United States
LifeStance is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status Demonstrates awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and other various aspects of culture