Training Manager

Department: Access
Location: NY/NJ /Remote
Reports To: Vice President Access
Consults With (Works With on a Regular Basis): Primarily works in unison with: Director of Operations, Operations Manager, Talent Acquisition Team , Direct Reports and vendors
Overall Responsibility: Training Management, Learning and Development of Processes to aid training staff. Content develooment and module design to enhance learning
Term of Employment: At will employment; Full Time Position

POSITION SUMMARY :

The position of Training Manager has recently become available supporting multiple Patient Access Contact Centers. This position will be located in Uniondale NY or New Providence NJ or Remote and will be responsible developing and maintaining the appropriate training infrastructure, curriculum, and processes to support and position the Access Contact Center teams for continued growth and quality output for our patients. This position will have upwards of 6 direct training resources across multiple physical locations. The ideal candidate will partner with the Access Contact Center Leadership and other stakeholders in the design and development of training programs to meet customer and corporate objectives and drive Contact Center staff accuracy and quality scores associated with the Patient Engagement service lines.

Select RESPONSIBILITIES:

• This position will be part of the core leadership team responsible to oversee and plan for sustained growth in multiple sites ensuring patients are provided the highest degree of call quality and outcomes available.
• Work with Contact Center management and other leadership to create the high-level roadmaps and team strategy that ensure scalability acoss all sites and multifaceted training programs
• Creates, develops and maintains appropriate training infrastructure, tools, and processes necessary to support and position the Centers for continued quality output and services
• Direct the preparation of lesson plans including the method, media and documentation to be presented for the various training courses
• Direct the creation of training course schedules and training timetables to support the busines
• Develops and maintains strong working relationships with internal and external support teams
• Engage and represent the training program for new program implemenations into the business
• Partner with contact center leadership to proactively initiate process improvements for the ongoing enhancement of service performance and call quality
• Along with presence, it is important that this person have the interpersonal and approachability skills, vision and energy to assume larger responsibilities with a quickly expanding unit
• Monitors and identifies opportunities for continuous improvement related to the training programs and the effectiveness of such
• Possesses the versatility required to be a leader, manager, teacher coach, and mentor while placing high value on people and process to drive employee engagement and success
• Ensures consistent standards and business metrics are in line with business unit, as well as adherence to all aspects of compliance regulations and policies
• As needed, facilitate new hire training, refresher training and targeted training

JOB Qualifications:

• Bachelor’s Degree or equivalent
• BA in Health Care Administration, Education, Human Resources or equivalent experience
• Additional specialty-specific certifications preferred, specifically adult learning concepts

Additional Preferred Qualifications:

• 8+ years training experience
• 3-5 years management experience leading large teams
• 2 years of Patient Access experience
• Excellent communication and interpersonal skills required
• Must be task oriented and have ability to prioritize multiple projects with competing priorities
• Ability to analyze documentation and perform data analysis
• Ability to work independently in fast pace environment
• Solution oriented when managing workflow, client or internal obstacles.
• Strong decision making, judgment and analytical skills
• Ability to direct and collaborate with internal and external stakeholders
• Ability to influence internal customers and key stakeholders
• Effectively establish and build partnerships with external customers
• Demonstrate ability to effectively lead team of direct resources

• A friendly and fast-paced environment working with passionate people

• Outstanding growth opportunities

• Time Off

• Medical, Dental and Vision Insurance

• Short/Long Term Disability, HSA, and Life Insurance

• 401K plan with company matching contribution

• Cash Bonus Programs

• Recognition and rewards programs to recognize successful teams

• Other Perks & Discounts

• Commuter and parking discount program to help you save (using pretax dollars)

*Full Time Benefit Eligible Employees Only

Our Company provides equal employment opportunities ( EEO ) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/ .