Contact Center Training Specialist (E)
: Job Details :

Overview:

The US Oncology Network is looking for a Contact Center Trainging Specialist to join our team at Texas Oncology. This full-time REMOTE position.

As a part of The US Oncology Network, Texas Oncology delivers high-quality, evidence-based care to patients close to home. Texas Oncology is the largest community oncology provider in the country and has approximately 530 providers in 280+ sites across Texas, our founders pioneered community-based cancer care because they believed in making the best available cancer care accessible to all communities, allowing people to fight cancer at home with the critical support of family and friends nearby. Our mission is still the same todayat Texas Oncology, we use leading-edge technology and research to deliver high-quality, evidence-based cancer care to help our patients achieve More breakthroughs. More victories. in their fight against cancer. Today, Texas Oncology treats half of all Texans diagnosed with cancer on an annual basis.

The US Oncology Network is one of the nations largest networks of community-based oncology physicians dedicated to advancing cancer care in America. The US Oncology Network is supported by McKesson Corporation focused on empowering a vibrant and sustainable community patient care delivery system to advance the science, technology, and quality of care.

Why work for us?

One reason to join our team is because we offer our employees a competitive benefits package that includes Medical, Dental, Vision, Life Insurance, Short-term and Long-term disability coverage, a 401-k plan that comes with a company match, a Wellness program that rewards you just for tracking your steps, and lots of other great perks such as Tuition Reimbursement, an Employee Assistance program and discounts on some of your favorite retailers.

What does the Contact Center Employee Training Specialist do?

The Contact Center Training Specialist is responsible for developing and running training programs for all contact center employees. This role heads contact center training sessions covering specified areas such as those concerned with new employee orientation, on-the-job training, use of computers and software, etc.

Responsibilities:

The essential duties and responsibilities:

• Prepares and maintains training content to coordinate, develop, design and maintain team and individual training materials specifically for the contact center end-user.
• Organizes training programs designed to give newly-hired employees the skills to be successful in the role, including systems and customer service soft skills, as well as department processes and procedures.
• Coordinates training of end-users for new system releases, department procedures/processes, and new workflows as needed.
• Works closely with contact center leadership to identify areas of deficiency and develop training to improve competency, continuing education, and process improvement.
• Monitors inbound and outbound calls for the purpose of measuring service skills, adherence to internal processes and scripting, quality of the customer service delivered, and accuracy of information gathered to drive effective employee coaching and training.
• Analyzes quality of service and customer satisfaction data from a variety of sources, using available data to identify deficiencies in service performance.
• Monitors agent interactions for the purpose of ensuring quality service and adherence to approved scripting, as well as accuracy of information call handling standards, and the patient experience.
• Provides Team Leads and Manager with regular agent performance feedback, and when necessary, coach agents and provides feedback directly to fill performance gaps found in audits.
• Supports and suggests improvements/recommendations to meet the highest level of patient experience.

Qualifications:

The ideal candidate for the position will have the following background and experience:

• Bachelors degree in related discipline or field of study and/or equivalent experience
• Minimum 2 years of demonstrated experience in training, development and quality assurance capacity
• Familiar with training Contact Center Software and Electronic Health Record Software is preferred

Knowledge, Skills, & Abilities

• Strong written and verbal communication skills
• Customer service/chat support experience
• Strong computer skills
• Strong analytical skills with the ability to communicate things verbally and via writing
• Demonstrated ability to function effectively both independently and as apart of the call center team
• Strong team-oriented interpersonal skills, with the ability to interface effectively with a broad range of people and roles
• Ability to perform tasks with minimum direct supervision but know when to seek assistance.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to be present at the employee site during regularly scheduled business hours and regularly required to sit or stand and talk or hear. Requires full range of body motion including handling and lifting patients, manual and finger dexterity, and eye-hand coordination. Requires standing and walking for extensive periods of time. Occasionally lifts and carries items weighing up to 40 lbs. Requires corrected vision and hearing to normal range.

WORK ENVIRONMENT: The work environment may include exposure to communicable diseases, toxic substances, ionizing radiation, medical preparations and other conditions common to an oncology/hematology clinic environment. Work will involve in-person interaction with co-workers and management and/or clients. Work may require minimal travel by automobile to office sites.