Non-Clinical Trainer - FT - Days - MPC

At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience. Summary: Responsible for providing and administering quality training for the to increase relevant skills and knowledge of all contact center resources. Participates in the coordination, scheduling, and delivery of training. Develops curriculum that supports the objectives. Responsible for understanding all aspects of call quality, customer service, internal and external compliance requirements, to ensure new hire and ongoing curriculum is driving performance and quality. Creates knowledge assessments to validate end-users have acquired the desired skills and knowledge during new hire and ongoing training. Excellent written communication skills, superior presentation skills and enjoys working with and helping train others to be successful. Responsibilities: Works with applicable business unit/area to establish specifications of course, prerequisite skills and knowledge for trainees. Assesses the effectiveness of training that has been delivered and creates action plans to improve performance. Assists management in formation of quarterly and yearly goals, and in the development and implementation of policies and procedures for training purposes. Coordinates the training materials of end-users for new releases. Partners with the Workforce Management Team to schedule the appropriate contact center resources. Develops 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. Maintains a strong understanding of the Epic application module functionality to teach end-users how to properly use the system. Maintains a strong understanding of the end-user workflows to teach end-users how workflows change within the Epic system. Monitors inbound and outbound calls for the purpose of measuring service skills, adherence to internal processes and scripting, quality of the customer service provided, and accuracy of information gathered to drive effective employee coaching during the training process. Prepares and maintains training materials for inbound and outbound contact center training programs. Ensures customer satisfaction metrics are met. Stays abreast of trends concerning adult learning techniques, customer service and contact center focused training programs. Uses existing training content to coordinate, develop, design and maintain team and individual training materials specifically for the contact center end-user. Works closely with contact center leadership to identify areas of deficiency and develop training to improve competency, continuing education, and process improvement. Competencies: ACCOUNTABILITY, ACCURACY, CONTENT PRESENTATION AND DELIVERY, CUSTOMER SERVICE, HIPAA, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR, TEAM WORK Education and Certification Requirements: Associates (Required) Additional Job Information: Complexity of Work: Requires strong Microsoft Suite knowledge, critical thinking skills, effective communication skills, decisive judgment and the ability to work with minimal supervision. Must be able to work in a stressful environment and take appropriate action. May require specialized knowledge in a business line. Ability to be flexible with the ability to work successfully in a rapidly changing environment. Required Work Experience: Two (2) years of experience facilitating classroom training, working with instructional design, adult learning and training methodologies. Expertise in learning management systems and functionality or developing teaching plans and curriculum. Other Information: Additional Information: Employment in this position is contingent upon successful completion of a Level II Criminal History record check.Strong leadership skills, superior influencing ability, broad perspective, and a partnership-based approach to relationships with the ability to manage strategically and think innovatively preferred. One (1) year of call center experience, Epic certification and/or experience preferred. Bachelor's degree in related field preferred.Additional Education Info: Associate s degree in education, organizational development or healthcare related field. Equivalency for degree: High School diploma and at least 4 years of experience facilitating classroom training. Working Conditions and Physical Requirements: Bending and Stooping = 40% Climbing = 20% Keyboard Entry = 60% Kneeling = 40% Lifting/Carrying Patients 35 Pounds or Greater = 0% Lifting or Carrying 0 - 25 lbs Non-Patient = 60% Lifting or Carrying 2501 lbs - 75 lbs Non-Patient = 40% Lifting or Carrying > 75 lbs Non-Patient = 0% Pushing or Pulling 0 - 25 lbs Non-Patient = 60% Pushing or Pulling 26 - 75 lbs Non-Patient = 40% Pushing or Pulling > 75 lbs Non-Patient = 40% Reaching = 40% Repetitive Movement Foot/Leg = 0% Repetitive Movement Hand/Arm = 60% Running = 0% Sitting = 60% Squatting = 40% Standing = 60% Walking = 60% Audible Speech = 60% Hearing Acuity = 60% Smelling Acuity = 0% Taste Discrimination = 0% Depth Perception = 60% Distinguish Color = 60% Seeing - Far = 60% Seeing - Near = 60% Bio hazardous Waste = 0% Biological Hazards - Respiratory = 0% Biological Hazards - Skin or Ingestion = 0% Blood and/or Bodily Fluids = 0% Communicable Diseases and/or Pathogens = 0% Asbestos = 0% Cytotoxic Chemicals = 0% Dust = 20% Gas/Vapors/Fumes = 0% Hazardous Chemicals = 0% Hazardous Medication = 0% Latex = 0% Computer Monitor = 60% Domestic Animals = 0% Extreme Heat/Cold = 0% Fire Risk = 0% Hazardous Noise = 0% Heating Devices = 0% Hypoxia = 0% Laser/High Intensity Lights = 0% Magnetic Fields = 0% Moving Mechanical Parts = 40% Needles/Sharp Objects = 0% Potential Electric Shock = 20% Potential for Physical Assault = 20% Radiation = 0% Sudden Decompression During Flights = 0% Unprotected Heights = 0% Wet or Slippery Surfaces = 20% Shift: Primarily for office workers - not eligible for shift differential Disclaimer: This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification. Wages shown on independent job boards reflect market averages, not specific to any employer. We encourage candidates to talk to their Memorial Healthcare System recruiter to discuss actual pay rates, during the hiring process. Memorial Healthcare System is proud to be an equal opportunity employer committed to workplace diversity. Memorial Healthcare System recruits, hires and promotes qualified candidates for employment opportunities without regard to race, color, age, religion, gender, gender identity or expression, sexual orientation, national origin, veteran status, disability, genetic information, or any factor prohibited by law. We are proud to offer Veteran?s Preference to former military, reservists and military spouses (including widows and widowers). You must indicate your status on your application to take advantage of this program. Employment is subject to post offer, pre-placement assessment, including drug testing. If you need reasonable accommodation during the application process, please call 954-276-8340 (M-F, 8am-5pm) or email TalentAcquisitionCenter@mhs.net Be where care matters. At Memorial Healthcare System, we are dedicated to improving the health, well-being, and quality of life of the people entrusted to our care. This unwavering commitment to our service vision makes the difference and is the foundation of The Memorial Experience. Deeper Caring. Smarter Healthcare. Talk to our patients and their families about ?Deeper Caring,? and they'll tell you stories about miracle babies, lives saved through sheer determination, and the comforting kindness of others. About people who advocated for the family?s best interests and cared for them in body, mind, and spirit. For our employees, ?Smarter Healthcare? means constantly improving how we deliver care. It could be a new technology, a streamlined process, or a cutting-edge program leveraging our system strengths. But, no matter how you look at it, our service vision is integral to our culture today and what we strive to be tomorrow. We invite you to share in the Memorial Experience ? where touching lives, lifting spirits, and healing the human body is our profession?s greatest privilege and reward. Be where everyone is welcome. At South Broward Hospital District d/b/a Memorial Healthcare System, accessibility, diversity, and inclusion are values that affect everything we do. Whether you use a screen reader, voice recognition software, or other assistive technology, we want https://careers.mhs.net to be accessible and easy to navigate. Accomplishing accessibility goals We set our web accessibility standards high. Our team is dedicated to maintaining a compliant website and creating a usable customer experience. If you need access to any information or item on our website, please call 954-276-8340 (M-F, 8am ? 5pm) or email TalentAcquisitionCenter@mhs.net for assistance. Equal opportunity employer Memorial Healthcare System recruits, hires, and promotes qualified candidates for employment without regard to race, color, age, religion, gender, gender identity or expression, sexual orientation, national origin, veteran status, disability, genetic information, or any factor prohibited by law. Employment is subject to post-offer, pre-placement assessment, including drug testing. Veteran?s Preference We proudly offer Veteran's Preference to former military, reservists, and military spouses (including widows and widowers). You must indicate your status on your application to take advantage of this program. E-Verify Candidates must possess authorization to work in the United States. Memorial Healthcare System utilizes the Department of Homeland Security (DHS) and Social Security Administration (SSA) E-Verify system to comply with verifying work authorization. For additional information about E-Verify in English and Spanish, you may visit https://www.e-verify.gov/. Be where you are valued. Memorial Healthcare System provides preference as part of our commitment to honoring the service and sacrifice of veterans in alignment with state regulations. Veteran?s Preference allows for the first choice in interviewing, hiring, retention, and promotion after deployment when all other applicant qualifications are equal. However, Veteran's Preference does not guarantee a job. Who is eligible for Veteran?s Preference? We are proud to offer preference to internal and external applicants who identify within these categories: veterans, disabled veterans, spouse of a disabled veteran, unremarried veteran widow/widower, certain family members, active reservists and members of the National Guard. What should I do if I am eligible for Veteran?s Preference? You must claim your Veteran?s Preference status on your application. If selected for a job, you must provide documentation regarding your status. How does Memorial verify that someone is eligible for Veteran?s Preference? We require specific documentation as determined by the basis for which someone claims preference. For example, the documentation for a disabled veteran is different from the documentation required for the spouse of a veteran killed in the line of duty. How often can an eligible person claim Veteran's Preference at Memorial? There is no limit to how often internal or external applicants can use preference when a job is posted externally on our career website or elsewhere. What if there are two equally qualified, preference-eligible job applicants? In this case, the selection is based on the eligibility category in accordance with Florida law. First preference is given to: An honorably discharged veteran who has served on active duty and has a service-connected, compensable disability. A spouse of a person who has a total, permanent, service-connected disability and cannot qualify for employment. A spouse of a person missing in action, captured or forcibly detained or interned by a foreign government or power. What do I do if I am denied Veteran's Preference? If you feel you have been unfairly denied Veteran?s Preference by Memorial Healthcare System, please contact EmployeeRelations@mhs.net. You may also file a complaint with the Florida Department of Veterans? Affairs (FDVA). By clicking on any of the following links, you will be leaving the Memorial career site to go to a third party site. Please note that we are not responsible for the content or accessibility of the PDF documents you download from that site. All of the links in this section will download PDFs that require Adobe Reader or compatible software to open and read the documents. If you need Adobe Reader, you can download it now. Florida Civil Rights Act Equal Employment Opportunity is the Law (EEO) Family and Medical Leave Act (FMLA) Employee Polygraph Protection Act (EPPA) E-Verify? Participation Notice ? English Right To Work Notice ? English E-Verify? Participation Notice ? Spanish Right To Work Notice ? Spanish Memorial Healthcare System is subject to the Florida Public Records Law. All information provided in connection with your application for employment will be a public record and subject to release upon request, unless considered exempt or confidential.

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