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Contact Center Training Supervisor

at HealthHelp

Posted: 9/28/2019
Job Reference #: 379
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Job Description

Job Description
  • Conduct new employee training as well as existing employee refresher training. Present training programs using recognized training techniques and tools
  • Facilitate learning through a variety of delivery methods including classroom instruction, virtual training, on-the-job coaching
  • Develop training programs (modules)
  • Communicate regularly with all staff regarding updates etc.
  • Keep supervisors apprised of each individuals performance and make recommendations for additional training or coaching of team members
  • Evaluate and Implement training request for enhancement
  • Routinely review, evaluate and update training procedures, programs and materials. Assess trends, issues, and recommend long – term training plans
  • Daily Monitoring – Listen and critique recorded conversations for purposes of improving customer service and CSR’s overall performance
  • Perform other duties as assigned
  • Participates in the HealthHelp Quality Management Program as required
  • Adheres to all HIPAA, state and federal regulations pertaining to the clinical programs
  • Adheres to both URAC & NCQA standards pertinent to their job description
  • Maintain all small payer training levels at 30% of staff trained.
  • Responsible for monitoring trainee performance and providing additional training, coaching, and recognition as required
  • Communicate any attendance/behavioral/performance issues, concerns, with New Hires in training to Senior Management, via e-mail, including the action taken with said employee
  • Ensure all corrective action documents (i.e. Training test scores, disciplinary action documents, etc.) are uploaded into HRB and filed accordingly in the P-Drive and Human Resources
  • Ensure that payroll is processed for all new hires and missed punches are corrected prior to the end of the pay period
  • Initiate disciplinary actions concerning new hires (i.e., verbal warnings, records of discussion, and formal disciplinary documentation) to document performance issues while in training
  • Investigates any complaints received (i.e. Violation of company policy, behavior, call handling, etc.) regarding new hires and provide coaching as required to ensure compliance to client and company policies
  • Track and report on training outcomes
  • Maintain employee training records
  • Additional duties as assigned to meet business needs
Required Skills
  • Knowledge of MS Office Suite including advanced knowledge of Excel, Access and Word
  • Proficiency using call and/or video monitoring systems (i.e. Nice, Witness or similar system)
Required Experience
  • 2 years healthcare experience required, utilization management
  • 2 years experience training or Supervisors experience preferred, call center environment a plus
  • 2 years of reporting, data entry and/or auditing related experience
  • 2 years of call center experience
  • E-learning platforms and familiarity with traditional and modern job training methods and techniques
  • Extensive knowledge of medical terminology and anatomy, CPT and ICD-9 codes
  • Ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor and evaluate)
Job Location
Houston, Texas, United States
Position Type
Full-Time/Regular