Trainer - Call Center

Overview

Are you looking for a purposeful career that will make a difference in the patient community? At CCS, our approach to at-home patient care is redefining chronic care management. We are seeking individuals that will thrive in a patient-centric dynamic environment. If you are an attentive listener, fast-thinker, and problem-solver, with the ability to relate to different people, you are a match for CCS.

Responsibilities

Primarily responsible for initial hire training for the department.  Works to ensure that the organization has a workforce that can meet its current and future business objectives and deliver quality products and services that meet the department needs. 

Essential Duties:

• Facilitates initial hire training on computer systems, phone techniques, products, and insurance set-up
• Serves as a resource for employee questions
• Monitors daily/weekly/monthly reports and implementing follow up strategies for achieving productivity levels
• Assists supervisory management in developing monthly evaluations
• Conducts training meetings within work group
• Creates and augments reporting structures to evaluate training and education effectiveness
• Participates in product, system, and compliance training to ensure proper adherence to company policies and procedures
• Proactively seeks out continuing education opportunities to improve knowledge, skills, and abilities
• Abides by all policies, procedures, and protocols set forth in the departmental, CCS Medical Personnel and Administrative Policy Manuals
• Maintains a high degree of confidentiality at all times due to access to sensitive information 
• Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department
• Follows all Medicare, Medicaid, HIPAA, and Private Insurance regulations and requirements
• Abides by all regulations, policies, procedures and standards

Qualifications

• High school diploma or GED equivalent required, two years or more years facilitating interactive training, or equivalent combination of education and experience
• Solid understanding of adult learning principles and coaching technique
• Proficient computer skills, Microsoft Office Suite (Work, PowerPoint, Outlook, and Excel), and instructional software
• Good inerpersonla skills and communication with all levels of management
• Organized and able to create multiple timelines and schedules
• Encouraging to team and staff; able to mentor and lead

Values

Certainty-The lives of the individuals we serve depend on our ability to execute.  We commit to doing this every day. 

• Use appropriate methods and a flexible interpersonal style to help build a cohesive and collaborative team based on a foundation of trust and transparency. Deliver what you commit to.

Compassion-We understand the burdens of patients and their loved ones and channel this into a relentless pursuit of customer satisfaction in every part of our business. 

• Ensure that the patient is the driving force behind business decisions, implementing service practices that meet needs of both the patient and the organization. Treat other the way you want to be treated. 

Advancement-We are endlessly looking for ways to progress and become more innovative in all things we do.

• Encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals. Speak the truth.

CCS Medical and EEOC/AA employer. M/F/D/V