Call Center Trainer jobs in Rock Springs, WY

The Company You’ll Join

OCD Anxiety Centers is the nation’s largest provider of IOP services for individuals dealing with OCD, Anxiety and Trauma. As the leading provider our clinical outcomes are second to none. You will join a winning team that is committed to evidence-based treatment and long-term results. We are passionate about bringing help and hope to some of the most underserved clinical populations. We strive to change the lives of individuals and their families suffering from unrelenting anxiety, disturbing and terrifying thoughts, uncontrollable worry, exhausting behaviors and rituals, and avoidance that keeps them from living their lives. We are an evidence-based practice, which means we do what works, stay up to date with scientific research, and regularly attend international training to keep us at our very best.

Our Investment in You

• A competitive base salary starting at $98,000

• Up to $400 reimbursement for CEUs per renewal cycle

• 401k match

• Core benefits: medical/dental/vision, with the company contribution to medical benefits for employee

• Company-paid employee life insurance

• Voluntary benefits

• Paid time off includes 15 days (120 hours) of “Paid Time Off,” 5 days (40 hours) of “Sick Time,” and 9 days (72 hours) “Company holiday” pay

• Specialized ongoing training and certification opportunities through our Training Institute

• Paid specialized ongoing training, strengthening your skills, experiences, and connections that will help advance your career

The Team You’ll Work With

The success of our organization is dependent on the trust and confidence we earn from our employees, clients, and community. Our values are connected to our work at OCD Anxiety Centers and are measured against the highest possible standards of ethical business conduct.

• We act with integrity and communicate honestly and openly

• We are passionate about meeting the company’s needs and delivering for our clients

• We are accountable for all our actions

• We work together as a team and are committed to excellence and innovation

• We respect each other and celebrate our diversity

We set the bar that high for practical and aspirational reasons. Candidates with similar ethical standards, who have the ability to adapt to a fast-moving working culture, and who are committed to providing excellent client service are encouraged to apply.

The Purpose of Your Role

We seek a dedicated National Trainer with a strong commitment to delivering high-quality training sessions while traveling. The ideal candidate will have a genuine passion for client care and be adept at instructing and onboarding new staff. A successful candidate will be someone who is passionately dedicated to their work and thrives in a role that demands a high level of commitment.

Success Indicators/KPIs

• Ensure all new leaders are trained fully before opening and can assist with team hiring and training

• Assist in successful openings by ensuring planned census can start with fully trained staff

• Facility average symptom reduction of 65%

• Facility average client satisfaction of 4.5

• Facility Tour Audits: Maintain 90% or better

• Facility Average Length of Stay (ALOS): Target minimum of 52 days

• Unused Authorizations: <100 days per month in the facility

• Documentation Accuracy: Achieve 100% at month-close audit

• Staff Satisfaction: Achieve a 4.0 or higher rating quarterly

• Facility average of Early Discharges: Maintain <10%

Responsibilities

• Conduct training sessions nationally, ensuring consistency and fidelity in content delivery

• Execute training programs that align with organizational goals and standards

• Demonstrate a deep passion for client care, incorporating it into training modules to instill a client-centric approach among staff

• Train and onboard new staff members, providing them with the necessary skills and knowledge for success

• Collaborate with various departments to stay updated on industry trends and incorporate relevant content into training programs

• Evaluate training effectiveness and continuously improve based on feedback and evolving needs

• Foster a positive, engaging training environment that encourages active participation and skill development

• Display an energetic and motivational attitude

Leadership and Management:

• Ensure leaders collaborate on motivational strategies and treatment plans

• Conduct regular reviews of treatment plans to minimize unused approved days and early discharges

• Manage and negotiate peer-to-peer reviews with insurance companies

• Implement initiatives to enhance employee satisfaction and address concerns identified in surveys

• Generate and present regular reports on KPIs to evaluate progress

• Lead, train, and mentor staff, fostering a culture of teamwork, achievement, and respect

• Oversee clinical integrity, referral management, and facility budget

• Staff training and achievement of standardized KPIs

• Create a minimum of 3 SMART goals each quarter for facility improvement

Operational Oversight:

• Execute facility projects per directives, goals, and budget, measuring KPIs for efficiency, revenue, and employee satisfaction

• Develop and implement strategic plans to optimize client utilization of insurance days and achieve financial goals

• Collaborate closely with the Utilization Management (UM) Director to align program strategies with utilization goals

• Streamline insurance authorization processes, emphasizing thorough documentation for client use of days

• Facilitate peer-to-peer discussions with insurance providers, ensuring clear communication and comprehensive documentation

• Utilize data analytics to track authorization trends, client use of days, and financial outcomes

• Provide ongoing training for staff on insurance authorization processes, documentation requirements, and effective communication in peer-to-peer interactions

Facility Management:

• Support training facility management to ensure compliance, policy implementation, and client record documentation

• Support facility manager with program budgets, ensuring financial goals are met

• Ensure the facility can provide clinical supervision and oversight for Behavioral Health Techs

• Work with the finance department to create an annual budget with improved margins

Strategic Planning and Implementation:

• Support standardizing and streamlining leadership training and development for all new facilities

• Review all job duties and expectations each program leader must implement to ensure facility success

• Lead developing and enhancing innovative processes and protocols to elevate client outcomes and operational efficiency

• Identify and implement creative solutions for process improvement while ensuring alignment with program goals and standards

• Collaborate with cross-functional teams to introduce and institutionalize innovative initiatives, adhering to program-specific protocols

• Evaluate the effectiveness of implemented innovations, making data-driven adjustments for continuous improvement

The Skills and Expertise You Have

• Supervisory requirements

• Proficient knowledge of computers, including Microsoft Word, Excel, and other computer software

• Accurate and efficient electronic data entry

• Must be punctual and maintain excellent attendance

• Organized, detail-oriented, takes the initiative, and completes job responsibilities independently

• Multitask, problem-solve, interpersonal skills, and strong written and verbal communication skills

• Thrives in a changing work environment, including inside, outside, and loud noise level

Qualifications

• Master's degree in related fields and current state licensure

• 5 years of experience in mental health management

• Commitment to continuous personal and team development

• Clinical expertise and a strong knowledge base in therapy modalities

• Demonstrated leadership, integrity, and proficiency in computer applications

• Exceptional organizational, communication, and problem-solving skills

Preferred Qualifications

• Experience in OCD and anxiety treatment

• Proficiency in Cognitive Behavioral Therapy and Dialectical Behavior Therapy

Disclaimer

OCD Anxiety Centers has not designed this job description to contain a comprehensive list of activities, duties, or responsibilities required of the employee. Furthermore, OCD Anxiety Centers reserves the right to change or assign new duties, responsibilities, and activities at any time, with or without notice.

Equal Employment Opportunity Commission (EEOC) statement

OCD Anxiety Centers is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, sex, national origin, age, marital status, sexual orientation, genetics, disability, political affiliation, personal appearance, family responsibilities, or any other legally protected class under federal, state, or local law. This applies to all aspects of employment, including recruitment, hiring, job assignments, promotions, working conditions, scheduling, benefits, wage and salary administration, disciplinary action, termination, and social, educational, and recreational programs.

Website

https://www.theocdandanxietytreatmentcenter.com/