Shared Services Trainer

HealthPartners is hiring for a full-time Shared Services Trainer.

POSITION PURPOSE:

Develop and manage the design, implementation, evaluation and maintenance of new and ongoing training for all Scheduling Call Center Staff. Develop and manage the design, implementation, evaluation and maintenance of training materials, tools, resources and presentations.

ACCOUNTABILITIES:

Responsible for:

Develop and deliver in-person and virtual training to new and existing employees to ensure that the Scheduling Call Centers can effectively respond to customer needs and the department can achieve key objectives.

Develop curriculum and training materials for all aspects of call center scheduling positions - including soft skills and technical skills.

Design, implement and evaluate comprehensive training programs to build and maintain the strength of the Scheduling Call Centers and support the learning strategy.

Manage and develop the training for experienced representatives, including ongoing training and updates in key knowledge areas and refreshers on key job skills.

Design and deliver both in-person and virtual training and development programs and maintain an ongoing evaluation of the effectiveness of those programs.

Design and develop competency measurements to ensure skill and knowledge base of staff meets standards. Create training evaluation tools, analyze feedback and implement changes as appropriate.

Develop tools for measuring the effectiveness of training programs through testing.

Develop and maintain training records for Scheduling Call Center staff.

Prepare technical training outlines, procedural material, user aids, and on-line learning for computer systems used by the Scheduling Call Centers.

Formulate training sessions/programs based on department needs and compliance requirements.

Participate in department and corporate-wide meetings to analyze changes made and how it impacts the Scheduling Call Centers. Actively participate in cross-functional initiatives, projects, and recurring inter-departmental meetings.

Work collaboratively with other related HealthPartners training staff to maintain consistency information as it relates to EPIC registration and appointment scheduling functionality and workflow.

Assist with EPIC system testing and provide feedback for system enhancements.

Evaluate system functions and provide suggestions for enhancements.

Work closely with systems to establish ongoing education designed to improve and maintain technical knowledge of the EPIC System.

Maintain super-user skills and knowledge for EPIC functionality as it pertains to registration and appointment scheduling.

Interact with all staff and internal or external customers in a manner consistent with the values of HealthPartners. Provide leadership and guidance to new and existing employees. Coach employees to help develop or enhance knowledge, skills and abilities. Address performance and disciplinary issues with representatives and provide feedback to management regarding individual situations.

Proactively assess scheduling resources, and EPIC to assure the systems meet the needs of users as well as seek new system features that would benefit. Identify application deficiencies and/or recommend enhancements as appropriate.

Participate effectively as a team member with Shared Services Leadership, Call Center Leadership and Web Technical Specialist to provide effective training and performance measurements. Conduct analysis of team output and make recommendations for training and/or communication.

Establish strong working relationships with Scheduling Call Center staff to assure training and resources meet the needs of all staff.

Assist senior management in the analysis, development and design of improved automated tools and systems so staff can more effectively perform their jobs. Recommend and implement cost-effective training methods and alternatives, such as job redesign, system modifications or written documentation.

Design and manage periodic review of the training program and its effectiveness. Implement necessary changes.

Perform other duties and projects as assigned by supervisor, manager or director.

REQUIRED QUALIFICATIONS:

Bachelors Degree in Training, Education, Communications or other related field or four years of related work experience in lieu of degree

Two years of experience in delivering training

Strong oral and written communication skills

Ability to develop and customize training curriculum

Excellent skills in planning, organizing and time management

Strong computer skills using Microsoft Excel, Word, Power Point or comparable applications

Advanced problem-solving skills

Demonstrated leadership skills and ability to accept or delegate responsibility

Ability to present information to various audiences and demonstrates high comfort-level delivering to small or large groups

Ability to convert technical information into sound instructional programs

Ability to work independently, be proactive with minimal direction, and work as part of a team

Ability to manage multiple, critical projects deadlines simultaneously

Ability to conduct research, analyze, interpret and communicate results

Ability to work in a fast-changing environment

Demonstrated usage of adult learning theory and practices as well as multiple learning methodologies

PREFERRED QUALIFICATIONS:

Four years of experience in call center, clinics, or health insurance industry

Two years of customer service experience

Knowledge of on-line learning tools and training

DECISION MAKING:

This position works closely with Shared Services Leadership, Call Center Leadership and the Web Technical Specialist to meet the training and on-line resource needs of all Scheduling Call Center staff. Must have ability to work independently and make logical decisions regarding the structure and content of training programs. Position assumes supervisory responsibility of new hires when in a formal training program.