Lifepoint Business Services Trainer -

This is a Remote position!

POSITION SUMMARY:

Responsible for building and maintaining the standards of the Contact Center’s talent by providing comprehensive training at the start of employment, as well as continuing education. The LBS Contact Center Trainer will work closely with the Operations Management team in planning for, and executing, classes. Responsible for developing and improving training courses for new and existing employees and establishing methods to track employee performance after completion of trainings.

ESSENTIAL FUNCTIONS: To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.

• Prepare and provide virtual training to new hires and existing staff.

• Manage and own the facilitation of classes from start to finish including organizing and managing key documents (e.g. training plans, notes, guides, processes)

• Develop educational materials, such as digital presentations, videos, instructional videos, how-to manuals, and knowledge-based evaluations.

• Train and educate staff on standard protocols and customer service best practices. Deliver new hire and continuing education training leveraging the most up-to-date information.

• Demonstrate regular and reliable attendance

• Continuously monitor program processes and recommend new and innovative ideas for service improvement to management. This also includes feedback regarding protocols, manuals, documentation, abstracts, and summaries to ensure they are clear, concise, complete, correct and easily understood.

• Analyze the effectiveness of training and develop ways to monitor and complete knowledge checks to guarantee preparedness for handling customer phone interactions.

• Maintain technical knowledge and troubleshooting skills in order to manage any recurring technology occurrences encountered by staff

• Create a positive and engaging virtual learning environment.

• Assemble and distribute training/course materials and teaching aids.

• Escalate training and performance concerns to Operations Management if staff does not meet performance standards.

• Maintain confidentiality of client/patient and employee information at all times.

• Adhere to the prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct.

• Maintain awareness of, and actively participates in, Corporate Compliance and other structural programs.

• Assist with, and execute on, other projects as assigned by management.

Additional Information:

Position serves both internal co-workers and external customers, clients, patients, contractors, and vendors.

Accesses and/or works with sensitive and/or confidential information.

Exhibit a comprehensive understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Knowledge of Business Office Standards and Recommended Practices.

• Familiarity with interactive learning activities

• Positive attitude and ability to work well with others

• Must be open to change, self-motivated, and goal oriented.

• Excellent communication and presentation skills

• Professional, articulate voice

• Strong organization and time-management skills

• Creative and exceptional problem-solving skills

• Enjoy working in a fast-paced environment while maintaining a professional attitude

• Proficient user knowledge of Windows Office programs (Word, Excel, PowerPoint), and the ability to learn specialized computer applications that are specific to handling job requirements.
• Ability and Willingness to
• • Develop professional working relationships and communicate effectively as a team member
  • Act as an agent, taking calls, chats, and emails, for a short time, as part of the onboarding process.
  • Adapt, inspire and invent ways to accommodate different learning needs
  • Plan, organize and prioritize multiple tasks that need to be completed on a daily basis
  • Maintain confidentiality when working with sensitive and/or confidential information

o Work independently and finish tasks with minimal supervision.

• • Maintain regular attendance
  • Promote company philosophy, mission, and administrative policies to ensure quality of care

Education: Bachelor’s degree or equivalent experience

Qualifications (in addition to the Knowledge, Skills, and Abilities mentioned above)

• One year or more experience working remotely

• Customer Service and/or sales experience, preferably in a contact center environment

• Experience as a Training Facilitator

• Curriculum development experience

• Wired High Speed internet with download speed of at least 100 MBPS and upload speed of at least 20 MBPS

Certifications: N/A

Licenses: N/A

PHYSICAL AND MENTAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

• While performing the duties of this job, the employee is required to stand or sit for extended periods of time, use hands to finger, handle, or feel objects, tools or controls, reach with hands and arms, and talk and hear. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:

Work environment characteristics described here are representative of those that an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

• The mindset and ability to be effective working remotely, including the existence of an appropriate, disruption-free remote workspace

• Noise level in the work environment should be typical for a remote office environment

• Limited travel

Additional Information:

Lifepoint Health is committed to providing Equal Employment Opportunities for all applicants and employees and complies with all applicable laws prohibiting discrimination against any employee or applicant for employment because of color, race, sex, age, religion, national origin, disability, genetic information, gender identity, sexual orientation, veterans' status or any other basis protected by applicable federal, state or local law.