Contact Center Training Coordinator

The Opportunity:

As we continue to expand and transform the primary care experience, we’re looking for energetic and passionate leaders to manage the people, processes, and technology that make One Medical unique. As a Centralized Support Knowledge Management & Training Specialist, you’ll be responsible for helping us meet our One Medical patient promises of outstanding quality of care, access, and truly patient-centered experiences at an affordable cost. You’ll execute our mission of delivering high-quality care and service using The One Medical Performance System (TOPS). Specifically, you’ll help to develop process standards and ensure quality interactions with members using CI-CARE  (a framework containing the key elements of a great interaction and effective communication that we use with patients and each other),and develop feedback and coach our operations specialists  to ensure One Medical is a great experience for both patients and team members. 

You are a strong and innovative problem-solver, who is driven to create efficient workflows and cultivate cohesive processes and policies. You are self-aware, a continual learner, and focus on quality interactions. You have mastered the art of customer-service, administrative work and helping a team or your peers, especially through times of change.  You are currently looking for your next opportunity that has an emphasis on delivering results, driving engagement and all things content and training management at an organization that is transforming healthcare. If this sounds like you, we would love to connect.

What You'll Likely Work On:

• Build and maintain our operational processes and workflows for patient care leveraging CICARE (a framework containing the key elements of a great interaction and effective communication that we use with patients and each other), use lean principles to meet our patients needs
• Participate in on-boarding, performance feedback, training & skills coaching for our operational specialists
• Ensure patient care teams are supported by participating in active daily management, coaching, training and team development. 
• Engage patient care support teams to solution problems, escalate systemic and workflow process issues in huddles and hosting/ facilitating other meetings as necessary
• Support projects and initiatives as process experts and the voice of the operational specialist
• Develop project objectives for use in strategic problem solving and help to manage projects across our member support team to help with performance and bring efficiency and better productivity 
• Assist with the design and facilitation of our nesting training program for our new hires and ensure quality interactions for our patients
• Planning, drafting and publishing communications suited for audiences at all levels
• Support change management initiatives by participating in impact analysis, training and skill building, implementation support, engagement and communication

What you’ll need:

• 1+ years relevant experience managing and developing training content, with at least 1 year in training customer or patient facing support teams in a high-volume contact center setting
• Strong written and verbal communication skills 
• Proven ability to foster strong, collaborative environment and  ensure a supportive and engaged experience for our operational specialists
• Experience developing process workflows and standard operating procedure  
• Experience developing communications for end users
• Experience in training customer or patient facing support teams
• Demonstrated ability to assist with performance trending and developing feedback loops
• Experience in healthcare, particularly in collaboration with clinicians, is highly desirable
• Experience with RingCentral / Nice-InContact a plus
• Familiarity with G Suite and Electronic Health Record systems are a plus

Benefits designed to aid your health and wellness:

Taking care of you today

• Paid sabbatical after 5 and 10 years
• Employee Assistance Program - Free confidential advice for team members who need help with stress, anxiety, financial planning, and legal issues
• Competitive Medical, Dental, and Vision plans
• Free One Medical memberships for yourself, your friends and family
• Pre-Tax commuter benefits
• PTO cash outs - Option to cash out up to 40 accrued hours per year

Protecting your future for you and your family

• 401K match
• Credit towards emergency childcare
• Extra contributions toward maternity and paternity leave
• Paid Life Insurance - One Medical pays 100% of the cost of Basic Life Insurance
• Disability insurance - One Medical pays 100% of the cost of Short Term and Long Term Disability Insurance

This is a full-time hourly position located in Phoenix, AZ
Salary: $20.50/hr