Contact Center Training Team Lead
OVD Access Shared Services Job Summary The Contact Center Training Team Lead is part of the Shared Services Team by supporting and coordinating the daily activities of training and development professionals. The training lead uses skills of instructional design and multimedia development as an accomplished professional to support a team of trainers and quality assurance coordinators to include:
* Shapes curriculum content into coherent instructional modules that employ multimedia and a variety of interactive experiences..
* Demonstrates a high degree of collaboration and diplomacy as well as problem analysis and creative solutions skills. Solves complex content or delivery related issues in collaboration with both leadership as well as technical teams. Interacts with senior internal and external personnel.
* Ensures quality development of competence in the following areas: existing or new department workflows, the use of clinical and business information systems and other computer software applications for the Contact Center.
The team lead will also lead the creation and validation of training tools which support the education of Contact Center staff, and in measuring staff competency as well as effectiveness of the training program. S/he (they) will also create and implement a skills review program to support staff quality assurance in the Contact Center.
This position will report to the Contact Center Training Supervisor. S/he (they) works with Administrative and Clinical leadership across Ambulatory Services to create and disseminate tool kits for implementation in the practices as common solutions emerge. Responsible for completing monthly quality checks for Contact Center staff and conducting retraining on standard work as needed. Ability to travel to all UCSF Health locations is required.
Uses advanced technical expertise, professional training and development concepts and organization objectives to resolve complex training issues and needs assessment initiatives. Works on highly complex performance and /or training issues, where analysis of situations requires an in-depth evaluation and understanding of organization strategies and business objectives. Exercises judgment in selecting methods and techniques for performance improvement. Serves as "lead" trainer and subject matter expert to develop training staff personnel. The final salary and offer components are subject to additional approvals based on UC policy. Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement. The salary range for this position is $84,400 - $180,000 (Annual Rate). To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html Department Description The UCSF Contact Center is an integrated team that supports both patient and provider requests for access to care at UCSF Health. Administrative functions include 1) appointment scheduling, 2) referral intake, review and processing,3) coordinating any other administrative or clinical patient call-based requests to support effective care delivery. The Contact Center team supports the organization's goal to be the #1 Health System in Northern California in health care value, patient experience, and employee engagement by ensuring our ambulatory clinics provide timely access to care for our patients. We strive to provide care when, where and how our patients need it. The team works closely with practices to support improvement efforts and with various departments across the organization (e.g. marketing, IT) to set strategic goals and develop innovative patient care access solutions.
The UCSF Health Contact Center - Shared Services Team supports Patient Care Access by providing training and quality assurance to agents, sourcing and delivering workforce management solutions, managing telecommunications / IT, and coordinating data analytics for process improvement. The team provides a high level of customer service to the UCSF Health Contact Center. Responsibilities include adherence to Contact Center best practices, execution of service level agreements, and support of onboarding and continuous improvement objectives. Required Qualifications
- Bachelor's degree in related area and / or equivalent combination of experience / training.
- 5 to 7 years of related training experience
- Demonstrated ability to prioritize effectively and meet deadlines.
- Ability to maintain effective working relationships, foster collaboration and address and resolve conflict.
- Ability to effectively organize department operations and identify process improvement opportunities.
- Strong user of business software. Strong knowledge of eLearning techniques, learning software and technology. Advanced skills in MS Office suite of applications (Word, Excel, etc.)
- Advanced analytical skills to conduct analysis and develop recommendations, demonstrating organization and problem-solving skills.
- Advanced knowledge of functional area and advanced understanding of how work impacts other areas in human resources and the organization.
- Advanced knowledge of training and delivery methodologies, organizational diagnosis, organization and business strategies.
- Advanced verbal, written and interpersonal communication skills and advanced presentation skills to effectively communicate through all mediums and across all groups
- Advanced skills in planning, resourcing and monitoring effective training delivery.
- Advanced knowledge of training and development, performance management and workplace learning. Ability to apply knowledge to achieve successful organizational outcomes.
Preferred Qualifications
- Master's degree in Education or related field
- Apex Ambulatory or Cadence Certification
- LEAN Certification
- Advanced knowledge of organizational policies and procedures.
- Demonstrated leadership skills with the ability to train and guide trainers on educational and eLearning techniques.
About UCSF At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what's possible for the patients we serve - a promise we share with the professionals who make up our team.
Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report - UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents. Pride Values UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.
In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu
Join us to find a rewarding career contributing to improving healthcare worldwide. Equal Employment Opportunity At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what's possible for the patients we serve - a promise we share with the professionals who make up our team.
Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report - UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents. Job Code and Payroll Title 004164 TRAINER 4 Job Category Education, Professional (Non-Clinical) Bargaining Unit 99 - Policy-Covered (No Bargaining Unit) Location Various Work Sites Additional Shift Details Monday - Friday |
University of California - San Francisco Campus and Health
Oct 08, 2024