• Customer Service Training Manager

    Location US-CA-Los Angeles
    Job ID
    2018-6861
    Category
    Customer Service
  • Overview

    Under the direction of the Director, Voice of the Customer, the Customer Service Training Manager is responsible for developing, deploying, and assessing the customer service training approach for AltaMed Health Services. The responsibilities of the specialist also includes completion of training needs assessments, design/development and implementation of training modules, preparation/creation of materials and evaluations, coordination of training programs, facilitation of trainings and meetings, analysis of the customer service training approach, continuous improvement efforts related to customer service training, and management of staff trainers.

    Responsibilities

    1. In collaboration with the Director, Voice of the Customer and VP, Patient Experience, strategize on how to best develop, deploy, and monitor the customer service training approach across AltaMed’s lines of business (Dental, Medical, PACE, and IPA).
    2. Develop and design training lesson plans/modules, manuals and materials such as educational films, PowerPoint presentations and/or visual aids by researching material, designing interactive training material and/or adapting existing materials to address assessed needs.
    3. Develop and deliver classroom based training, group facilitation and e-learning.
    4. Collaborate with subject matter experts to design instructional content including online courses, reference guides, and instructor-led training sessions.
    5. Develop, implement, continuously monitor and evaluate lessons learned on training methodology for analysis and assessment of training effectiveness.
    6. Develop blended learning programs and content based on proven adult learning techniques using appropriate design, content, and technologies.
    7. Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum effectiveness of training.
    8. Identify opportunities to enhance training materials, approach and learning aids to increase patient satisfaction and improvement customer service.
    9. Support larger, complex and broader scope training initiatives.
    10. Analyze data to suggest improvements for training, operations, and meeting production deadlines.
    11. Monitor and track attendance and provide necessary reports to management.
    12. Drive and ensure best practices standardization across all projects and content.
    13. Prepare and coordinate presentations, material preparation and ensuring meeting room is set up.
    14. Coordinate announcements, agenda and reminders to management and trainees on training assignments as needed.
    15. Train, support, and manage a team of customer service trainers, who will be responsible for deploying customer service training across the enterprise.
    16. Support other disciplines within the Patient Experience Department
    17. Perform other related duties as assigned.

    Qualifications

    1. Graduation from an accredited college or university with courses in educational methods, personnel administration, applied psychology, or English (Master’s degree preferred).
    2. A minimum of 4-6 years successful experience in the delivery of training programs, preferably in healthcare organizations.

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