Call Center Trainer – Tampa, FL

Job Title: Call Center Trainer                  

Exempt Status: Exempt

Location: Tampa, FL

 

Episource, with over 3,000 employees worldwide, is a leading provider of risk adjustment services and solutions for health plans.  Our services help Medicare Advantage, Commercial/Exchange, and Medicaid managed care plans improve and support accurate reimbursement in a post-Affordable Care Act market. Our services include retrospective chart reviews, medical record retrieval, HEDIS/ACO quality reporting, and data analytics, allowing payers and providers to dramatically reduce costs and improve quality of care.

Job Summary:

The Call Center Trainer includes but is not limited to developing and conducting training programs for newly hired as well as current employees. This role will be responsible for analyzing training needs, developing curriculum, delivering course content and reporting results.  Actively monitor and evaluate the trainee for effectiveness of training and individual employee growth. The Call Center Trainer is required to collaborate with leadership to identify process and work with managers to enhance employee performance opportunities when necessary.

Responsibilities:

  • Develops, implements and delivers training programs for multiple call center divisions and projects.
  • Documents procedures for call center divisions and updates accordingly.
  • Tests trainees to measure progress and to evaluate protocol understanding.
  • Reports on progress of employees under guidance during training periods and periodical evaluation.
  • Reviews, updates, prepares and action all aspects of learning logistics to include classroom materials, administrative documents, surveys and learning systems.
  • Continually evaluates training progress and training procedures to monitor and analyze course effectiveness and update curriculum as needed.
  • Prepares and distributes training aids such as instructional materials, handouts, evaluation forms and visual aids.
  • Provide statistical and performance feedback and coaching on a regular basis
  • Collaborate with training and quality assurance divisions to make operational improvements.
  • Ensure employees have appropriate training and other resources to perform their jobs.
  • Mentors and develops individuals who are assigned to support with training.
  • Requires an individual to maintain the ability to work in an environment with PHI / PII data.
  • May be assigned other duties.
  • Must maintain compliance with all company policies and procedures.

Additional Responsibilities:

  • Must be able to work under pressure and meet deadlines, while maintain a positive attitude and providing exemplary customer service.
  • Ability to work independently and in teams to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
  • This position is based in Tampa, FL and may require travel domestic/international.

Education / Requirements:

  • Associate’s degree in related field, but experience and/or other training/certification may be substituted for the education
  • Bachelor’s Degree in related field is preferred.
  • Two years’ experience in training disciplines.
  • Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
  • Excellent computer proficiency (MS Office-Word, Excel, Outlook)
  • Demonstrates the core competencies of communication, consultation, ethical practice, and critical evaluation.
  • Knowledge of industry best practices.

PHYSICAL REQUIREMENTS:

  • Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting productivity standards.
  • Must be able to lift and carry up to 20 lbs.

EEO POLICY STATEMENT:

Episource, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Episource, LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

Episource, LLC expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Episource, LLC employees to perform their expected job duties is absolutely not tolerated.