Contact Center Training Manager

  • 99 Troy Rd, East Greenbush, NY 12061, USA
  • Full-time

Company Description

HealthHelp - A WNS Company (www.HealthHelp.com), is the leader in the field of healthcare utilization & care management. We have gained this position by actively working to change out-of-date practices with a collaborative, non-denial based approach. Our methodology helps payors achieve a higher return on investment, gives providers education programs that better inform physicians, and ensures quality and safety for the patients needing treatment.

HealthHelp’s innovative approach and strong IT capability in specialty benefits management means that staff will move healthcare forward when provided with evidence-based solutions and second opinions. HealthHelp's staff is comprised of healthcare professionals who make a difference every day. HealthHelp has a desire to fill their company with talented and innovative people who want a career path filled with success and personal growth.

Our specialty benefits management services are broad and include, Cardiology, Oncology, Radiology, Radiation Therapy, Sleep Care, and Musculoskeletal Care. HealthHelp has two locations in Houston, one a corporate office and the second a state-of-the art contact center. HealthHelp is also proud to have another such contact center in Albany, New York.

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 44,000+ Professionals serve across 60 delivery centers in 16 countries worldwide.

Job Description

Develops and implements training programs that support the organization’s clinical programs, client-specific business requirements, and mission

Oversees and coordinates training with team

Provides supervision, motivation, coaching, and development of training team

Assess workload and makes recommendations to ensure team staffing levels are properly aligned with demand

Evaluates the performance of each team member to ensure content development and delivery meet established standards

Maintains working knowledge of industry trends

Maintains working knowledge of educational content development tools and training methods

Enhances and updates course materials and training manuals to meet specific training needs

Produces efficient and effective training programs to accommodate virtual and premise-based delivery models

Maintains a thorough understanding of company processes and policy requirements for new and existing clients

Leads special projects for as necessary to achieve departmental objectives

Partners with various departments to ensure new program content is properly tailored for Clinical Intake Team

Collaborates with Nurse QA, Educators and Operations to identify and address clinical intake training opportunities

Partners with Ops Data Analysts to develop data-driven/actionable reports designed to affirm and improve training effectiveness

Partners with Workforce Management to ensure training needs are met while achieving service-level targets

Regularly reviews policy and process changes impacting training documentation to ensure alignment with operational practices

Qualifications

Required: Bachelor's degree in Business - Organizational Development, Industrial Relations, or Human Resource Management or equivalent experience

At least five years of professional training/development experience.

Experience developing computer based training programs preferred.

Superior communication, presentation and organizational skills.

Strong knowledge of adult learning best practices.

Excellent customer service and relationship building skills.

Solid proficiency with Microsoft PowerPoint and Word; experience with Articulate, Captivate or another e-learning software.

Ability to work with staff using multiple training techniques and styles required

Additional Information

This position will either be located in Albany, NY or Houston, TX.