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Training Specialist - Intermediate (Access Center)

📁
Business Professionals
💼
School of Medicine
📅
21000272 Requisition #

Job Summary:

 

Under general supervision, responsible for administering, organizing and conducting training/educational programs in connection with management and promotional development, on-the-job training, and employee orientation.

Job Duties:

 

  1. Daily audit/evaluations of patient phone interactions - providing productive and constructive written feedback to call center agents.
  2. Conduct in person or virtual soft skills training sessions for new and existing employees
  3. Provide in person or virtual one-on-one coaching session to achieve the highest levels of quality patient service
  4. Conduct ongoing training based on business needs.
  5. Create, and maintain training manuals and agendas.
  6. Create and conduct role-playing activities to develop service soft skills.
  7. Participate in departmental and peer collaboration, which may include calibration sessions
  8. Present to leadership any trends or concerns heard when auditing calls, that could impact the overall patient experience, agent performance or present a possible business risk.
  9. Other tasks and duties as assigned by leadership team.

Education:

 

Bachelor's degree in Education, Administration, Human Resources, Public Administration, or related field is required.

Experience:

 

Two (2) years of experience in the field of assignment is required. Training and call center experience is preferred. Bilingual (English/Spanish) is also preferred. 

 

 

UT Health San Antonio is an equal employment opportunity and affirmative action employer.  It is our policy to promote and ensure equal employment opportunity for all individuals without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or veteran status.

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