Training Analyst

 UHealthSolutions is looking for candidates who have experience in developing and delivering training materials in a call center environment and/or experience working in a healthcare environment. In addition, candidates should be able to evaluate the effectiveness of training materials, report on results and evaluate the quality process to identify trends and training gaps.

 

Position Summary:

Under the general direction of the UHealthSolutions’ Manager of Quality, Training, and Workforce Management, the Training Analyst is responsible for monitoring and improving the level of quality provided throughout the organization.  This position requires advanced responsibility and leadership qualities to model and influence the behavior of the Contact Center staff, as well as independent initiative to identify and lead quality initiatives producing tangible outcomes that demonstrate improvements in quality and training. 

 

Primary Responsibilities:

 

• Develop and implement ongoing training programs that encompass new hire orientation, ongoing staff development and spot training to address specific needs
• Deliver training to individuals and groups; solicit feedback regarding the training to continually improve the format, delivery and content
• Develop and analyze quality metrics to identify targeted areas for quality improvement initiatives and drive the process to produce desired results
• Monitor and evaluate contact center transactions and provide clear, concise, actionable feedback on performance to Supervisory staff
• Monitor and evaluate off phone activities including, but not limited to: documentation processing, claims reconciliation activities, billing activities
• Monitor staff activities side-by-side and provide real-time feedback / mentoring
• Provide individual coaching to staff as required
• Review operational policies and procedures in order to ensure consistency and compliance with applicable contracts, regulations and directives from management
• Routinely report to the management team on the overall quality of services delivered and the actions being taken to maintain / improve quality
• Provide support to supervisory and management staff as needed; this may include, but not be limited to: providing coverage for the Contact Center staff for escalated issues, participating in client visits/meetings and implementation of new programs/services
• Take an active role in pursuing information regarding best practices in training and quality management
• Contribute to the implementation of new programs/projects through development and delivery of training materials, development of quality management initiatives and mentoring of staff
• Participate in / lead sessions with staff and supervisors to evaluate transactions as a team and ensure consistency in the desired outcomes
• Identify and address areas for improvement throughout the operation
• Maintain effective verbal and written communication between various levels of staff and management
• Provide on-the-job training and support for other staff members as required
• Actively identify and lead quality control/quality improvement initiatives
• Attend and participate in meetings and training as directed
• Maintain the confidentiality of all business documents and correspondence according to HIPAA, corporate, and program guidelines
• Comply with established departmental policies, procedures and objectives
• Comply with all health and safety regulations and requirements

 

Supervision Received:

Reports to Manager of Quality, Training, and Workforce Management

 

Supervision Exercised:

Although this position has no staff reporting directly to it, the Quality Assurance and Training Analyst is responsible for directing the activities and evaluating the proficiency of Member Services Representatives while in training. This position is also responsible for making the determination as to whether or not a new employee has demonstrated sufficient proficiency to pass training and begin handling calls in the production environment.

 

Position Qualifications:

 

• Bachelor’s degree or comparable additional work experience
• Must speak, read and write English fluently
• Bi-lingual proficiency preferred (Spanish/English)
• Must have at least 2 years of information and referral experience in a healthcare related contact center (additional education and / or certifications may be considered in place of experience)
• Must have at least 2 years of previous experience in either instructional design, quality management, supervision or training in a Contact Center setting

 

Skills:

 

• Exceptional customer service skills
• Sound judgment and discretion
• Ability to directly improve the overall quality of work produced within the Contact Center
• Ability to form positive, constructive relationships with managers, supervisors and frontline staff
• Ability to create and deliver effective training programs
• Ability to proactively identify quality improvement needs and initiate measurable action
• Ability to communicate clearly and effectively verbally and in writing
• Ability to thoroughly comprehend subject matter and systems used during completion of contact center tasks
• Computer Literacy including basic proficiency with Internet Browsers, Microsoft Outlook, Word, and Excel
• Ability to independently manage workload and ensure that standards are met
• Analytical abilities and strong attention to detail

 

 Interested applicants can apply at www.UHealthSolutions.org

 

The above statements are intended to describe the general nature and level of work being performed.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.  UHS reserves the right to modify position duties at any time, due to business necessity. 

UHealthSolutions is an equal opportunity employer and encourages applications from individuals with varied experiences and backgrounds

 

UHealthSolutions is a Tobacco-Free Workplace