Care Center Trainer

Position: Call Center Trainer

Monogram Health is looking for an experienced call center trainer. The position is full-time with excellent benefits and room for advancement.

Candidates must: (a) have experience in Salesforce, (b) have experience in call center training in a healthcare setting and (c) have demonstrated ability to inspire employees and hold them accountable.

Roles and Responsibilities

• Assists with designing and delivering innovative learning solutions that engage the learner across multiple modalities.
• Conducts needs analysis and works with team to identify development opportunities for customer service representatives.
• Establish presence with audience members and facilitate session dynamics to promote engagement consistent with adult-learning best practices.
• Conducts skill coaching for customer service representatives.
• Participates in the delivery of new hire training for care management services and the kidney clinic
• Develop and build relationships through consultation and discovery of needs. Become viewed as a trusted advisor to the customer service representatives.
• Forge strong relationships with key leadership contacts to identify existing and emerging organizational development needs.
• Researches and establishes relationships with relevant key stakeholders to customize coaching for customer service representatives.
• Participates in observations and listening sessions to evaluate if customer service representatives are applying training.
• Provides feedback t leadership on learner behaviors, outcomes and needs.
• Oversees and supports training logistics (schedule/calendar, sign-in, attendance documentation etc.)
• Maintains training requirement documents
• Works closely with support administrator as needed for inputting training attendance/logistics

Position Requirements

• Bachelor's Degree (Preferred) and 2+ years of experience delivering development programs, leadership forums, and/or facilitating experiential learning activities across a diverse audience.
• Strong oral and written communication skills.
• Self-driven with proven ability to work independently and in a collaborative environment.
• Experience effectively multi-tasking learning needs of different learners.
• Must be proficient in Salesforce, Google Docs, Sheets and Slides. Any e-learning platform experience is a plus!
• Passion for developing others.
• Highly collaborative and comfortable navigating organization dynamics.
• Salesforce platform experience. CRM or Sales Cloud 360
• Change Management process experience.

Benefits

• Opportunity to work in a dynamic, fast-paced and innovative value-based provider organization that is transforming the delivery of kidney care

• Competitive salary and opportunity to participate in the company's bonus program

• Comprehensive medical, dental, vision and life insurance

• Flexible paid leave and vacation policy

• 401(k) plan with matching contributions

About Monogram Health

Monogram Health is a next-generation, value-based chronic condition risk provider serving patients living with chronic kidney and end-stage renal disease and their related metabolic disorders. Monogram seeks to fill systemic gaps and transform the way nephrology, primary care and chronic condition treatment are delivered. Monogram's innovative, in-home approach utilizes a national nephrology practice powered by a suite of technology-enabled clinical services, including case and disease management, utilization management and review, and medication therapy management services that improve health outcomes while lowering medical costs across the healthcare continuum. By focusing on increasing access to evidence-based care pathways and addressing social determinants of health, Monogram has emerged as an industry leader in championing greater health equity and improving health outcomes for individuals with chronic kidney and end-stage renal disease.

At Monogram Health we believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.

Education

• High School or better