DescriptionUnder the direction of the UCLA Health Access Organization Training manager, the Trainer will be responsible for the orientation and training of new team members, and the ongoing training of all PCC employees in relation to customer service, department systems and processes. The trainer, in collaboration with the management team, is to develop training and resources to improve processes and reduce or eliminate errors. A dynamic and experienced Trainer who has a strong background in developing, conducting and analyzing training programs tailored for adult learners. This role is critical in ensuring that our call center staff is equipped with the necessary skills and knowledge to provide exceptional service to our patients and clients.Salary Range: $68,800-$141,000QualificationsRequired:
Bachelor's degree in Education, Healthcare Administration, Human Resources, or a related field.
Minimum of 3-5 years of experience in training and development, preferably in a healthcare or call center environment.
Strong understanding of adult learning principles and best practices in training program development and delivery.
Excellent presentation, communication, and interpersonal skills.
Proficiency in using training software and tools.
Ability to analyze data and metrics to assess training effectiveness and make data-driven decisions.
Detail-oriented with strong organizational skills.
Skill in preparing and facilitating classroom training sessions using adult learning techniques and methodologies for a variety of topics in various traditional and non-traditional environments for small or large audiences. Two or more years of experience required.
Ability to problem-solve with other members of the Patient Communication Center team and to effect change toward improvement of services.
Demonstrated presentation / training skills; able to speak clearly and professionally while using appropriate vocabulary and grammar.
Demonstrated written communication skills; able to write clear and concise training materials, presentations, lesson plans, and other written correspondence
Demonstrated ability to work as part of a team while functioning independently, maintaining confidentiality in all assignments, and showing initiative in identifying and solving problems as they occur.
Demonstrated ability to maintain composure when confronted by difficult situations and to respond professionally.
Possesses strong customer service skills to promote pleasant and effective interactions with patients, staff, and doctors.
Demonstrated ability to creatively integrate competing demands of a multidisciplinary setting into a productive working environment.
Skill to organize workflow to accomplish established objectives.
Ability to establish cooperative working relationships with administrators, physicians, peers, and the public.
Skill in recognizing an emergency or high priority situation and taking appropriate and immediate action.
Advanced organizational skills to ensure a workable, efficient office.
Strong interpersonal skills; ability to effectively train in both individual and group settings.
Experience with various computer software and hardware including word-processing, knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and the Internet.
Typing skills to prepare forms and correspondence with speed and accuracy.
Travel to various locations for inservices, trainings, and/or seminars
Preferred:
Working knowledge of clinical front desk operations that includes customer service and interpersonal relationships with physicians, patients, patient registration, appointment scheduling, managed care process, contracting process and revenue cycle process.
Knowledge of UCLA systems is strongly preferred
General knowledge of medical procedures and terminology.
Certification in Training and Development (e.g., ATD, CPTM).
Experience with e-learning platforms and virtual training delivery.
Knowledge of healthcare regulations and compliance standards.
UCLA Health welcomes all individuals, without regard to race, sex, sexual orientation, gender identity, religion, national origin or disabilities, and we proudly look to each person’s unique achievements and experiences to further set us apart.