Navigation Center QA and Operations Trainer; Hybrid

Overview

The CH Navigation Center Operations Trainer is responsible for training new and existing department employees and the oversight of quality assurance. In collaboration with the department leaders, the CH Navigation Center Operations Trainer will assess departmental needs, assist in the development of materials and facilitate training, in a variety of settings, i.e. monthly staff meetings, small group setting, virtually or one-on-one.

The CH Navigation Center Operations Trainer will assist with the development of department standard operating procedures and will ensure educational materials are kept up to date and are stored in a manner accessible to department employees. The Trainer will conduct call monitoring to ensure exceptional customer service and adherence to policies and procedures.

This position is considered Hybrid, which means that individuals in this position may work both at an approved Offsite location and Onsite at a primary location or multiple locations based on Business Needs.

Essential Functions:

• Create educational materials appropriate to positions.
• Implement and facilitate training programs for all new and existing employees utilizing Navigation Center software.
• Design and implement skill-based competencies to be used within the CH Navigation Center to assist with identifying improvement opportunities.
• Develop and provide refresher trainings to staff members and/or department as needed. Effectively communicate verbally and in writing complex information in a manner that is easy to understand and learn.
• Adapt training materials and methodology based on the training group size method (in-person or virtual). Demonstrate a comprehensive knowledge of Central Health's Navigation Center's policies and procedures.
• Conduct call monitoring and provide feedback to department leaders.
• In conjunction with Department Leaders create reports to monitor the effectiveness of training and identify areas needing re-training.

Minimum Education:

• High School Diploma. Required

Minimum Experience:

• 5 years of related experience. Required