Care Connection Center Clinical Trainer; Hospice- Phoenix, AZ

The VITAS Healthcare CCC Clinical Trainer is responsible for facilitating and supporting the training, education and on-going development of PCC s, LPN s, RN s within their initial 90 days of employment and beyond. They are responsible to create and maintain documents used for training, develop roll-out training, monthly education offerings, and any 1:1 re-training as needed.

• Supports the training and compliance for the department policies and procedures within the Telecare Call Centers.
• Ensures all clinical standards are within current nursing practice and VITAS standards.
• Monitors both incoming and outbound calls for agents within their initial 90 days with VITAS.
• Facilitate and promote training, education, and on-going development of new and existing employees.
• Ensure new hire employee skill sets and competencies are present and achieved during the initial new hire training and education.
• Facilitate daily group discussions, group training, and one-on-one instruction.
• Monitor new agent calls and data processing during the new hire period, pre and post formal training and education, to ensure on-going call handling improvement, the integrity of the data collection, and superior customer service is being delivered.
• Provide on-going agent support, coaching, guidance, and positive/constructive feedback throughout the new hire training process.
• Document and evaluate the orientation process using the tools provided.
• Ensure the completion of all required competencies on a daily and weekly basis
• Provide clinical training, within the scope of an RN license to include role of LPN and administrative staff for telephonic triaging, assessment, interventions, plan of care, follow up, and documentation
• Encourage and facilitate assimilation into VITAS throughout the 90 day orientation process
• Provide feedback on challenges and/or enhancement ideas to the GM and Training Manager on the training, education, and orientation process and supporting materials
• Assist in the development and management of training materials.
• Attend State of the Call Center meetings when directed.
• Provide workable solutions and ideas regarding training, education, and quality, and acknowledgement opportunities for the Telecare operations.
• Participate in quality assurance meetings and calibration sessions as directed.

• Minimum two years prior relevant training experience
• Minimum two years of clinical RN experience required.
• Proven track record of meeting project deadlines and schedules.
• Excellent written, oral and interpersonal communication skills
• Experienced in effectively facilitating training sessions.
• Proficient in delivering informative, well-organized presentations.
• Ability to communicate difficult/sensitive information tactfully.
• Skilled in identifying critical issues.
• Creative/critical thinking skills to solve complex training and quality needs.
• Strong ability to train new and existing team members.
• Support the process of innovative change.
• Facilitates effective team interaction.
• Experience in conducting effective progress evaluations in a timely manner.
• Strong ability to work effectively with senior level management team members.

• Associates degree in Nursing from an accredited college or university or the international equivalent required.
• Active Registered Nursing (RN) license required.

• EOE/AA M/F/D/V