Contact Center Trainer, OHMG Access Center - Downtown Orlando

Position Summary About Orlando Health Medical Group Orlando Health Medical Group is a comprehensive physician group serving patients from across the southeastern United States. With more than 200 practices and 1,200 physicians, Orlando Health Medical Group has a strong representation in over 55 specialties, including cardiology, vascular medicine, orthopedics, oncology, digestive health, neurology, neurosurgery, bariatric surgery, general surgery, bone marrow transplant and critical care medicine, as well as more than 30 pediatric subspecialties, women’s health, primary care and the largest hospitalist program in Florida. Orlando Health Medical Group is part of the Orlando Health system of care, which includes award-winning hospitals and ERs, specialty institutes, urgent care centers, primary care practices and outpatient facilities that span Florida’s east to west coasts and beyond. Collectively, our 27,000+ team members honor our over 100-year legacy by providing professional and compassionate care to the patients, families and communities we serve. Orlando Health is committed to providing you with benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life. We begin your benefits on day one and offer flexibility wherever possible, so that you can be present for your passions. “Orlando Health Is Your Best Place to Work” is not just something we say, it’s our promise to you. Orlando Health Offers Great NEW Competitive Pay and Great Benefits Package that Includes: Medical, Dental, Vision 403(b) Retirement Savings Plan Health Savings Account (HSA) Flexible Spending Account (FSA) Paid Time Off (up to 5 weeks to start) Life Insurance Extended Leave Plan (ELP) Family Care (childcare, elder care, pet care) Paid Parental Leave Pet Insurance Car Insurance Educational Benefits including tuition reimbursement & monthly payments to help pay down any graduated school debt Job Summary Responsible for the facilitation of training for OHMG Patient Access Center’s schedulers and referral agents. This includes new hire onboarding, core skills, customer experience, call flow, technologies, and standardized workflows for multiple service lines. Evaluates the needs and current practices and creates and delivers a training development plan complete with materials, tutorials, instructions, and learning resources such as online modules and guides. Responsibilities Essential Functions Facilitates New Team Member Training program, onboarding, continuous education, and additional training initiatives, as assigned. Confident public speaker and a devoted educator who is up-to-date on the latest tools and resources needed to improve employee training and performance. Continuously monitors Patient Access Center call flow, core skills, and workflows to ensure accurate patient registration, appointment scheduling, and call handling in alignment with established quality assurance expectations. Demonstrates proficiency with core applications and workflows, providing subject matter expertise. Qualifications Education/Training/Experience  Bachelor’s degree in Education or Learning and Development (Preferred)  Associate degree and two (2) years of directly related work experience may substitute for the Bachelor’s degree (in addition to the requirements listed in the Experience section).  Two (2) years previous experience as a trainer, corporate training specialist, or related position.  One (1) year Electronic Medical Record Experience required, (preferably EPIC). Licensure/Certification None. Experience  Two (2) years training experience required.  One (1) year healthcare experience required.  One (1) year Electronic Medical Record (EMR) require. (Preferably EPIC)  Demonstrated proficiency in utilizing Microsoft Office applications.  Effective interpersonal communication and writing skills. Must have a high degree of comfort and ability in communicating and presenting to diverse audiences of various sizes. Essential Functions Facilitates New Team Member Training program, onboarding, continuous education, and additional training initiatives, as assigned. Confident public speaker and a devoted educator who is up-to-date on the latest tools and resources needed to improve employee training and performance. Continuously monitors Patient Access Center call flow, core skills, and workflows to ensure accurate patient registration, appointment scheduling, and call handling in alignment with established quality assurance expectations. Demonstrates proficiency with core applications and workflows, providing subject matter expertise. Education/Training/Experience  Bachelor’s degree in Education or Learning and Development (Preferred)  Associate degree and two (2) years of directly related work experience may substitute for the Bachelor’s degree (in addition to the requirements listed in the Experience section).  Two (2) years previous experience as a trainer, corporate training specialist, or related position.  One (1) year Electronic Medical Record Experience required, (preferably EPIC). Licensure/Certification None. Experience  Two (2) years training experience required.  One (1) year healthcare experience required.  One (1) year Electronic Medical Record (EMR) require. (Preferably EPIC)  Demonstrated proficiency in utilizing Microsoft Office applications.  Effective interpersonal communication and writing skills. Must have a high degree of comfort and ability in communicating and presenting to diverse audiences of various sizes.