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Company: VITAS
Location: Miramar
Posted on: March 18, 2023

Job Description:

Job Description

  • Supports the training and compliance for the department policies and procedures within the Intake and Telecare Call Centers.
  • 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 that 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
  • Encourage and facilitate assimilation into VITAS throughout the 90 day orientation process
  • Serve as a role model for the Sr. Admissions Coordinators and orientees, and facilitates on-going communication with both roles.
  • 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.
  • Monitor inbound/outbound phone calls and record observations utilizing quality review form for Intake and/or Telecare team members.
  • Attend State of the Call Center meetings when directed.
  • Offer workable solutions and brainstorm ideas regarding training, education, and quality, and acknowledgement opportunities for the Intake and/or Telecare operations. -
  • Participate in Quality Assurance meetings and calibration sessions as directed. QUALIFICATIONS
    • Minimum two years prior relevant training experience
    • 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.
    • Acknowledges and appreciates each team member's contributions.
    • Experience in conducting effective progress evaluations in a timely manner.
    • Strong ability to work effectively with Senior Level Management team members. EDUCATION
      • High School diploma or equivalent required.
      • Two years college or two years of training and/or quality experience preferred. SPECIAL INSTRUCTIONS TO CANDIDATES
        • EOE/AA M/F/D/V About Us VITAS - Healthcare is the nation's leading provider of end-of-life care, and has the resources and expertise to support your personal and professional growth. -As a member of the VITAS team, you'll find fulfillment working for a people-focused organization dedicated to making a difference in the lives of others. You will be more than just an employee: You will be counted on as an expert in your field, and as a valued team member whose efforts are respected and vital to our hospice mission.

          All VITAS employees commit to fulfilling their duties and responsibilities with the highest regard for professionalism, collaboration and teamwork, and an eye focused constantly on growth and improvement. We serve with commitment and compassion, and position ourselves for the future by embracing, innovating, and leading change. If you are that person, make your voice heard-find your purpose at VITAS today. Benefits Include: - Competitive compensation -- Health, dental, vision, life and disability insurance- Pre-tax healthcare and dependent care flexible spending accounts- Life insurance- 401(k) plan with numerous investment options and generous company match- Cancer and/or critical illness benefit- Tuition Reimbursement- Paid Time Off- Employee Assistance Program- Legal Insurance- Roadside Assistance- Affinity Program Many of our positions offer the opportunity to work -day or night shifts, weekdays or weekends. Choose a Career with VITAS

Keywords: VITAS, Hollywood , Trainer, Human Resources , Miramar, Florida

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