Contact Center Trainer

Hi. We’re Hummingbird.

We’re elevating patient access so patients can get healthcare how, when, and where they need it. We partner with healthcare systems to transform how patients access care, enabling their providers to focus on what matters most – caring for patients. By managing patient access as a technology-enabled service, we help health systems stabilize costs and improve patient experience while creating good jobs that attract and retain talent in the industry. Our team of experts is obsessed with the connection between the people, processes, and technology that make healthcare organizations hum. Join us and help build the healthcare experience we want for our communities, our families, and ourselves.

Summary

As a Contact Center Trainer at Hummingbird, you will focus on hands-on instruction and continuous support for contact center agents and other contact center staff. Your role will ensure effective use of patient scheduling workflows and effective call handling, contributing to team objectives and outcomes. Additionally, you will emphasize the development of strong customer service skills to enhance the overall patient experience.

Responsibilities

Employment Eligibility: Candidates must be legally authorized to work in the United States without sponsorship.

FLSA Status: Non-exempt

Compensation: Starting at $30.00/hour

Work Location: This position is remote. You must work from a location within the United States with consistent internet service.

Benefits Eligible: Yes

People Manager: No

Training Delivery

• Deliver engaging and informative virtual and in-person training sessions to contact center agents and other contact center staff.

• Use various training methods and tools to ensure all learning styles are accommodated.

• Provide clear and concise instructions to ensure learners understand and can apply new skills and knowledge.

• Emphasize the development of strong customer service soft skills, including empathy, active listening, and effective communication.

End User Support

• Provide ongoing support to end users, assisting with system use and troubleshooting issues.

• Create basic job aids and other learning tools to support end users in their daily tasks.

• Address any questions or concerns from contact center staff regarding workflow processes and system usage.

• Monitor and respond to support requests in a timely and effective manner.

• Offer guidance on best practices for handling patient interactions and resolving issues efficiently.

Training Schedule Coordination

• Maintain the training schedule, ensuring all required participants are enrolled and informed.

• Coordinate with business units to determine necessary training sessions for staff.

• Track attendance and completion rates, ensuring compliance with training requirements.

• Adjust schedules as needed to …