Overview Looking to be part of something more meaningful? At HonorHealth, you’ll be part of a team, creating a multi-dimensional care experience for our patients. You’ll have opportunities to make a difference. From our Ambassador Movement to our robust training and development programs, you can select where and how you want to make an impact. HonorHealth offers a diverse benefits portfolio for our full-time and part-time team members designed to help you and your family live your best lives. Visit honorhealth.com/benefits to learn more. Join us. Let’s go beyond expectations and transform healthcare together. HonorHealth is one of Arizona’s largest nonprofit healthcare systems, serving a population of five million people in the greater Phoenix metropolitan area. The comprehensive network encompasses six acute-care hospitals, an extensive medical group with primary, specialty and urgent care services, a cancer care network, outpatient surgery centers, clinical research, medical education, a foundation, an accountable care organization, community services and more. With nearly 15,000 team members, 3,700 affiliated providers and close to 2,000 volunteers dedicated to providing high quality care, HonorHealth strives to go beyond the expectations of a traditional healthcare system to improve the health and well-being of communities across Arizona. Learn more at HonorHealth.com. This position will work as part of a collaborative team to provide training to new and experienced staff in a growing department. Responsibilities Job Summary The Trainer, Workforce Development maximizes call center coordinators effectiveness by ensuring coordinators have thorough knowledge of products, services and can effectively use closing skills, troubleshoot, resolve problems, provide core services and provide positive customer experience to existing and potential customer base. The person in this role will have a thorough understanding of competition within industry. Will have deep understanding of Epic, My Chart, Chat Bot, CRM marketing tools and Telephony System, technical support and new product development and launches. Create, plan, conduct, coordinate and implement a comprehensive training program and materials for staff. Contributor to staff member centralized knowledge base. Training components will be geared toward new hires, existing staff and individuals who seek one-on-one assistance. Prepare new coordinators by conducting orientation to sales and service processes; developing individual coaching plans; providing resources and assistance; scheduling orientation and ongoing training. Provider feedback to operations managers for performance evaluations. Determine training needs by observing sales and service encounters; quality control on omni-channel encounters, studying sales, technical, service and customer experience results reports; conferring with management. Develop individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources. Improve training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions. Supports training financial objectives by recommending budget items; controlling costs; Recommends to insource or outsource educational opportunities to meet operational and financial objectives Performs other duties as assigned. Qualifications Education Bachelor's Degree in Education, Instructional Design or related field or 4 years of related experience Required Experience 2 years of training experience in a call/contact Healthcare environment or related field Required