Scheduling Training Manager – Contact/Call Center

Overview

Duly Health and Care works to understand what matters most to you. We recruit and retain team members who share a relentless passion and pride for helping others live happier and healthier lives. We invest in helping our team members develop their talents in a way that is rich in personal meaning. We invite you to join us, fulfill your purpose and make your mark!

Benefits: 

• Comprehensive medical and prescription drug benefits that include medical coverage at 100% (after deductible) when utilizing a Duly provider.
• $5,250 Tuition Reimbursement per year.
• 40 hours paid volunteer time off.
• A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact
• 12 Weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members.
• 401(k) Match
• Profit-sharing program

The Scheduling Training Manager is responsible for coordinating new hire onboarding, training, continuing education, retraining and organizational policy creation for Call Center (CNT, Scheduling, Customer Service). This role is responsible for the organization of training materials/documents and onshore, offshore, on-site training and remote on-going training. The manager will prioritize knowledge transfer, process improvements, improving patient accessibility and reducing patient complaints through better education. The training manager will own all training out put, and partner closely with other call center leaders for shared success.

Responsibilities

Process/Training Development (80% of the time): 

• Responsible for the training process and creation for new call center staff hires. Responsible for the ongoing training and development of all call center trainers’ staff to improve competencies and standard workflow.
• Develops and oversees training course materials and ensure training materials are up to date. Assemble and updates New Hire handbooks/materials alongside call center trainers.
• Leads weekly/monthly training quality control activities to ensure accuracy and excellence in patient care. Distributes feedback to staff in timely manner. (Both with Duly, and Vendor staff)
• Circulates throughout all training classes both on-site and virtual to observe and/or retrain high and low performing trainers.
• Develop patient focused Duly training policy and standard of work practices to be shared and implemented organizationally.
• Coordinates with data analytics to create new reports, analyze data trends and make recommendations to key stakeholders based on standard training metrics, with a focus on continuous improvement.
• Other duties as assigned.

Training Team Development (20% of the time)

• Hires and onboards new training team members
• Coordinates with talent acquisition, HR, and organizational leaders as needed for staff development opportunities and onboarding items.
• Monitors training team member productivity and effectiveness.

Qualifications

EDUCATION:

• Bachelor’s degree in healthcare administration, business or a related field preferred.

EXPERIENCE:

• Five or more years of experience in a call center setting required.
• Previous leadership experience preferred.
• Must be able to create and maintain training material.

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