"Contact Center Trainer"

Uses skills as a seasoned, experienced training and development professional to resolve a wide range of training issues and needs assessments. Develops new training programs, and works on complex training courses of diverse scope. Demonstrates good judgment in selecting methods and techniques for delivering training, development and quality assurance programs. The Training and Quality Assurance Coordinator is responsible for delivering end-user training to new and current UCSF Health Contact Center staff (and practice staff upon department request). The focus will be to develop competence in the following areas: existing or new department workflows, the use of clinical and business information systems and other computer software applications for the UCSF Health Contact Center. S/he will also assist in the creation and validation of training tools which support the education of Contact Center staff, and in measuring staff competency as well as effectiveness of the training and QA program. S/he will create and maintain a customer service program focused on the consistent delivery of high touch interactions with patients, families and referring offices to improve the referring provider and patient experience. S/he will also create and implement a skills and professional development program to support staff growth in the Contact Center. This position will report to the Training & Quality Assurance Supervisor within the UCSF Health Contact Center - Shared Services Team. Works with Administrative and Clinical leadership across Ambulatory Services to create and disseminate tool kits for implementation in the practices as common solutions emerge. Responsible for completing monthly quality checks for referral center staff and conducting retraining on standard work as needed. Ability to travel to all UCSF Health locations is required.

Core responsibilities:

• Leads the development of educational tools relating to existing and new computer applications, system updates, and other organizational goals and changes
• Develops or modifies curriculum, content and/or materials for training programs to meet the needs of end-users
• Deliver appropriate level of instruction and competence/evaluations required for each user
• Collaborate with other Subject Matter Experts to ensure delivery of effective, accurate training
• Develop in-depth knowledge of workflows and processes, and important system functionality supporting the workflows
• Apply knowledge of adult learning theory and flexibility in training techniques which reach audiences of varied backgrounds and learning styles
• Maintains specialty training programs focused on staff development which result in higher patient, referring provider and staff satisfaction
• May participate in the review and triage of scheduling error tickets submitted by customers; will provide resolution of training related issues or errors

The final salary and offer components are subject to additional approvals based on UC policy. Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement. The salary range for this position is $88,100 - $132,100 (Annual Rate). To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html