Training Specialist at Massachusetts General Hospital(MGH) in Boston, Massachusetts

Posted in Other 3 days ago.

Job Description:

Under the general direction of the Program Director and in collaboration with the Call Center Supervisor, the Training and Quality Specialist is responsible for delivering training curriculum in a variety of formats to new and existing RMO Call Center employees, leading curriculum development and successful integration of new program and product policies and procedures into the call center environment. Develop and maintain a real-time knowledge base and quality assurance program. Partner with leadership to assess the current state of training and development, identify departmental needs, and develop, implement, deliver and continually evaluate training programs or initiatives in response. Execute training and quality assurance plans designed to produce excellence in customer service, efficiency and staff satisfaction. Act as the lead customer service trainer and collaborates with the RMO Operations Team on training of computer systems used in the department. Verify the success of training curriculum and ensure quality standards are attained and ongoing development is provided to all employees.

Training curriculum development and delivery

In collaboration with the Call Center Supervisor, develop and maintain training curriculum and materials required to ensure effective training and employee development including skills in customer service, phone system (Cisco) and other job related needs of referral coordinators and scheduling specialists,. Ensure that the training provided adapts to service demands; serve as a resource to and coordinates with the Technical Support Specialist and the RMO Operations team on technical training delivery.

  • Identify necessary training and works to develop internal programs and coordinates with outside departments, when appropriate. Effectively identify and utilize MGH training resources, such as orientation and training programs, where appropriate to meet departmental goals and eliminate redundancies.

  • Deliver both classroom and at-the-elbow training including but not limited to new hire, operational, procedural, products, process and departmental standards.

  • Facilitate programs and implement ongoing initiatives that improve the transfer of customer service skills from the classroom to the job.

  • Develop and improve training programs, curriculum and content for existing and new programs

  • Develop, update and maintain training materials to include manuals, guides, participant guides, quick reference guides, and documents to be used in the call center. Coordinate document change management and online Knowledge Management tools.

Quality Assurance and Staff Skill Development

Collaborate with the Call Center Supervisor and others to coordinate quality monitoring program, ensuring that each call center employee receives feedback on their performance and progress toward targets on at least a monthly basis, or as agreed upon in coordination with the Call Center Supervisor and Program Director.

  • Establish process for evaluation and feedback from call center agents and managers to understand effectiveness and appropriateness of trainings

  • Assess effectiveness of training, such as through monitoring of staff production and performance; develop administer and track skill assessment and measures.

  • Establish goals and objectives for call center employees.

  • Conduct needs assessments and develop training programs and initiatives in response to operational quality and efficiency. Contribute to defining departmental expectations and ensures training program supports call center expectations; provide feedback to management regarding the call center functions.

  • Make recommendations to Call Center Supervisor or respond to Supervisor's requests for training, prioritization of education and supports departmental projects that have an educational component for call center staff, such as regulatory, or telecommunications programs. Advise supervisor on progress/status of staff development and works collaboratively with supervisor to deliver training and performance-related feedback to call center employees.

  • Ensure regular calibration of quality assurance tools, including ongoing, planned meetings with department leaders to gather input on individual and group performance.

  • Initiate and champion cross-functional projects to improve communication and educational strategies.

  • Refers any performance, quality and other employee matters that may be identified during training to employee's supervisor.

  • Assist with creation of KPIs and performance metrics in collaboration with the RMO Operations team

General Responsibilities

  • Collaborate across the department and organization to ensure RMO call center environment is prepared to support new programs, services and tools from a training standpoint

  • Communicates program performance and outcomes to Program Director, Call Center Supervisor and leadership team.

  • Maintain department training calendar and training database. Manage training logistics, including room, AV, course materials, etc

  • Stay current on trends and best practices in employee training and development, including but not limited to adult learning and organizational development.

Participate in or lead special projects as assigned


Minimum Required:

Bachelor's degree or equivalent experience required


  • Understanding of call center operations, roles, equipment, standards and requirements

  • Able to identify, assess and prioritize skills gaps and create training to meet the needs of the unit

  • Excellent presentation/facilitation, organizational and analytical skills

  • Professional presence and demeanor with ability to translate a positive attitude into the classroom and within the work environment

  • Able to perform duties with minimal direction and deliver work product on time

  • Able to communicate to a diverse audience with different learning styles

  • Knowledge of advanced training methodologies, adult learning theory and evaluation processes desired

  • Demonstrated writing and editing skills to support the communication of training programs and the publication of training materials

  • Must have experience in Microsoft Office. Experience with call center and/or patient scheduling systems required with Epic, Captivate, and Cisco telecommunications software preferred

  • Some knowledge and skill in the use of audio visual and other equipment to facilitate training

  • Ability to understand the technological context of call center work and projects required

  • Ability to thoroughly research topic areas and integrate into curriculum design

  • Ability to work collaboratively and serve as a resource to staff and management. Serve as subject matter expert related to call center functions, standards and metrics

  • Able to work successfully as part of a team as well as independently

  • An innate desire to help people succeed

  • Ability to make training both fun and effective

  • Possess a high-level of demonstrated accountability with prior positions

EEO Statement

Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.
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