About Us

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care, and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

The Opportunity

Under the general direction of the Director, Ambulatory Access and Infrastructure, the Training Specialist is responsible for delivering training curriculum in a variety of formats to new and existing Ambulatory Contact Center (ACC), Patient Service Center (PSC) and Patient Billing Solutions (PBS) 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 various Contact Center Operations teams 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 Director and contact center operations, 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 contact center representatives. Ensure that the training provided adapts to service demands.

• Identify necessary training and works to develop internal programs and coordinates with outside departments, when appropriate. Effectively identify and utilize MGB/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.

Staff Skill Development

Collaborate with the Director and Contact Center Operations 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 Director and Manager(s).

• 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.
• 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 contact center operations 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.
• 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.

Responsibilities

• Collaborate across the departments to ensure all contact center environments are prepared to support new programs, services and tools from a training standpoint
• Communicates program performance and outcomes to Contact Center leadership team, including director(s), manager(s) and supervisor(s).
• 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

Qualifications

Required; Bachelor's degree or equivalent experience required

Preferred:
* 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 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

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.