Contact Center Training Team Lead
OVD Access Shared Services
Full Time
81361BR
The Contact Center Training Team Lead is part of the Shared Services Team by supporting and coordinating the daily activities of training and development professionals. The training lead uses skills of instructional design and multimedia development as an accomplished professional to support a team of trainers and quality assurance coordinators to include:
The team lead will also lead 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 program. S/he (they) will also create and implement a skills review program to support staff quality assurance in the Contact Center. This position will report to the Contact Center Training Supervisor. S/he (they) 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 Contact Center staff and conducting retraining on standard work as needed. Ability to travel to all UCSF Health locations is required.
Uses advanced technical expertise, professional training and development concepts and organization objectives to resolve complex training issues and needs assessment initiatives. Works on highly complex performance and/or training issues, where analysis of situations requires an in-depth evaluation and understanding of organization strategies and business objectives. Exercises judgment in selecting methods and techniques for performance improvement. Serves as "lead" trainer and subject matter expert to develop training staff personnel.
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 $84,400 - $180,000 (Annual Rate).
The UCSF Contact Center is an integrated team that supports both patient and provider requests for access to care at UCSF Health. Administrative functions include 1) appointment scheduling, 2) referral intake, review and processing, 3) coordinating any other administrative or clinical patient call-based requests to support effective care delivery. The Contact Center team supports the organization's goal to be the #1 Health System in Northern California in health care value, patient experience, and employee engagement by ensuring our ambulatory clinics provide timely access to care for our patients. We strive to provide care when, where and how our patients need it. The team works closely with practices to support improvement efforts and with various departments across the organization (e.g. marketing, IT) to set strategic goals and develop innovative patient care access solutions.
The UCSF Health Contact Center - Shared Services Team supports Patient Care Access by providing training and quality assurance to agents, sourcing and delivering workforce management solutions, managing telecommunications / IT, and coordinating data analytics for process improvement. The team provides a high level of customer service to the UCSF Health Contact Center. Responsibilities include adherence to Contact Center best practices, execution of service level agreements, and support of onboarding and continuous improvement objectives.
At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what's possible for the patients we serve - a promise we share with the professionals who make up our team. Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report - UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.
UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values. In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu. Join us to find a rewarding career contributing to improving healthcare worldwide.
At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what's possible for the patients we serve - a promise we share with the professionals who make up our team. Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report - UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.
Health
004164 TRAINER 4
Education, Professional (Non-Clinical)
99 - Policy-Covered (No Bargaining Unit)
Career
100%
Various Work Sites
Days
8 Hours
Monday - Friday