Contact Center Content & Training Coordinator
Company: One Medical
Location: Tempe
Posted on: September 24, 2024
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Job Description:
About Us
One Medical is a primary care solution challenging the industry
status quo by making quality care more affordable, accessible and
enjoyable. But this isn't your average doctor's office. We're on a
mission to transform healthcare, which means improving the
experience for everyone involved - from patients and providers to
employers and health networks. Our seamless in-office and 24/7
virtual care services, on-site labs, and programs for preventive
care, chronic care management, common illnesses and mental health
concerns have been delighting people for the past fifteen
years.
In February 2023 we marked a milestone when One Medical joined
Amazon. Together, we look to deliver exceptional health care to
more consumers, employers, care team members, and health networks
to achieve better health outcomes. As we continue to grow and seek
to impact more lives, we're building a diverse, driven and
empathetic team, while working hard to cultivate an environment
where everyone can thrive.
The Opportunity:
As we continue to expand and transform the primary care experience,
we're looking for energetic and passionate leaders to manage the
people, processes, and technology that make One Medical unique. As
a Content and Training Specialist, you'll be responsible for
helping us meet our One Medical patient promises of outstanding
quality of care, access, and truly patient-centered experiences at
an affordable cost. You'll execute our mission of delivering
high-quality care and service using The One Medical Performance
System (TOPS). Specifically, you'll help to develop process
standards and ensure quality interactions with members using
CI-CARE - (a framework containing the key elements of a great
interaction and effective communication that we use with patients
and each other),and develop feedback and train our member support
specialists - to ensure One Medical is a great experience for both
patients and team members. -
You are a strong and innovative problem-solver, who is driven to
create efficient workflows and cultivate cohesive processes and
policies. You are self-aware, a continual learner, and focus on
quality interactions. You have mastered the art of
customer-service, communication, developing standard work, and
helping a team or your peers, especially through times of change. -
You are currently looking for your next opportunity that has an
emphasis on delivering results, driving engagement and all things
content and training management at an organization that is
transforming healthcare. If this sounds like you, we would love to
connect. -
What You'll Likely Work On:
Build and maintain operational processes, standard work, process
flows and workflows using CICARE (a framework containing the key
elements of a great interaction and effective communication that we
use with patients and each other) and Lean principles
Facilitate, provide performance feedback, and contact center
training & skills coaching, for member support specialists
Collaborate to design and improve the training & nesting program
and ensure quality interactions for patients
Act as process expert and voice of member support specialist to
solve problems, escalate systemic and workflow process issues, and
support projects and initiatives
Develop OneSource (intranet) pages, training materials, and
communications suitable for all audiences; report and track KPIs,
training compliance, and other key metrics.
What You'll Need:
At least 1 year of relevant experience managing and developing
content, with at least 1 year in training customer or patient
facing support teams in a high-volume contact center setting or
equivalent
Relevant experience in training, managing and developing content
and communications for customer or patient facing support teams
Excellent communication and presentation skills
Proven ability to foster strong, collaborative environment and
ensure a supportive and engaged experience
Experience developing process workflows, standard operating
procedure, performance trending, and feedback loops
Experience with RingCentral / Nice-InContact, G Suite and
Electronic Health Record systems are a plus
Experience in healthcare, particularly in collaboration with
clinicians, is highly desirable
Benefits designed to aid your health and wellness:
Taking care of you today
Employee Assistance Program - Free confidential advice for team
members who need help with stress, anxiety, financial planning, and
legal issues
Competitive Medical, Dental, and Vision plans
Free One Medical memberships for yourself, your friends and
family
Pre-Tax commuter benefits
PTO cash outs - Option to cash out up to 40 accrued hours per
year
Protecting your future for you and your family
401K match
Credit towards emergency childcare
Extra contributions toward maternity and paternity leave
Paid Life Insurance - One Medical pays 100% of the cost of Basic
Life Insurance
This is a full-time hourly position located in Tempe, AZ
Salary: $24/hr - -One Medical is an equal opportunity employer, and
we encourage qualified applicants of every background, ability, and
life experience to contact us about appropriate employment
opportunities.
One Medical participates in E-Verify and will provide the federal
government with your Form I-9 information to confirm that you are
authorized to work in the U.S. - Please refer to the E-Verification
Poster (English/Spanish) and Right to Work Poster (English/Spanish)
for additional information.
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Keywords: One Medical, Tempe , Contact Center Content & Training Coordinator, Other , Tempe, Arizona
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