Call Center Staff Trainer

• In coordination with Training Manager and Sr. Call Center Manager and, organize and conduct training programs for Call Center staff.
• Assist in identifying training and development needs for Call Center personnel.
• Assist in the development and distribution of training aids such as instructional material, handouts, evaluation forms, job aids, and visual aids; ensure set-up of audiovisual equipment and conduct presentations as necessary.
• In coordination with Call Center Management staff, develop, maintain, and organize required scripts and resource materials for Call Center personnel.
• Utilize effective presentation skills including creative training techniques and adult/accelerated learning techniques while facilitating call center agent new hire training.
• In conjunction with Training Manager or Training Specialist, monitor trainee progress throughout duration of training, providing coaching and developmental feedback.
• Facilitate transition of trainees from training environment to call center environment, ensuring competency levels are sufficient.
• Provide one-on-one coaching to call center staff members.
• Act as Subject Matter Expert (SME) to partner with Training Department and to develop training materials independently for Call Center.
• Under direction of Call Center Manager, monitor agent calls to ensure quality standards are met.
• As directed, provide feedback and re-training to call center staff based on monitoring results.
• Actively take incoming calls, creating a positive first impression with callers by providing professional, efficient, and customer focused service.
• Schedule appointments in a prompt and accurate manner in accordance with health center standards and appointment guidelines. Calls relate to all PPMSM services offered (i.e., family planning, abortion, vasectomy, COLPO/LEEP and prenatal).
• Provide convenient appointment times and locations and give complete directions.
• Manage patient expectations by providing service and center-specific guidelines and instructions for health center visit.
  
• Maintain confidentiality and exercise sensitivity and a nonjudgmental manner in dealing with sexuality and sensitive client issues.
• Educate clients about services, funding sources and fees.
• Conduct accurate fee assessment to determine payor source and eligibility for funding: private insurance, Medicaid, Plan First, BCCCP, Title X. Inform patients of financial responsibility, what to bring, and payment methods. Promote Plan First and prepare client to apply.
• Collect insurance information and verify coverage in collaboration with billing department.
• Triage medical calls/questions to appropriate medical personnel.
• Maintain patient records, checking for completeness, errors, & signatures and enter in Tiger and Electronic Medical Records (EMR).
  

• Bachelor's degree (B. A.) in Communications or related field from an accredited college or university preferred.
• Strong presentation skills and data entry skills required.
• One to two years experience as a trainer in a customer service oriented environment required.
• Supervisory experience preferred.
  

Planned Parenthood Mid and South Michigan In addition to competitive salaries, offers outstanding health and welfare benefits including medical, dental, vision, disability and life insurance, 403B and a Section 125 Cafeteria Plan. PPMSM also offers paid-time off to full and part-time benefit eligible employees. Planned Parenthood Mid and South Michigan is an Equal Opportunity Employer PPMSM is a drug-free workplace employer and performs pre-employment substance abuse testing.

Please apply online by visiting our website at http://www.plannedparenthood.org/midsouthmi/