Trainer (San Antonio, TX)

Team Ivyhill is currently seeking a Trainer for its call center located in San Antonio, Texas. The qualified candidate will:

• Be available to work the 0730-1630 schedule as a New Hire Training Instructor providing coverage for the Appointing Team.
• Be qualified to teach Phase I (didactic/classroom), Phase II (over-the-shoulder/ on the floor), and Phase III (specialty consult) training to all contract personnel at a level of excellence commensurate with training provided to civil service personnel.
• Manage each segment of the New Hire/Trainee In-processing process until receipt of their Common Access Card (CAC).
• Provide input to the weekly Phase I & II Trainee progress reports (each Monday) as appropriate.
• Provide input and follow-up with the Project Administrator (PA) and GS Trainer for Trainee status updates and while navigating any In-Processing hurdle as appropriate.

Duties:

• Ensure Trainees enter time worked and/or clock into the payroll system daily.
• Provide an overview of the Consult Appointment and Management Office (CAMO) from the contractor perspective. Act as the liaison between Training and the Production floor.
• Ensure training program aligns with the current performance expectations for all Telephone Appointment Agents.
• Manage training materials stipulated by standard operating procedures (SOPs).
• Present appropriate instructional methods to foster increased application of principles and procedures for each week (3) of Phase I & II of Training.
• Administer weekly Quizzes to assess Trainee knowledge and skills application.
• Assist with the chat system when needed to answer Agents questions.
• When applicable during Training, notify GS Sup or Lead about any clinic concerns, appointment availability, SOP updates, etc.
• Proficient in the operation of computerized databases to include office software (i.e., Microsoft Word, Excel, telephones, copiers and fax machines).
• Ability to perform QA audits on Trainees and recommend PIP plans to reinforce curriculum content mastery.
• Take and Make calls to schedule appointments when necessary or during peak call volume periods; Inbound or Outbound calls.
• Serves as a Subject Matter Expert (SME) for facilitation and completion of all Training Requirements before each Trainee graduates from Training to the Production floor.
• Facilitate the ongoing development of the Consult Trainer for leave coverage, skills development of training material, and classroom facilitation purposes.
• Additional tasks as assigned by PA.

Interested candidates should apply directly to: www.ivyhilltech.com / Careers for immediate consideration or forward their resume to hr@ivyhilltech.com. This posting will close, COB Wednesday, 08/21/2024.

Requirements

Qualified candidate will meet the following requirements:

• At least six (6) months of experience in medical office scheduling or six (6) months experience in call center environments.
• Must be professional and demonstrate Leadership and Training skills.
• Ability to read, write, hear and speak English well enough so as to ensure effective communication with internal and external customers. Mandatory knowledge of medical terminology, as evidenced by a 40‐hour educational certificate, or equivalent.
• Minimum typing speed of thirty‐five (35) words per minute is required.
• Exceptional organizational and time management skills.
• Demonstrate an understanding of general medical ethics, telephone etiquette, and excellent communication skills is needed to actively convey information through the exchange of thoughts, messages, or information, by speech or writing.
• Able to demonstrate excellent customer service skills, a professional demeanor, all culminating in an appropriate interaction with clients promoting a world class image of the Military Health System (MHS).
• Must possess a basic understanding of, and be able to recognize, common medical emergencies.
• Possess a basic knowledge of clinic standard operating procedures and various appointment types to analyze and appoint medical referrals and be able to obtain assistance as necessary.
• Exhibit proper telephone etiquette to include, but not limited to a clear and concise phone voice and mannerisms.

Benefits

Team Ivyhill offers a competitive benefits package to include medical, dental and vision coverage; Life and AD&D coverage; vacation and sick leave; and a 401k Plan.