Are you passionate about empowering others and making a real impact in the healthcare industry? Hummingbird is looking for a dynamic Contact Center Training Instructor to guide contact center agents and staff toward excellence. This role is perfect for someone who thrives on hands-on instruction, continuous support, and creating positive employee and patient experiences.
We are seeking candidates with outstanding written and oral communication skills, strong attention to detail, and 2+ years of experience delivering engaging training, preferably in a contact center environment.
**Candidates resumes and applications will be evaluated based on these characteristics**
What You’ll Do: You'll play a crucial role in training both new hires and current staff who are transitioning into a newly created healthcare patient access center. Your training will cover everything from access center fundamentals to advanced power skills, ensuring every team member is equipped to succeed.
Most training will be delivered virtually, but there will also be some onsite training needs in the NC Triad area of Greensboro, Winston-Salem, and High Point. Local candidates preferred, but open to US-based candidates willing to travel (compensated) for onsite training as needed.
- Deliver engaging and informative virtual and in-person training sessions to contact center agents and other contact center staff.
- Focus on essential skills: scheduling workflows, customer service excellence, QA fundamentals, and telephony/access center workflows.
- Develop and enhance training programs to ensure effective patient scheduling and call handling.
- Track progress, update training sessions based on performance, and gather learner feedback for continuous improvement.
- Use various training methods and tools to ensure all learning styles are accommodated.
- Provide clear and concise instructions to ensure learners understand and can apply new skills and knowledge.
- Emphasize the development of strong customer service soft skills, including empathy, active listening, and effective communication.
- Provide ongoing support to end users, assisting with system use and troubleshooting issues.
- Create job aids and other learning tools to support end users in their daily tasks.
- Maintain the training schedule, ensuring all required participants are enrolled and informed.
- Coordinate with business units to determine necessary training sessions for staff.
What You'll Bring:
- 2+ years of relevant experience in training or facilitation roles, ideally within a contact center / customer service environment.
- Strong written and oral communication and presentation skills.
- Ability to create clear and effective job aids / tip sheets.
- Strong attention to detail and organizational skills to manage training schedules and participant enrollment.
- Demonstrated ability to teach and reinforce customer service soft skills.
It Would be Amazing if You Also Have:
- Experience in the healthcare or patient services industry.
- Familiarity with Epic scheduling workflows.
- Proficiency in using contact center systems and software.
- Knowledge of patient scheduling workflows and call handling processes.
- Familiarity with e-learning platforms and digital training tools.
- Ability to adapt to new technologies and procedures quickly.
- Experience in continuous improvement and feedback-driven training enhancements.
Details
- Employment Eligibility: Candidates must be legally authorized to work in the United States without sponsorship.
- FLSA Status: Non-exempt
- Compensation: Beginning at $30.00/hour, based on experience
- Work Location: This position is remote with some onsite training requirements. You must work from a location within the United States with consistent internet service.
- Travel: To NC Triad area up to 20% for on-site training and 1-2 trips/year for company events.
- Working Hours: 40 hours/week, Eastern Time
- Benefits Eligible: Yes
- People Manager: No
How We Work
We collaboratively developed team expectations and we think it’s important you understand what we value as you consider working with us. As a team, we hold ourselves accountable to these expectations:
- Be Proactive by anticipating end user’s needs, researching what we don’t know, aligning individual tasks with broader organizational goals, and using training materials for effective communication.
- Support Each Other by open and transparent communication, seeking help, actively listening, and considering alternate perspectives through collaboration.
- Orient to the Outcome by embracing flexibility and regularly checking that work is heading towards the results you seek.
- Document left, right, up, and down! With thorough documentation, we provide clarity and transparency, facilitating collaboration.
- Take Time to Reflect both personally and by soliciting feedback. This also helps us report progress, acknowledge and appreciate contributions, and embrace process improvement.
The Hummingbird Approach
We value a team that brings diverse perspectives and experiences to the work we do. While there are many ways to do this, people who are successful at Hummingbird:
- Value kindness and work to actively foster an environment of inclusion and respect.
- Seek out learning and growth for themselves and support those around them in their growth journey.
- Bring curiosity and an openness to innovation to all their interactions.
- Approach conflict directly by listening carefully and seeking to understand.
- Problem-solve with the goal of finding successes, not trade-offs, for all involved.
Equal Opportunity Statement
Hummingbird Healthcare is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic. We value the talents of individuals from all backgrounds and actively seek a diverse workforce.
Our mission is to provide a fair and inclusive recruitment process for everyone, and reasonable accommodations are available to any applicant who may need them. Please reach out to talent@hummingbird.healthcare to request accommodations and we’d be happy to chat.
Job Type: Full-time
Pay: From $30.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
Experience:
- Training delivery: 2 years (Required)
Ability to Commute:
- Greensboro, NC (Required)
Work Location: Hybrid remote in Greensboro, NC