Operational Trainer – Poughkeepsie, NY

Opportunities with Optum in the Tri-State region (formerly CareMount Medical, ProHEALTH New York and Riverside Medical Group). Come make a difference in the lives of people who turn to us for care at one of our hundreds of locations across New York, New Jersey and Connecticut. Work with state-of-the-art technology and brilliant co-workers who share your passion for helping people feel their best. Join a dynamic health care organization and discover the meaning behind Caring. Connecting. Growing together. 

This position is full-time, Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am  – 6:00 pm EST. It may be necessary, given the business need, to work occasional overtime. Our office is located at 6 Neptune Rd. Poughkeepsie, NY. 

We offer 2 weeks of paid training. The hours during training will be 8:30 – 5:00 pm from Monday – Friday. Training will be conducted onsite.

 

Primary Responsibilities:

• Deliver in-person and virtual training to contact center representatives and provides instruction and mentoring to contact center new hires. 
• Design comprehensive training programs and curriculum to maximize new and current staff effectiveness, improve departmental performance and establish a foundation built on patient-centric care and service.
• Maintain and publish curriculum and training materials for system training, scheduling guidelines as well as policies and procedures.
• Develop training aids; including coursework, visual aids, user guides and reference material.
• Manage departmental communications, SOPs and other supplemental materials and maintain knowledge base to ensure employees have access to current and relevant training resources.
• Coordinate administrative functions necessary to facilitate and deliver training programs.
• Create and facilitate contact center role plays focused on improving the patient experience, including dealing with objections, active listening, and displaying empathy.
• Translate gaps into training programs or initiatives that will improve specialist performance in relevant Key Performance Indicators.
• Participate in team calibration sessions to identify trends, calibrate call consistency and provide feedback. Incorporate feedback from Workforce Management and Quality Assurance to adjust / introduce training to maintain exceptional quality scores.
• Identify training solutions that enhance staff development and performance.  Participate in the creation of innovative support offerings that increase employee satisfaction and engagement.
• Assess the effectiveness of training and development programs and evaluate data to revise instructional objectives and methods as needed. Report on effectiveness and progress of the training experience and offer recommendations for improvements.
• Maintain individual training records and outcomes; including the successful and timely completion of Annual Mandatory Training Programs.
• Serves on system implementation and other cross-functional project teams to ensure rollout of new system applications by analyzing requirements, translating into effective training tools, delivering training, troubleshooting and evaluating issues prior and during production integration.

 

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. 

 

Required Qualifications:

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 1+ years of customer service / technical experiences in a call center environment
• Proficient with Microsoft programs (Microsoft office, Microsoft word, Microsoft excel, Microsoft outlook)
• Living within 60 miles of Poughkeepsie, NY 
• Knowledge of telecommunication system and call management application(s) (Cisco Finesse, CUIC) and quality assurance management software (Calabrio) used to retrieve recorded calls
• General knowledge of medical terminology
• Ability to work between the hours of 8:00 am – 6:00 pm EST from Monday – Friday including the flexibility to work occasional overtime based on business need 

 

Preferred Qualifications:

• 2+ years of experience in a medical practice environment
• 3+ years of customer service / technical experiences in a call center environment

 

Soft skills:

• Ability to communicate verbally and through written communications with patients, physicians, and other clinical/non-clinical staff in an effective and efficient manner
• Interpersonal, facilitation, relationship management skills and patience to explain technical topics to novices
• Ability to work in a team environment, collaborate and sustain effective working relationships with physicians, co-workers and other departments and teams
• Ability to speak clearly and concisely with a professional and pleasant telephone voice
• Ability to use critical thinking skills to problem solve and de-escalate situations in a professional manner and utilize appropriate service recovery techniques
• Ability to adapt to frequent changes in scheduling protocols
• Ability to work in a fast-paced environment and handle stressful situations with empathy and courtesy
• Maintains expertise within NextGen EPM/EHR, Scheduling Guidelines, Salesforce, MHD and other applications required for patient care
• Results-oriented, self-starter with the ability to work independently with general direction
• Keyboard and navigation skills and ability to learn new computer programs
• Ability to prepare management level reporting
• Completes all mandatory compliance and safety training

 

The hourly range for this role is $19.86 to $38.85 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.