Consumer Experience Trainer at AdventHealth

Date Posted: 11/20/2020

Job Snapshot

  • Job Schedule
    Full-Time
  • Location:
    Orlando, FL
  • Date Posted:
    11/20/2020
  • Job ID:
    20023829
  • Job Family
    Marketing & Communications
  • Travel
    Yes, 25 % of the Time
  • Shift
    1 - Day

Job Description


Description

Consumer Experience Center | AdventHealth Corporate

Location Address: 602 Courtland St, Orlando, Florida 32804

Top Reasons to Work at AdventHealth Corporate

  • Great benefits
  • Immediate Health Insurance Coverage
  • Career growth and advancement potential
Work Hours/Shift:
  • Full-Time, Monday – Friday

You Will Be Responsible For:

  • Develop training tracks and lesson plans for new and existing hires
  • Align class course material to ensure best practices are maintained
  • Prepare and create learning materials using various mediums and teaching methods, particularly oriented for adult learners
  • Clearly understand daily workflows across all CxC service areas
  • Apply relevant learning theories to the design, development, and delivery of educational material and training classes
  • Conduct new hire training and ongoing training for staff members, inclusive of classroom teaching, nesting/chairside learning, computer-based training, and other mediums of teaching
  • Serve as the leader and provides supervision for new hires until they are prepared for their roles
  • Identify areas of improvement for training curriculum and materials on an ongoing basis
  • Collaborate with quality team and CxC leaders to identify additional training needs
  • Fosters the culture of the CxC by building positive rapport with new hires and setting an expectation of positivity and empathy
  • Interact with leaders to (a) establish training goals and standards, (b) report on training curriculum, environment, and successes, and (c) identify opportunities for improvement
  • Lead an effective nesting experience and floor support upon successful completion of in-class training
  • Evaluate new hires’ readiness to begin nesting and working independently
  • Develop Continuing Education (CE) curriculums that foster a culture of developing Subject Matter Experts (SMEs) in CxC services and expectations for frontline, support, and leadership staff.
  • Participate in recruitment activities and the onboarding experience
  • Apply critical thinking skills and use decisive judgment to take appropriate actions with minimal supervision
Qualifications
What You Will Need:

Education and Experience Required:

  • Associate Degree
  • Experience in adult learning education/teaching setting

Education and Experience Preferred::

  • Bachelor’s degree
  • Two years of training and education experience
  • Leadership experience
  • One year of contact center experience
  • Healthcare experience
  • Experience with process improvement methods and tools, e.g., Lean/Six Sigma

Knowledge and Skills Required:

  • Ability to articulate the mission of AH and the CxC
  • Demonstrated interpersonal, customer relations, and written and verbal communication skills
  • Possesses strong conflict resolution and customer relation skills
  • Ability to lead or facilitate training and education; experience teaching groups of varying sizes, professions, backgrounds, and abilities
  • Ability to present complex information to a variety of audiences
  • Ability to work in a matrix-management environment to achieve organizational goal
Job Summary:

The Consumer Experience Center (CxC) Trainer is responsible for developing and facilitating training curriculum for personnel in a rapidly growing centralized environment. The Trainer will apply different training methodologies to develop curriculum tracks, ensure retainment of course materials, and conduct competency evaluations across all CxC services. The Trainer will be expected to independently run classes for cohorts of new and existing hires; this is inclusive of teaching, evaluating, and providing team supervision. Ideal candidates for this position will have high energy, a positive attitude, and a desire to continuously improve their skills, the training curriculum, and the CxC at large. Key expectations of this role include providing new and existing staff with the skills they need to successfully resolve consumer interactions, working collaboratively with other CxC staff to achieve quality and performance standards, and creating a welcoming and positive environment. The Trainer maintains a working knowledge of the CxC services, technology systems, workflows, and innovative training approaches.



This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

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