Trainer/QAQC Call Center - Professional Development Opportunities

We are now hiring a full time Trainer to assist with Quality Assurance and Quality Control at our growing scheduling call center on the southside. Precision Imaging Centers has been serving northeast Florida's diagnostic medical imaging needs for 17 years, we are currently expanding and looking for a solid leader to join our team! Radiology scheduling experience and leadership experience in a call center environment are preferred.

Job Title: Trainer/QAQC Call Center, Reports To Call Center Manager

Position Overview

Responsible for delivery and facilitation of business process training programs. Develops quality assurance methods and testing within customer administration. Reviews and recommends process improvement for training programs and services.

Essential Job Functions

Please list the essential (major) job responsibilities also with the % of time that is typically spent on these - for leadership roles please include this as an essential job function.

● Subject matter expert in training and quality assurance methods. 10%
● Serves as a primary training resource for operations employees. 10%
● Documents quality issues and provides performance measures and training recommendations for management to review. 10%
● Captures feedback and evaluates effectiveness of trainees and training courses. 10%
● Identify and document training deficiencies and provide feedback as necessary. 10%
● Validate and certifies trainees learning level and competency prior to release from class. 10%
● Provides ongoing feedback to the manager for continuous process and curriculum development. Performs other duties as assigned. 10%
● Responsible for process inspection, transaction monitoring and efficient processing of call center operations. 10%
● Participate and/or facilitate calibration sessions to ensure department consistency. 10%
● Provides backup support in times of heavy workload or reduced staffing. 10%

Non-Essential Job Functions

● Identifies areas for improvement and makes recommendations.
● Coordinates with Operations Managers to provide training interventions for individual employees on-site as needed.

Does this position directly Manage Others? No (If yes, provide those job titles and estimated
number of direct reports.)

Requirements
Education Required

● Graduation from high school or equivalent is required

Previous Related Work Experience Required (include number of years)

● Experience in:

• Training and/or Leadership in a Call Center environment, at least 1 year
• Radiology or Healthcare Administration, at least 2 years

Other Skills/Abilities

● Strong presentation skills
● Strong verbal communication
● Strong Computer skills (proficient in typing, operating two monitors, moving between multiple tabs/screens, shortcut keys for PC, etc)
● Ability to work Gmail and its products
● Ability to multitask with speed and accuracy
● Work under pressure while maintaining excellent customer service
● Time Management
● Demonstrate high integrity, trust and maintains strict confidentiality

Physical and Working Requirements of the Position (such as job location, lifting, standing, etc)

● Extended sitting and/or standing.

Work Availability / hours required (standard, evenings, weekends, split shift, etc)

● As Needed

Preferred Qualifications

● Experience working with insurance authorization departments and contracts desirable.
● Knowledge of medical terminology and familiarity with medical diagnostic procedures, and health care billing and authorization.
● Previous experience in appointment scheduling in a health care environment is preferred (e.g., physician office, clinic or hospital).