Supports the day-to-day training, reporting and documentation for all D-H contact centers. Participates in supporting forecasting, strategic & collaborative planning and effective communication.

1. Builds all documents, tools, and analysis as necessary.
2. Using a general understanding of the work processes within clinical workflows, collects user requirements and translates them into selected, tested, and deployed systems.
3. Updates audits of all activities to review if tools are adhering to existing guidelines and policies.
4. Maintains a checklist process for all small projects.
5. Supports the team with updates to tools, procedures guides, and tool-related questions.
6. Maintains training and quality program materials for all tools and processes.
7. Updates a metrics database and create reports monthly/quarterly.
8. Maintains the Call Center Management training material for new departments onboarding to the Automated Call Distribution Systems
9. Updates Progress Report and Issues/Risk Management Reports.
10. Updates quarterly review of documentations.
11. Supports Project Management by updating requirements and test cases, and performing testing on tools, training, and documentation.
12. Supports implementation/execution of all process improvements.
13. Handles day-to-day issues within the PSC, as well as supports the strategic plan and direction of varied projects.
14. Performs other duties as required or assigned.

• Associate’s degree with 2 years of experience in a call center environment with 1 year as team lead, trainer, documentation management, experience with staffing/planning capacity, or process support capacity or the equivalent in education and experience required.



• Bachelor’s degree preferred.



• Experience communicating both verbally and in writing to various audiences.



• Must be proficient in MS Excel, and have a solid background in all MS Office products, SharePoint sites, lists, libraries, calendars, web part pages, dashboards, etc. Intermediate level preferred



• Intermediate to advanced level of knowledge of Training Methodologies, the patient care process flow, and peer development coaching techniques.



• Demonstrated ability to use time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.



• Intermediate level skill in experience with data assessment in order to identify issues, trends, or exceptions and find solutions.



• Must have experience in maintaining manuals, procedures, and guidelines used in call centers. Ability to review the varied processes information content styles and types of work platforms and publish work in correct format and requirements.



• Experience in breaking systems into their component parts, assign written descriptive to each component, and test for functional use by call center staff and defining requirements through gathering and validating information.

• None