Manager, Contact Center Training

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The Manager, Contact Center Training leads the development and execution of training programs for UHealthConnect, supporting the continued centralization and expansion of patient access services. This role provides strategic direction and ensures alignment of training across enterprise operations, including scheduling, registration, and other patient-facing functions.

The incumbent drives standardized, end-to-end training solutions that support key performance metrics and incorporate industry best practices across customer service, contact handling, Epic EMR, NICE CXone, Kyruus Health, and workforce systems. Training programs are designed to support a fully remote workforce while promoting consistency, efficiency, and a high-quality patient experience.

This role integrates training with operational workflows and partners with operational leadership and the Quality Management team to develop, optimize, and sustain training solutions that reinforce standard processes and enable continuous improvement.

Core Responsibilities

• Collaborates with leadership to define and implement training strategies that support the integration and centralization of multiple lines of business within UHealthConnect, ensuring alignment with organizational priorities and performance goals.
•  Oversees the development, execution, and continuous improvement of enterprise-wide training programs for scheduling, registration, and other patient-facing services, ensuring consistency across workflows and service lines.
•  Leads the design and delivery of training curricula aligned to core systems and technologies, including Epic EMR, NICE CXone, Kyruus Health, and workforce management tools, ensuring effective adoption and utilization.
• Designs and oversees training programs for a fully remote workforce, leveraging virtual facilitation techniques to ensure effective delivery, engagement, and knowledge retention across distributed teams.
• Develops and implements online, self-paced, and self-directed training modules, including e-learning and simulation-based content, to support scalable learning and independent skill development.
• Establishes and maintains scalable training frameworks that support onboarding, cross-training, and ongoing education, promoting workforce flexibility and operational efficiency across multiple service lines.
•  Supervises and develops training staff, providing leadership, coaching, and performance management to maintain a high-performing and cohesive training team.
• Partners with operational leadership, project teams, and subject matter experts to translate workflows, system enhancements, and business processes into standardized training content and learning solutions.
•  Oversees training readiness for system implementations, workflow updates, and organizational initiatives, coordinating virtual training delivery, simulations, and end-user support to ensure successful adoption.
• Collaborates with the Quality Management (QM) team to incorporate performance insights into training enhancements and ensures training programs reinforce standardized documentation practices and system utilization.
• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures. Ensures employees are trained on controls within the function and on University policies and procedures.
  
  This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

• Operational Management: Optimizes day-to-day operations and processes for efficiency and effectiveness.
• Organizational Development: Ability to implement strategies to improve organizational effectiveness, engagement, and manage change.
• Financial Oversight: Knowledge of financial operations and management.
• Team Leadership: Ability to create and maintain a cohesive and productive team environment, build positive working relationships and work collaboratively with others.
• Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
• Communication: Strong verbal and written communication skills to convey ideas clearly and persuasively.