Patient Engagement Center Training Manager

State of Location:

Texas

Position Summary:

At Ivy Rehab, we're "All About the People"! As a Patient Engagement Center Training Manager, you will play a crucial role in our mission to help enable people to live their lives to the fullest. 

Join Ivy Rehab’s dedicated team where you’re not just an employee, but a valued teammate! Together, we provide world-class care in physical therapy, occupational therapy, speech therapy, and applied behavior analysis (ABA) services. Our culture promotes authenticity, inclusion, growth, community, and a passion for exceptional care for every patient.

Job Description:

 The Patient Engagement Center Training Manager leads the training program for our Patient Engagement Center (PEC) by designing, developing, and delivering new hire and ongoing training for our contact center team members. In this role, the PEC Training Manager will be responsible for ensuring that PEC team members are trained to properly and effectively handle a variety of inbound interactions, ranging from scheduling/changing new patient appointments, to general questions, to complaints.  Over time, the PEC will also handle other interaction channels, such as outbound, chat, email. Ensures that team members are trained to multi-task in a varied and fast paced environment with efficiency and world-class customer service skills will be paramount to the success of this role. 

 

Your responsibilities will include:  

• Design and develop new hire, refresher, and level up training programs using a variety of methods, including virtual classroom courses, self-paced eLearning, role playing/mock calls, etc. 

• Ensure alignment between workforce management goals and training schedules to support optimal training times and staffing needs 

• Deliver training and instruction to PEC team members to ensure successful performance of job requirements 

• Develop formative and summative assessments to measure learner performance and overall program success 

• Serve as interim call center leader by managing trainee performance, attendance, and behavior.  Provide ongoing constructive feedback and performance remediation through regular 1:1 and ad-hoc meetings and supply PEC management with learner progress and performance updates 

• Observing daily operations of contact center and participating in call quality calibrations to identify skill gaps and necessary training program improvements 

• Evolve training program (materials, modalities, processes) with growth of contact center 

• Measure effectiveness of training programs and prepare team member progress reports 

• Liaise with PEC management to provide OTJ coaching for team members 

  

To excel in this role, you should possess:  

• Undergraduate degree and minimum 3-5 years training experience, to include design, development, and delivery ideally in a contact center environment (e.g., technical skills, soft skills, etc.).  

• Prior experience in adult learning theory, instructional design methodology (e.g., ADDIE, SAM, etc.), curriculum development, and learning content creation 

• Healthcare/physical therapy experience a plus 

• Familiarity with state-of-art eLearning tools and techniques, including Articulate 360 (Storyline, Rise) 

• Knowledge of customer service best practices  

• Detail-oriented, self-reliant, and process-driven mindset 

• Strong communica