Trainer- Healthcare Call Center

Donor Referral Center Trainer - Healthcare Call Center

Williamsville, NY

Healthcare Customer Service Representatives are encouraged to apply! This position is on-site located at our headquarters in Williamsville, NY.

ConnectLife helps people help others. As a federally designated, not-for-profit organ procurement organization and community blood bank, we save and enhance lives through organ, eye, tissue, and blood donation.

A career with ConnectLife, no matter what job you do, is an opportunity to make a difference in WNY through educating the community, inspiring donation, and connecting lives.

Job Summary :

Responsible for all Donor Referral Center staff’s departmental training, applicable clinical training, and other related trainings.

Participate in the day-to-day activities of the Donor Referral Center, as needed.

Status : Full Time

Full Time

Pay : Non-exempt

Non-exempt

$21.08- $28.08 per hour * Pay will commensurate based on combined education and experience

$2.00 Shift differential offered between 630pm-630am

Schedule :

Variable schedule based on supporting needs of day and night shift

Monday-Friday 8-4 : 30, some weekends and nights

Education Requirements :

• High school diploma required.
• Associate degree of higher preferred.

Experience :

• Teaching or professional training experience preferred.
• Clinical, medical office, or call center experience preferred.
• Six months experience as a Donor Screening Coordinator and / or Donor Screening Specialist.

Knowledge, Skills, and Abilities :

• Medical terminology, and / or medical record review preferred.
• Proficiency in keyboarding, Microsoft Word, Excel, PowerPoint, Teams, and data entry preferred.
• Must be able to remain professional in making decisions and handling confidential information.
• Team oriented approach required with a strong philosophy of continuous quality improvement.
• Must be able to coach, and mentor in collaborative team environment.
• Must be adaptable to change, detail oriented, and highly organized with the ability to think critically and multi-task while maintaining focus and accuracy through interruptions.
• Knowledge of data analysis and data management strongly preferred.
• Experience with strategic goal setting and setting performance standards preferred.
• Must be self-motivated and reliable with a professional appearance and demeanor.

Essential Job Functions :

• Formulate, implement, and maintain a comprehensive training program that incorporates orientation, ongoing, remedial, and annual training for all designated new and current Donor Referral Center employees.
• Identify training needs and development plans for teams and individuals. Effectively communicate these needs to the leadership team.
• Regularly monitor and perform audits of Donor Referral Center procedures and personnel in order to ensure compliance with organization SOPM, FDA, NYSDOH, EBAA, and AATB standards.
• Create and maintain all staff training files to ensure content meets all organizational and regulatory standards.
• Establish, revise, and maintain all departmental work instructions and training tools, as necessary.
• Collaborate in the creation and administration of competency tests and certifications for all staff to ensure the necessary level of skill and knowledge.
• In partnership with the leadership, review reports, performance metrics, and other applicable data to help identify trends and areas for improvement.

Provide remedial training to staff as needed.

• Research and identify external training resources (lectures, workshops, webinars, etc.) that may be available for staff.
• Act as a member of the Donor Referral Center intake, screening, or family approach team on a regular basis.

What We Offer

• Health Insurance
• Employer Sponsored Dental & Vision insurance
• Employer Sponsored Life insurance
• Paid vacation & sick time on an accrual basis beginning on day 1
• 401(k) after one year of service with 3% employer contribution
• Employee Referral Bonuses
• Mileage Reimbursement
• Pet insurance
• And more!

Salary Range : $21.06.0000 To $28.08.0000 Hourly