Care Connection Center Clinical Trainer (Hospice)- Phoenix, AZ

VITAS Healthcare; Arizona; On-site; USD 70,000 - 90,000; Full time

Job summary

The VITAS Healthcare CCC Clinical Trainer is responsible for facilitating and supporting the training, education and ongoing development of PCCs, LPNs, and RNs within their initial 90 days of employment and beyond. They create and maintain documents used for training, develop roll-out training, monthly education offerings, and any 1:1 retraining as needed.

They ensure compliance with department policies and nursing standards, monitor new agent calls during onboarding, and provide ongoing

Qualifications

• Minimum two years prior relevant training experience
• Minimum two years of clinical RN experience required
• Proven track record of meeting project deadlines and schedules
• Excellent written, oral and interpersonal communication skills
• Experienced in effectively facilitating training sessions
• Proficient in delivering informative, well-organized presentations
• Ability to communicate difficult/sensitive information tactfully
• Skilled in identifying critical issues
• Creative/critical thinking to solve training and quality needs
• Strong ability to train new and existing team members

Responsibilities

• Facilitate and support training, education and ongoing development of PCCs, LPNs and RNs within their initial 90 days and beyond
• Create and maintain training documents; develop roll-out training and monthly education offerings; provide 1:1 retraining as needed
• Support training and compliance for Telecare Call Center policies and procedures
• Monitor calls for agents during their initial 90 days to ensure call quality and data integrity
• Provide ongoing coaching, guidance and constructive feedback throughout the onboarding process
• Document and evaluate orientation using provided tools; ensure daily/weekly completion of competencies
• Assist in development and management of training materials
• Attend State of the Call Center meetings when directed
• Offer solutions and ideas for training, education and quality improvements

Skills

Training facilitation

Interpersonal communication

Meeting deadlines

Presentation skills

Sensitivity to information

Team training

Change management

Coaching

Collaboration with management

Progress evaluation

Education

Associate degree in Nursing

Active RN license

Job description

The VITAS Healthcare CCC Clinical Trainer is responsible for facilitating and supporting the training, education and on-going development of PCC s, LPN s, RN s within their initial 90 days of employment and beyond. They are responsible to create and maintain documents used for training, develop roll-out training, monthly education offerings, and any 1:1 re-training as needed.

• Supports the training and compliance for the department policies and procedures within the Telecare Call Centers.
• Ensures all clinical standards are within current nursing practice and VITAS standards.
• Monitors both incoming and outbound calls for agents within their initial 90 days with VITAS.
• Facilitate and promote training, education, and on-going development of new and existing employees.
• Ensure new hire employee skill sets and competencies are present and achieved during the initial new hire training and education.
• Facilitate daily group discussions, group training, and one-on-one instruction.
• Monitor new agent calls and data processing during the new hire period, pre and post formal training and education, to ensure on-going call handling improvement, the integrity of the data collection, and superior customer service is being delivered.
• Provide on-going agent support, coaching, guidance, and positive/constructive feedback throughout the new hire training process.
• Document and evaluate the orientation process using the tools provided.
• Ensure the completion of all required competencies on a daily and weekly basis
• Provide clinical training, within the scope of an RN license to include role of LPN and administrative staff for telephonic triaging, assessment, interventions, plan of care, follow up, and documentation
• Encourage and facilitate assimilation into VITAS throughout the 90 day orientation process
• Provide feedback on challenges and/or enhancement ideas to the GM and Training Manager on the training, education, and orientation process and supporting materials
• Assist in the development and management of training materials.
• Attend State of the Call Center meetings when directed.
• Provide workable solutions and ideas regarding training, education, and quality, and acknowledgement opportunities for the Telecare operations.
• Participate in quality assurance meetings and calibration sessions as directed.

QUALIFICATIONS

• Minimum two years prior relevant training experience
• Minimum two years of clinical RN experience required.
• Proven track record of meeting project deadlines and schedules.
• Excellent written, oral and interpersonal communication skills
• Experienced in effectively facilitating training sessions.
• Proficient in delivering informative, well-organized presentations.
• Ability to communicate difficult/sensitive information tactfully.
• Skilled in identifying critical issues.
• Creative/critical thinking skills to solve complex training and quality needs.
• Strong ability to train new and existing team members.
• Support the process of innovative change.
• Facilitates effective team interaction.
• Experience in conducting effective progress evaluations in a timely manner.
• Strong ability to work effectively with senior level management team members.

EDUCATION

• Associates degree in Nursing from an accredited college or university or the international equivalent required.
• Active Registered Nursing (RN) license required.

SPECIAL INSTRUCTIONS TO CANDIDATES

• EOE/AA M/F/D/V