Healthcare Contact Center Learning Designer

NYC Health + Hospitals; New York (NY); On-site; USD 85,000 - 110,000; Full time

Job summary

NYC Health + Hospitals is seeking an Instructional Designer to design scalable training programs for patient support teams. You will translate scheduling processes and CRM workflows into clear learning experiences, collaborating with QA, managers, and SMEs to update training as policies roll out.

Responsibilities include managing multiple projects, aligning training with CCaaS and workforce tools, and evaluating program effectiveness, while maintaining an empathetic, patient-centered approach in

Qualifications

• Bachelor's degree in Education, Psychology, Personnel Administration, Business Administration, Management or related discipline;

Responsibilities

• Design and deliver scalable training programs for patient support teams.
• Translate complex scheduling processes, CRM workflows, and hospital policies into clear, user-friendly learning experiences.
• Partner with QA, Team Managers, and SMEs to identify knowledge gaps and update training in response to product/policy rollouts.
• Collaborate with operations to align training with CCaaS platforms and workforce management tools.
• Conduct assessments, analyze program performance metrics, and gather feedback to evaluate effectiveness of training.
• Manage multiple training projects simultaneously, meeting deadlines without disrupting floor operations.
• Performs other related duties as assigned by Manager, Call Center Training and Quality or Assistant Vice President Contact Center Solutions or Senior Contact Center leadership.

Skills

Instructional Design

ADDIE

Project Management

Storyline 360

LMS

Communication

Curriculum Development

Healthcare Training

Education

Bachelor's degree in Education or related field

Tools

Articulate Storyline 360

Adobe Captivate

Camtasia

Microsoft Office

Job description

NYC Health + Hospitals is seeking an Instructional Designer to design scalable training programs for patient support teams. You will translate scheduling processes and CRM workflows into clear learning experiences, collaborating with QA, managers, and SMEs to update training as policies roll out.

Responsibilities include managing multiple projects, aligning training with CCaaS and workforce tools, and evaluating program effectiveness, while maintaining an empathetic, patient-centered approach in