Contact Center Education Coordinator - Hospice of Michigan

Job Summary:Responsible for designing, organizing, and providing oversight of the NorthStar Care Community (NSCC) Contact Center education program, in collaboration with the NSCC leadership team. Responsible for collaborating with leadership to meet with the learning needs of department staff and to achieve the department goals of providing high-quality, consistent services to internal and external customers, fulfilling the mission of the organization. Responsible for working with department leaders and staff to ensure department processes and practices are evidence-based and consistent with regulatory and legal requirements.

Essential Functions:

Staff Education Functions

• Collaborates with leadership to design and implement Contact Center orientation and training programs to meet the learning needs of staff and achieve department goals.
• Responsible for coordinating/overseeing the orientation of newly hired clinicians and support staff.
• Utilizes assessment tools including audits and various forms of feedback from leaders and staff to identify staff learning needs.
• Acts as teacher and clinical resource to internal and external department staff.
• Collaborates with new hire, preceptor, and management to evaluate the learning needs of new employees and to provide support.
• Provides education of new processes to Contact Center staff.
• Provides educational support for new partner go-lives including medical record (EMR) training that consists of development of job aides, EMR instructional videos, question and answer bulletins, competencies, as well as the creation of OneNote process flows.
• Develops educational materials based on recognized clinical resources, current health care regulations and standards of practice.

Administrative Functions

• Ensures completion of competencies for both newly hired and current staff based on discipline-specific job duties.
• Responsible for ensuring education material, including competencies, are entered into the company education tracking system, currently Relias.
• Organizes and categorizes learning material into SharePoint to ensure easy access for all instructors.
• In collaboration with leadership, coordinates staff learning opportunities, including planning, scheduling, monitoring, on-site coordination, and tracking of attendance.
• Utilizes evaluation tools to ensure goals of learning opportunities are met.

Department Quality Functions

• Participates in department quality assurance, process improvement projects as needed. Uses data available through various approved platforms to analyze performance and track progress.
• Conducts audits of staff performance as requested by leadership.

General Functions

• Provides consultative services, as requested to internal and external customers regarding learning and performance technology activities units.
• Actively participates in team functions and meetings, when appropriate and/or requested.
• Interacts with guests, customers, and employees in a courteous and professional manner always.
• Assists with taking patient calls as call volume dictates.
• Participates and facilitates the development of short and long-term program goals.
• Utilizes allocated supplies and resources appropriately to ensure business outcomes are met.
• Develops and/or considers budget implications for all learning and performance technology projects and programs.
• Adjusts to changes in workload and schedules based on changing team priorities.
• Actively participates in internal and external education, training, in-services, and other activities to promote personal and professional growth.
• Adheres to organizational code of conduct, policies and procedures and all regulatory and legal requirements. Consistently follows all departmental and organizational protocols and practices with customers, and that boundaries within the scope of practice are not exceeded.
• Adheres to the NorthStar standards to care for every person, every time, 100% of the time.

Qualifications:

• Bachelor’s degree in nursing required. Master’s degree in nursing and education preferred. An Associate’s degree in nursing with the equivalent amount of work experience may be considered.
• Graduation from an accredited school of nursing. Must possess a Registered Nurse License in the State of Michigan. May be required to possess a Registered Nurse License in any state that contact center provides support.
• Advanced knowledge and clinical expertise in hospice and palliative care required.
• Minimum five (5) years of experience within health care setting with three (3) years additional clinical, education, teaching, and/or research experience preferred.
• Demonstrated ability to organize, prioritize and manage teaching, learning, training, and human performance technology projects required.
• Demonstrated understanding of regulatory/compliance issues and performance improvement process.
• Demonstrated willingness towards professional growth.
• Must be able to read, write and speak English fluently and be able to effectively communicate orally and in writing in internal and external relationships for all essential job functions.
• Must have demonstrated ability to work cooperatively with and collaborate with others to achieve project outcomes.
• Ability to effectively use technology in support of management and clinical operations.
• Must possess sound judgment; effective organizational, prioritization and follow-through skills; attention to detail; accuracy; dependability; tact; and ability to maintain confidential information.
• The physical demands of the position include vision, effective speech, and hearing for extensive telephone contact; repetitive motion; traveling; driving or riding in motor vehicle; standing, sitting, walking, bending, reaching, and stretching; lifting up to twenty-five (25) pounds unassisted.
• Availability to work variable hours/days; activities and workload may require extended days at times.
• Must demonstrate eligibility to work in the United States.