Required:

• Bachelor's degree in Education, Healthcare Administration, Human Resources, or a related field.
  
• Minimum of 3-5 years of experience in training and development, preferably in a healthcare or call center environment.
  
• Strong understanding of adult learning principles and best practices in training program development and delivery.
  
• Excellent presentation, communication, and interpersonal skills.
  
• Proficiency in using training software and tools.
• Ability to analyze data and metrics to assess training effectiveness and make data-driven decisions.
  
• Detail-oriented with strong organizational skills. 
• Skill in preparing and facilitating classroom training sessions using adult learning techniques and methodologies for a variety of topics in various traditional and non-traditional environments for small or large audiences. Two or more years of experience required.
• Ability to problem-solve with other members of the Patient Communication Center team and to effect change toward improvement of services.
• Demonstrated presentation / training skills; able to speak clearly and professionally while using appropriate vocabulary and grammar.
• Demonstrated written communication skills; able to write clear and concise training materials, presentations, lesson plans, and other written correspondence
• Demonstrated ability to work as part of a team while functioning independently, maintaining confidentiality in all assignments, and showing initiative in identifying and solving problems as they occur.
• Demonstrated ability to maintain composure when confronted by difficult situations and to respond professionally.
• Possesses strong customer service skills to promote pleasant and effective interactions with patients, staff, and doctors.
• Demonstrated ability to creatively integrate competing demands of a multidisciplinary setting into a productive working environment.
• Skill to organize workflow to accomplish established objectives.
• Ability to establish cooperative working relationships with administrators, physicians, peers, and the public.
• Skill in recognizing an emergency or high priority situation and taking appropriate and immediate action.
• Advanced organizational skills to ensure a workable, efficient office.
• Strong interpersonal skills; ability to effectively train in both individual and group settings.
• Experience with various computer software and hardware including word-processing, knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and the Internet.
• Typing skills to prepare forms and correspondence with speed and accuracy.
• Travel to various locations for inservices, trainings, and/or seminars

Preferred:

• Working knowledge of clinical front desk operations that includes customer service and interpersonal relationships with physicians, patients, patient registration, appointment scheduling, managed care process, contracting process and revenue cycle process.
• Knowledge of UCLA systems is strongly preferred
  
• General knowledge of medical procedures and terminology.
  
• Certification in Training and Development (e.g., ATD, CPTM).
  
• Experience with e-learning platforms and virtual training delivery.
  
• Knowledge of healthcare regulations and compliance standards.