The mission of University of Washington Medicine is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow's physicians, scientists and other health professionals. UW Medicine owns or operates the following: Harborview Medical Center, Northwest Hospital & Medical Center, Valley Medical Center, UW Medical Center, a network of UW Medicine Neighborhood Clinics that provide primary care, UW Physicians, UW School of Medicine, Airlift Northwest, and other owned, operated, or affiliated entities as appropriate. In addition, UW Medicine shares in the ownership and governance of Children's University Medical Group and Seattle Cancer Care Alliance a partnership among UW Medicine, Fred Hutchinson Cancer Research, and Seattle Children's. The UW Medicine Contact Center is a fast-paced environment where customer service, patient care, and accuracy are the highest priorities at all times.The UW is proud to be one of the nation's premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty. As an employee you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please view this page.The UW Medicine Contact Center has an outstanding opportunity for a Technology Training Specialist (Full-Time, Day Shifts). The Technology Training Specialist is responsible for the development and delivery of training resources dedicated to the onboarding and continual education of all Contact Center employees. This role is also responsible for providing cross-functional project management on behalf of the training department and in support of Contact Center support teams initiatives. The Technology Training Specialist serves as a liaison between the Contact Center and UW Medicine Enterprise Revenue Training Department and is the subject matter expert in all technical aspects of the content development process to ensure maximum use and availability of eLearning technology at the UW Medicine Contact Center.Additionally, the Technology Training Specialist identifies educational requirements, risks, deliverables, schedules and leads the cross-functional effort to execute on project plans. The Technology Training Specialist will create and maintain project schedules, ensuring the development and updating of training resources are on track, timelines achieved, and necessary communications are do so through informal and formal channels. This position is responsible for the design, development, assignment, delivery, tracking, and evaluation of new hire training and continuing education content at the UW Medicine Contact Center.Key Responsibilities:Provide the Highest Quality Care:* Create content that addresses departmental learning gaps and increases CCR understanding of job dutiesPractice Fiscal Responsibility:* Protect departmental resources by minimizing impact on CCR auxiliary time and patient service levelsDevelop and distribute eLearning content that emphasizes the use of technology tools and involves both learning modules and training tips:* Develop new training content utilizing a variety of technical resources and eLearning systems, including Articulate Storyline, VideoScribe, MS MovieMaker, Audacity, and Amazon Polly* Lead the continued adaptation of new hire and continuous education curriculum to eLearning formats by researching and recommending new tools for virtual training* Cultivate the use of eLearning tools to effectively address departmental learning gaps while minimizing training time off phone and subsequent impact on patient service levels* Advocate for, sponsor, and implement new learning technologies to improve quality of training and support Contact Center mission* Conduct needs analyses to determine training requirements and priority of each project based on alignment with organizational goals* Present information and distribute learning modules and training tips to Contact Center staff based on assignment, utilizing both Zoom video conference and Uptivity for eLearning delivery* Ensure regular updates of training material take place by monitoring the audit schedule and participating in content reviews* Develop scripting and coordinate audio recording sessions to ensure the creation of new eLearning modules meets timeline goals* Upload content to eLearning delivery system and manage assignment to work groups, creating adherence segments in workforce management system to support training timesAssist Contact Center Support teams through managing new project intakes, developing project plan, timeline, and seeing through completion keeping all stakeholders up-to-date throughout the process:* Help develop project intake process, acquire requirements, allocate resources, develop timeline and keep stakeholders aware of timeline through completion* Represent Contact Center Support teams with UW Medicine Health System wide initiatives ensuring training tools, impacts, and training progress is on track and communicated to key stakeholders * Represent the Training & Development team to outside departments (such as UW Medicine clinics and Epic Revenue Cycle) and outside organizations (to include academic healthcare institutions and social service agencies) for the purpose of research and information-sharing, and pursue professional development opportunities* Use Zoom video conference software to host and facilitate training so CCR's can participate from their workstations, minimizing time away from phoneOversee the availability of digital content for training staff members and departmental learners:* Own the SharePoint Training & Development page and ensure a broad array of relevant training material remains available for quick reference and easy access by staff* Manage an expansive library of training content by overseeing the proper labeling, mapping, updating, organizing, and archiving of all files that comprise the output of the Training & Development team* Monitor training calendar and ensure it remains current with continuing education activitiesTrack metrics for reporting out on progress of Training & Development projects:* Monitor training rosters and report to supervisors/managers on completion rates to ensure trainees remain accountable for all assigned learning tasks* Compile metrics that represent training team performance to include assessment trending and measurements of classroom efficiency* Collaborate with Contact Center Support teams to develop reports for leadership on numerous aspects of education efforts to include: graduation rate, hours per module, and quality of training in effort to spot trends and identify areas for improvementDESIRED:* Two years of experience in healthcare and/or a call center environment* Experience with any of the following systems: Articulate Storyine, Uptivity WFM, VideoScribe, Zoom video conference, MS MovieMaker, Amazon Polly and Audacity
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.