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Call Center Training Specialist
Luna
This job is no longer accepting applications
See open jobs at Luna.See open jobs similar to "Call Center Training Specialist" 8VC.Customer Service
Nashville, TN, USA
Posted on Tuesday, July 30, 2024
About Luna
Physical therapy is powerful—for developing strength, managing emerging conditions, or recovering from surgery. But it’s challenging for physical therapy to make a significant clinical impact because therapists and patients are worn out. Through technology and innovation, Luna makes it easier to give and receive care. Driving faster recoveries for lasting health in an industry long overdue for change, Luna is reimagining the physical therapy experience for all.
As a Concierge Training Specialist with Luna you will facilitate training the team of concierge associates and specialists on new and ongoing processes and procedures, along with monitoring and reporting on quality. In addition you will function as a resource for projects and roles as needed within the department to contribute to the ongoing success of Luna.
What you will be doing
- Developing a standardized Concierge onboarding training process.
- Facilitate hands on focused training for all new hires.
- Develop and define performance expectations / milestones and checkpoints for all new hires.
- Measure and report status of new hire performance against expectation to new hire and manager.
- Perform QA on booked patients to ensure quality.
- Facilitate team training on new tech releases, workflows and processes.
- Collect and report to leadership feedback and friction points on new features and processes. Provide updates back to the team. Facilitate an effective and meaningful feedback circle.
- Act as a subject matter expert on workflows and processes related to qualifying and scheduling.
- Support in reporting and interaction with engineering team on technical issue related to patient app/ Luxe
- Properly maintain and cultivate positive relationships with patients, therapists and fellow staff.
- Function as a stand in for any role within the department when there is a need.
- Other duties and assignments as assigned.
You will be a good fit if you have
- High School Diploma or equivalent
- 2+ years of experience in healthcare and scheduling preferred
- Experience in teaching, training and coaching
- Highly detail oriented
- Ability to multi-task in a fast-paced work environment
- Track record of exceptional customer service
- Proficient with Google Suite
- Goal oriented
- Demonstrates a high level of customer service and interpersonal communication skills
- Ability to quickly adapt to new work environments and personnel
Physical therapy, delivered. www.getluna.com
#LUNACORP1
Care Exceptionally * Incredibly Relentless * Be Impactful * 1% Better, Every Day
~ Forbes America's Best Startup Employers of 2024 #111 ~
~ Fast Company World's Most Innovative Companies of 2024 #13 in Healthcare ~
~ Exceptional Performance Designation from Medicare/CMS MIPS 2022, 2023 ~
~ Gold Indigo Design Award for mobile app design excellence 2020 ~
This job is no longer accepting applications
See open jobs at Luna.See open jobs similar to "Call Center Training Specialist" 8VC.