Illinois Tollway

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Call Center Trainer - UIH

at Illinois Tollway

Posted: 1/23/2019
Job Status: On Call
Job Reference #: 733379
Keywords: call center

Job Description

Call Center Trainer - UIH

Department:U.I. Health Customer CARE Center
Type of position:Full-time
Location:Chicago, IL

POSITION:          Call Center Trainer
DEPARTMENT:     UI Health Call Center
REPORTS TO:       Vice President, Call Center Operations
STATUS:               Full-Time, Salaried
LOCATION:          Central Office
SCHEDULE:          Varies; Hours of Operation: Monday-Friday, 8:00am-8:00pm                                  



The Call Center Trainer is responsible for developing, implementing, and/or modifying training programs and monitoring Customer Service Representatives' performance to ensure that specified goals are obtained.  This responsibility includes ensuring the classroom training processes, procedures, and regulations for HIPAA compliance and Protected Health Information are being followed. 


Specific Responsibilities

  • Designs, develops, and modifies curricula for training courses targeted at both new hires and established staff, including preparation of training materials (i.e. manuals, quick reference guides, audio/visual, computer help-screens, etc.)

  • Maintains up-to-date knowledge of UI Health policies, procedures, and clinical scheduling/registration guidelines for all clinics serviced by The Chicago Lighthouse representatives

  • Updates the Customer Service manuals and clinic guidelines with changes and corrections, as specified by the client.

  • Improves training effectiveness by developing new approaches and techniques. Adapts training as needed to meet the individual needs of trainees.

  • Reviews, documents, and reports customer service representatives’ performance weekly during the training period.

  • Monitors, coaches and provides feedback to the Customer Service Representatives.

  • Assesses employee performance using key performance indicators. Identifies trends and/or poor individual performance and develops targeted training programs.

  • Manages the ongoing training requirements for the Customer Service Representatives.

  • Conducts one monthly seminar. 

  • Plans one formal event on a quarterly basis for the team (such as a pizza party, movie, bowling event, etc.)

  • Motivates associates to participate in extracurricular activities and contests when held.

  • Any other duties deemed necessary by Supervisor.



  • Minimum 3-5 years of related work experience

  • Undergraduate degree or equivalent related experience

  • At least two years of 1st level training and development experience, preferably in a call center environment

  • Health/Hospital clinical experience a plus

  • Demonstrated ability to learn quickly and follow through

  • Excellent verbal/written communication skills

  • Strong interpersonal skills with the ability to motivate and build relationships

  • Ability to manage diverse personalities constructively

  • Ability to maintain an engaging learning environment using a variety of learning/training concepts, along with knowledge of adult learning principles

  • Strong belief in leading by example

  • Experience using Microsoft Office products in a networked environment

  • Must be able to work a flexible schedule



The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. The Chicago Lighthouse maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities.