The Training Advice Nurse Call Center Specialist is responsible for the coordination and implementation of all clinical orientation and training for new employees in the Advice Nurse Contact Centers, including 6 preceptors. The Training Specialist assures all new employees receive consistent and thorough clinical orientation to the Advice Nurse role so as to provide safe, effective telephonic nursing care in compliance with regulatory requirements, professional standards, and internal policy. In collaboration with the management team, the Training Specialist is responsible for designing, developing and maintaining all training materials, including Advice Nurse Contact Center Knowledge Base.
Essential Functions:
- Develops, coordinates and facilitates the 8 week orientation process of all new hires in the Advice Nurse Contact Center.
- Trains and provides informal oversight to 6 clinical preceptors utilized for orientation and training.
- Maintains all training materials, including Advice Nurse Contact Center Knowledge Base site.
- Collaborates with the management team to develop, review, and revise all training materials, workflows and policies & procedures.
- Audits advice calls of new employees by listening recorded/ live calls for quality checks and teaching purposes, using the established quality tool to ensure adequate and appropriate documentation
- Serves as the department liaison to the call center advice team and works with Clinical Services and IT systems training department to ensure alignment in the Advice Nurse new hire training.
- Obtains all required access for the new employees.
- Responsible for updating the advice guidelines in Health Connect annually in partnership with Manager of Clinical Content and Quality.
Qualifications:
Basic Qualifications:
- Bachelor of Science in Nursing or an equivalent combination of education and experience.
- Current RN in state of Georgia.
- Five years of RN experience.
- Two years recent experience in Telephone Nursing Triage environment.
- Two years of supervisory experience.
- Demonstrated strong clinical knowledge base, judgment, and experience.
- Ability to analyze, integrate, and use quantitative data information in making business decisions and problem solving.
- Two years of teaching/facilitation in a learning environment.
- Excellent research and problem solving skills.
- Working knowledge of Microsoft Excel, Word, Visio and Power Point.
- Ability to perform multiple duties in a heavy workload environment with constant change.
Preferred Qualifications:
- Bachelor's Degree in Nursing or other related fields.
- Master's Degree in health care administration, nursing education and/ or management.
- National certification in a nursing specialty, administration, education, or other related field (i.e. more specifically Telephone Nursing).
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.