Operations Team Trainer

Operations Team Trainer

Location: Remote

Company Description

Amwell is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. We offer a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 150 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 80 million lives.

As Operations Team Trainer (NOC), you will play a vital role in content creation and delivery for our Customer-facing Support Specialists. You will work closely with leaders from Knowledge Management, Operations, and Quality to gather inputs and feedback for continuous improvement. You will work with new joiners leading on-boarding training and will sign-off on training completion before they move to their permanent rotating schedule. You will also help existing Specialists maintain high proficiency by sharing training flashes, engagement-related exercises and workflow upskilling as needed. This role will manage the end to end training process for new and existing team members in conjunction with our corporate Learning & Development Leads.

Core Responsibilities:

• Develop and maintain training programs and content for new hires
• Schedule and lead the training and onboarding for new hires
• Create and manage the training schedule to ensure timely completion
• Develop post-training assessments to measure comprehension and mastery of material
• Sign off on completion and mastery of new hire training
• Develop and maintain reference and how-to guides
• Complete annual/as needed review of all reference materials
• Work with Knowledge Management to ensure all materials are up to date
• Provide ongoing training and assistance with answering new hires questions
• Training experienced employees on new or updated procedures to improve their performance
• Analyze the effectiveness of training and develop appropriate modifications if needed
• Partner with Corporate Training to align on vision, strategy and branding

Qualifications:

• Exceptional decision making and problem-solving abilities
• Exceptional communication and interpersonal skills
• Exceptional time management and organizational skills
• Ability to prioritize and reprioritize quickly and effectively
• Must possess strong learning abilities to gain a comprehensive understanding of the company’s products and services
• Knowledgeable about a variety of training tools and techniques, including hands-on workshops, virtual lectures, videos or presentations, online learning, training manuals, one-on-one coaching, and group role-play sessions. Exceptional presentation and communication skills to deliver effective training.
• Drive to develop new materials and build a training program from the ground up
• Education Associate or Bachelor’s Degree preferred
• Experience 1-2 years’ relevant work experience

Additional information

Working at Amwell:

Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. We’re a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic.

Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.

Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars – our Workplace, our Workforce and our Community.

Amwell is a “virtual first” workplace, which means you can work from anywhere, coming together physically for ideation, collaboration and client meetings. We enable our employees with the tools, resources and opportunities to do their jobs effectively wherever they are! Amwell has collaboration spaces in Boston, Tysons Corner, Portland, Woodland Hills, and Seattle.

The typical base salary range for this position is $58,000 – $79,750. The actual salary offer will ultimately depend on multiple factors including, but not limited to, knowledge, skills, relevant education, experience, complexity or specialization of talent, and other objective factors. In addition to base salary, this role may be eligible for an annual bonus based on a combination of company performance and employee performance. Long-term incentive and short-term variable compensation may be offered as part of the compensation package dependent on the role. Some roles may be commission based, in which case the total compensation will be based on a commission and the above range may not be an accurate representation of total compensation.

Further, the above range is subject to change based on market demands and operational needs and does not constitute a promise of a particular wage or a guarantee of employment. Your recruiter can share more during the hiring process about the specific salary range based on the above factors listed.

Additional Benefits

• Flexible Personal Time Off (Vacation time)
• 401K match
• Competitive healthcare, dental and vision insurance plans
• Paid Parental Leave (Maternity and Paternity leave)
• Employee Stock Purchase Program
• Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
• Free Subscription to the Calm App
• Tuition Assistance Program
• Pet Insurance