Job Information

Providence Customer Service Trainer/Quality Coach in Portland, Oregon


Providence St. Joseph Health is calling a Quality Coach/Team Trainer to work in office and remotely within Portland, OR.

We are seeking a Quality Coach/Team Trainer who will conduct training and quality service observations for the Inbound/Outbound Contact Center, to strive to continuous quality improvement processes and quality of service to our external and internal customers. Performs all duties in a manner which promotes team concept and reflects the Sisters of Providence mission and philosophy.

In this position you will have the following responsibilities:

  • Schedule, organize and conduct training and orientation of new hires

  • Ensure all necessary tools are available to new employees bringing forward any discrepancies to the supervisor for resolution

  • Demonstrate hands-on expertise. Sits with and observes staff regularly to learn the detail behind their work

  • Assist in developing and conducting a cross-training program for existing staff, ensuring that each staff member can perform their primary and secondary roles. Ensures call quality guidelines are uniformly followed within the Contact Center

  • Assist customer service and collection reps with customer questions and resolving daily problems and/or issues for account resolution. Serves as the "go to" for questions from team members in the absence of the supervisor and as appropriate for daily questions

  • Identify ongoing training needs and works with the supervisor to incorporate creativity, planning "fun" training events to enhance the work environment. Celebrates accomplishments of goals and positively impacts esprit de corps

  • Assist supervisor in the development of quality and productivity monitoring tools to ensure the team members are achieving adequate outcomes of training.

  • Meet on a regular basis with team trainers to review office wide procedure changes and prepares adequate communication, education and documentation of the impact of his/her team

  • Retain technical knowledge to provide customer service and collection rep feedback on use of various software and databases used in the Contact Center

  • Notify supervisor/manager of any training issues, process and procedure breakdowns that need additional training including team specific or department wide related to account resolution

Required qualifications for this position include:

  • High School/GED

  • 3 years Healthcare Experience

Preferred qualifications for this position include:

  • Call Center Training/Coaching.

  • Collection Experience.

  • Use of Multiple Computer Processing Application

About the department you will serve.

One Revenue Cycle (ORC) is the name adopted to reflect the Providence employees who work throughout Providence Health & Services (PH&S) in revenue cycle systems and structures in support of our ministries and operations in all regions from Alaska to California. ORC’s objective is to ensure our core strategy, One Ministry Committed to Excellence, is delivered along with the enhanced overall patient care experience (know me, care for me, ease my way) by providing a robust foundation of services, operational and technical support, and the sharing of comprehensive, relevant, and highly specialized revenue cycle expertise.

We offer a full comprehensive range of benefits — see our website for details —

About Providence

At Providence, our strength lies in Our Promise of “Know me, care for me, ease my way.” Working at our family of organizations means that regardless of your role, we’ll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

Requsition ID: P358433
Company: Providence Jobs
Job Category: Revenue Cycle Operations
Job Function: Revenue Cycle
Schedule: Full time
Shift: Day
Career Track: Admin Support
Department: 4001 SS RC SP FIN ASST ADM
Address: OR Portland 4400 NE Halsey St

Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.