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Non-Clinical Training Manager in Knoxville, Tennessee, US at TeamHealth

Date Posted: 2/4/2020

Job Snapshot

Job Description

Job Description Overview

The Nonclinical Training Manager will, under the direction and supervision of the Director of Nonclinical Services, develop, deliver, and/or supervise the new hire training and continuing education of the Patient Coordinator staff.  The purpose of this position is to ensure all Nonclinical AccessNurse staff are adequately prepared to provide effective and efficient services to the clients/patients AccessNurse serves.

Essential Duties and Responsibilities

  • Supervision of Nonclinical staff throughout all aspects of training.
  • Develop and continually update curriculum to provide orientation and ongoing training in an efficient and cost effective manner.
  • Collaborate with client services and management to identify client needs and develop appropriate in-service programs.
  • Perform or supervise initial orientation and training for all Nonclinical call center staff before they assume assigned roles and responsibilities.
  • Oversee and participate in orientation and training performed by designated preceptors.
  • Develop processes for assessing the success of initial orientation and ongoing in-service programs and provide feedback to the staff based on that assessment to improve performance.
  • Maintain expertise in AccessNurse call handling applications and training programs.
  • Maintain annual training calendar, which includes a timeline of all classes and training initiatives.
  • Identify and build partnerships with internal and external training resources or consultants.
  • Maintain current, relevant skills and knowledge through attendance of workshops and seminars, reading professional journals, publications and participation in professional organizations.
  • Performs as a Patient Coordinator on a consistent basis in order to maintain skill set and a strong understanding of call handling processes and software.
  • Maintain training records and in-service attendance rosters.
  • Perform record audits and silent monitoring of calls on new employees during 120 day evaluation period.
  • Develop client specific training necessary to provide the client’s required services.
  • Identify needed in-services and collaborates with management for their delivery by clients – outside content experts.
  • Attend and participate in staff meetings.
  • Other duties as assigned.
  • Maintain positive relationships with interdepartmental team members.


Job Requirements


  • Bachelor’s Degree preferred.
  • Minimum of two years of experience in training or educational setting.
  • Prior call center experience preferred.
  • Proficient and skilled in using computer technology (i.e. MS Office, Power Point, Excel, etc.)
  • Experience in remote training desirable.
  • Ability to handle stress and conflict.
  • Capable of prioritizing and organizing.
  • Excellent presentation and negotiation skills.
  • Excellent verbal, written communication skills and organizations skills.
  • Good judgment and decision-making skills.
  • Good problem-solving/analytical skills.
  • Ability to manage, teach, motivate and direct others.
  • Flexibility in work schedule to accommodate training need in a 24/7 call center.

Physical/Environmental Demands

  • Job is performed in a well-lighted, modern office setting
  • Occasional lifting/carrying (20 pounds or less)
  • Moderate travel (out-of-town and overnight)
  • Moderate to high stress levels
  • Prolonged sitting
  • Prolonged work on a PC/computer and telephone

This position may require manual dexterity and/or frequent use of the computer, telephone, 10-key, calculator, office machines (copier, scanner, fax) and/or the ability to perform repetitive motions and/or meet production standards to comply with the essential functions. Also, may require physical and/or mental stamina to work overtime, additional hours beyond a regular schedule and/or more than five days per week.

The information contained in this job description has been designated to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position