Experience Partner

This is a fully remote position, open to applicants in New York.

📋 Description

• Utilize AI listening tools, quality assessments, and feedback from patients and providers to identify gaps in experience.

• Develop and implement onboarding and continuous training programs for phone and text agents, both in-house and outsourced.

• Collaborate with supervisors and managers to ensure coaching occurs on a weekly basis.

• Ensure that outsourced partners adhere to Schweiger's training standards and achieve the necessary quality scores.

• Manage scorecards and oversee the listening process for both human and AI interactions.

• Monitor training outcomes, retain successful strategies, and report findings to leadership.

• Keep agents updated on changes in tools, workflows, and provider information.

• Work in conjunction with call center leadership and external call center partners.

• Carry out other responsibilities as assigned by the supervisor.

⛳️ Requirements

• Minimum of 3 years of relevant experience.

• Background in contact center training, quality assurance, or learning and development, preferably in both phone and text or chat environments.

• Proven ability to utilize data to determine training needs and demonstrate that training has positively influenced outcomes.

• Comfortable coaching frontline staff and collaborating with outsourced partners not under direct management.

• Proficient in using AI listening and analysis to identify trends.

• Strong writing skills with the capability to simplify complex issues into memorable training content.

• Basic understanding of HIPAA and OSHA compliance requirements.

• Bachelor's Degree in a related field is preferred.

• Experience in the healthcare sector is advantageous but not mandatory.

🏝️ Benefits

• Medical (including Virtual Care)

• HSA/FSA options

• Dental coverage

• Vision benefits

• 401K plan available after 30 days of employment

• Company-sponsored Short Term Disability (applicable only for non-California employees)

• Pre-tax savings options for public transit commuters

• Additional personal holiday for birthdays

• Employee discounts on Schweiger skin care products and cosmetic services