Job Details

Company Overview

HealthStream is the leader in healthcare workforce solutions. We help organizations work better by helping their people work smarter.

HealthStream provides the leading learning, clinical development, credentialing, and scheduling applications delivered on healthcare's #1 platform. We streamline everyday tasks while improving performance, engagement, and safety - fostering a workplace where people flourish, and care thrives.

Why Join Us

At HealthStream, you'll have the opportunity to make a meaningful impact on the future of healthcare by collaborating with a team of talented professionals dedicated to innovation and excellence. We offer competitive compensation, comprehensive benefits, and a supportive work environment where creativity and collaboration thrive.

Our shared vision is to enhance the quality of healthcare by empowering the people who deliver care - a commitment we have upheld for over 30 years through providing innovative solutions and driving constant growth. Join us in revolutionizing the healthcare industry and shaping the future of patient care. As a HealthStreamer, you will be at the forefront of healthcare technology innovation, making a recurring impact on the industry.

We're proud of our values-forward culture that offers our people:

• Mission-oriented work
• Diverse and inclusive culture
• Competitive Compensation & Bonuses
• Comprehensive Insurance Plans
• Mental and Physical Health Support
• Work-from-home flexibility
• Fitness Center Reimbursements
• Streaming Good time off for volunteering
• Wellness workshops
• Buddy Program for new HealthStreamers
• Collaborative work environment
• Career growth opportunities
• Continuous learning opportunities
• Inspiring workspaces to collaborate and connect with other HealthStreamers
• Free employee parking at our Resource Centers in Nashville and San Diego

At HealthStream, our thriving culture encourages collaboration and values contributions, allowing our team members to continuously solve big problems and grow. We offer flexibility and paid time off to support work-life integration for all employees, including a hybrid work environment and Streaming Good volunteer day. For team members in commutable distance, HealthStream has Resource Centers in Nashville, TN and San Diego, CA. Our resource centers provide an inspiring workspace to collaborate and recharge as well as company-sponsored onsite social events for development, connection, and celebration.

We are committed to driving innovation in healthcare and ensuring that patients receive competent care from qualified professionals. As a HealthStream team member, you will help bring this vision to life. If you want to work for a company committed to its values and vision, HealthStream is the place for you!

HealthStream is an equal opportunity employer. HealthStream prohibits employment practices that discriminate against individual employees or groups of employees on the basis of age, color, disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law.

Position Information

Position Overview

HealthStream is known for delighting customers in every interaction. The On-Boarding Trainer, Tier 1 Customer Support is responsible for working with Tier 1 leadership to support the team in providing world class customer service to internal and external customers through new-hire training, team quality audits, and on-going skills training.

To perform this job successfully, the On-Boarding Trainer, Tier 1 Customer Support must serve as an advocate for customers and work to ensure their satisfaction by providing excellent in-team training and quality audits. This role is part of the Tier 1 leadership team and works together in planning, coordinating, and influencing the activities of the customer support team and in maintaining and enhancing customer delight.

Key Responsibilities

You will be responsible for adhering to all HealthStream security policies, procedures, and assigned training.

• Has working knowledge of current trends in AI and is passionate about exploring and implementing ways to use AI to improve new hire on-boarding and on-going skills training.
• Will examine current training processes across Tier 1 to document, align where appropriate, and streamline with the goal of minimizing time between date of hire and readiness to work directly with customers.
• Achieves customer support objectives by assessing and developing product training materials on an on-going basis, facilitating micro or in-place training for the Tier 1 team, and implementing on-going training for all Tier 1 Specialists, including those acquired through company acquisitions.
• Supports the Tier 1 team by coaching Customer Support Specialists (CSSs) and patiently teaching complex concepts.
• Facilitates all new hire and on-boarding activities and training, including scheduling, teaching, coaching, and encouraging new CSSs.
• Assesses the quality and accuracy of case resolutions and customer communications by performing regular call and case audits for the Customer Support team.
• Provides timely feedback and coaching to CSSs. Alerts leadership regarding any concerns or trends that need addressing during initial training or ongoing operations management.
• Actively participates in efforts to continuously improve the accuracy and efficiency of quality audits.
• Develops documentation, new training materials and curricula, and creates new ways of delivering efficient, practical and effective training to the team.
• Improves customer service quality results by studying, evaluating, and recommending processes; communicating audit metrics; monitoring and analyzing results; and sharing trends and findings with team leadership.
• Ensures that the necessary resources and training tools are available for quality customer service delivery.
• Assists in Team Lead responsibilities as needed.
• Acts as a phone Specialist during call volume surges.

Requirements

• Bachelor's degree required. Equivalent experience will be considered in lieu of education.
• Direct experience with HealthStream products and additional background in a customer support-related field.
• Excellent knowledge of leadership methods, techniques, and awareness of industry latest technology trends and applications. Specific knowledge of, passion for, and/or ability to learn using AI in the pursuit of more efficient on-boarding training.
• Supervisory or coaching experience required.
• Experience teaching, training and/or giving feedback in a formal coaching environment highly preferred.

Qualifications

• Need to either have, or be able to rapidly develop, a strong working knowledge of HealthStream's products and applications.
• Mid-to-high level computer skills including Microsoft Office, Teams, and Salesforce.
• Need to either have, or be able to rapidly develop, a strong working knowledge of using AI to improve effectiveness and efficiency of the role.
• Teaching, coaching, and/or supervisory experience.
• Strong interpersonal, written, and oral communication skills required. Instructional, facilitation, and presentation skills are a plus.
• Excellent analytical and problem-solving abilities, highly self-motivated and independent while being able to accept direction with completion of tasks.
• Customer-centric mindset, strong interpersonal skills, and patience.
• Ability to comfortably interface with technical personnel.
• Multi-task oriented; works with a sense of urgency and a desire for excellence in performance.
• Ability to learn new technologies to meet internal training goals.
• Reliable with a strong work ethic.
• Ability to think strategically and to lead with patience.
• Ability to teach complex concepts in meaningful ways, and to understand different learning and teaching styles.
• Strong organizational skills and the ability to work independently with little supervision.
• Stress tolerance.
• Strong client-facing and communication skills.
• Customer service focus.
• Problem analysis and problem-solving skills.
• Decision-making abilities.
• The desire to develop leadership skills and learn new supervisory skills.
• The ability to give and receive meaningful feedback to promote a culture of learning.

Compensation

• The salary range for this position is $55,727 - $60,000. Salary will be determined on the candidate's level of experience and qualifications. Compensation will be commensurate with skills, relevant experience, and performance in similar roles.

Benefits

HealthStream offers a comprehensive benefits package to eligible employees, including:

• Medical, Dental and Vision insurance
• Paid Time Off
• Parental Leave
• 401k and Roth
• Flexible Spending Account
• Health Savings Account
• Life Insurance
• Short- and Long-Term Disability
• Medical Bridge Insurance
• Critical Illness Insurance
• Accident Insurance
• Identity Protection
• Legal Protection
• Pet Insurance
• Employee Assistance Program
• Fitness Reimbursement

Are you passionate about enhancing healthcare outcomes and empowering healthcare professionals? Join the HealthStream team and become a HealthStreamer! Together, we can make a difference in the world of healthcare.

Req #45871