Admissions Training Supervisor

3 months ago

Toronto, Canada Edgewood Health Network Inc Full time

**Job Title**: Admissions Training Supervisor

**Location**: Corporate Office - Toronto

**Reports To**: Admissions Manager - Eastern Region

**Position Overview**: The Admissions Training Lead is responsible for the admissions team’s ongoing training program. This program ensures admissions representatives maintain customer service excellence, professional consultative sales skills, high inquiry responsiveness, and communication of accurate information. The Admissions Team Lead accomplishes this via group training, individual coaching, reviewing activity metrics, auditing files, quality assurance scoring, shadowing representatives during customer interactions, and developing training content.

The Admissions Training Lead also works with admissions leadership to innovate sales strategies, optimize sales processes, improve customer experience, test new technology, and remove barriers to admission.

Success in this position hinges on excellent communication skills, compassion, strong customer service abilities, consultative sales skills, and a track record of performance coaching.

**Key Responsibilities**:

- Maintain comprehensive training program for the admissions team, covering various aspects such as customer service, intake procedures, crisis management, consultative sales skill, and compliance with regulatory requirements.
- Conduct training sessions and workshops to enhance the skills and knowledge of admissions staff, ensuring consistency and alignment with organizational objectives.
- Provide individual coaching and support to admissions team members, identifying areas for improvement and implementing strategies to address performance gaps.
- Establish performance metrics and targets for the admissions team, regularly monitoring progress and providing feedback to team members to ensure accountability and goal attainment.
- Collaborate with HR and management to facilitate the onboarding process for new admissions team members, ensuring a smooth transition and integration into the team.
- Maintain quality assurance standards for the admissions process, conducting regular audits and assessments to identify opportunities for improvement.
- Foster a culture of continuous learning and development within the admissions team, promoting a positive and supportive work environment conducive to professional growth.
- Other duties as assigned.

**Qualifications**:

- Bachelor's degree in a related field (e.g., psychology, counseling, business administration) preferred.
- Minimum of two years of experience in consultative sales training, preferably in a healthcare or mental health setting.
- Proven track record of delivering effective training programs, with strong facilitation and presentation skills.
- Excellent coaching and mentoring abilities, with the capacity to inspire and motivate team members to achieve their full potential.
- Strong understanding of customer service principles and best practices, with a focus on delivering exceptional patient/client experiences.
- Familiarity with regulatory requirements and standards governing admissions processes in the healthcare industry.
- Exceptional communication skills, both verbal and written, with the ability to communicate effectively with diverse stakeholders.
- Detail-oriented and organized, with the ability to manage multiple priorities and deadlines in a fast-paced environment.
- Proven ability to thrive in a fluid, fast-paced, unpredictable environment
- Commitment to the mission and values of EHN Canada.

**Employee Benefits and Perks**:

- Comprehensive benefits package, including a yearly allowance of $1,500 for mental health and addiction services, as well as $500 per service for various paramedical services, such as massage and physiotherapy.
- 24/7 Employee Assistance Program through LifeWorks.
- Competitive paid time off policies, including a paid day off on your birthday.
- Access to in-house fitness facilities where applicable or discounted external gym memberships.
- Perks and discounts with Perkopolis - entertainment, home/auto/pet insurance
- Personal and professional development through our Education Support Assistance program.
- Nationwide presence allows for supportive relocation opportunities.
- Defined Benefit pension through CAAT with up to a 4% employer contribution.
- Maternity and parental leave top-up.
- Access to discounts at Kids & Co. Daycare.

EHN Canada is an employment equity employer. If you should require accommodation during the interview process, please contact Human Resources

INDLP.

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