Customer Service Training Manager jobs in Massachusetts

Req#: R30683
Category(s): Administrative Support, Customer Service
Full Time / Part Time: Full-Time
Shift: First

The AHA Training Coordinator is responsible for assuring that Baystate Health’s Emergency Education Center (EEC) meets all the criteria as a Training Center as established by the American Heart Association (AHA) for Basic Life Support (BLS), Advanced Life Support (ACLS), and Pediatric Life Support (PALS) training courses. The AHA Training Coordinator is a member of the EEC Program staff as well as a Coordinator for the AHA program. This position participates in coordinating teaching activities with faculty in the EEC Program. This includes the development of course schedules and instructor training courses, providing course materials, monitoring program initiatives, course and program evaluation, and providing instructor feedback.

The Baystate AHA Training Center is responsible for: The proper administration and quality of the ECC courses that they, their aligned instructors and Training Sites (TSs) provide; The day-to-day management of the TC, TSs, and instructors; Providing aligned instructors and TSs with consistent and timely communication of any new or updated information about National, Regional, or TC policies, procedures, course content, or course administration that could potentially affect an instructor while carrying out his or her responsibilities. The AHA coordinator serves as the principal resource for information, support, and quality control for all AHA ECC Instructors aligned with the TC; scheduling, coordinating and teaching at the monthly BLS certification, recertification and skills checks at Baystate's Education Center. The AHA coordinator is the primary contact between the TC and the AHA ECC programs; maintaining records and ensuring compliance with AHA requirements.

Job Responsibilities: 

• Maintain Baystate Health's status as an American Heart Association Training Center for all levels of AHA certification.
• Responsible for the scheduling, coordination, design, and implementation of AHA courses offered by the EEC.
• Maintains appropriate records as required to be a training center with the AHA, including records of all AHA instructors affiliated with the EEC by using the AHA instructor network.
• Responsible for quality assurance & improvement: Ensures instructors are monitored yearly by a TCF.
• Reporting: Submits all training reports and AHA requests by the stated deadline. Completes TC administrative Self-Review once a year to evaluate overall status. Renews TC. Compiles attendance and course data reports for Baystate annual report.
• As needed: Completes and Submits application to OEMS for EMT and Paramedic credits for the PALS courses. Completes and submits post program data to OEMS for paramedics and EMT’s that attend PALS Courses.
• Maintains AHA Instructor Files to make sure Provider and Teaching Cards are current. Issues instructor cards once verified that AHA instructor requirements have been met.
• Ensure Baystate Health is compliant with AHA and Baystate Health policies and procedures.
• Coordinates and participates in the Training Center’s (TC) initial and subsequent site reviews. Maintains a networking relationship with other TC’s.
• Manages instructors, training sites, and course rosters.
• Grow the program through market research and business development activity

Qualifications

• High School Diploma or GED required, Bachelor's Degree preferred
• 2 years as a Basic Life Support instructor

License/ Certifications

• BLS
• AHA BLS Certified Instructor
• ACLS Instructor certification (Must obtain within 12 months)
• PALS Instructor certification (Must obtain within 12 months)
• Current license as EMT, Paramedic, LPN or RN preferred

SKILLS/COMPETENCIES

• STRONG organizational ability, teaching ability, interpersonal and interprofessional communication skills, Highly proficient with Microsoft office suite.

THE ADVANTAGES OF WORKING WITH BAYSTATE!

• Excellent Compensation
• High-quality, low-cost medical, dental and vision insurance
• Certification and continuing education reimbursement
• 403b retirement company match & annual company contribution increase based on years of service
• Life insurance
• Reimbursement for a variety of wellbeing activities, included but limited to: gym membership and equipment, personal trainer, massage and so much more!
• Wellbeing programs that include but are not limited to mental, physical, and financial health

We strive to be the place where we can help you build the career you deserve – apply today – YOU belong at Baystate!

Our compensation philosophy:

We offer competitive total compensation that includes pay, benefits, and other recognition programs for our employees. The base pay range shown above considers the wide range of factors that are considered in making compensation decisions including knowledge/skills; relevant experience and training; education/certifications/licensure; and other business and organizational factors. This base pay range does not include our comprehensive benefits package and any incentive payments that may be applicable to this role.

You Belong At Baystate

At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.

DIVERSE TEAMS. DIVERSE PATIENTS. DIVERSE LOCATIONS.

Education:

GED or HiSET (Required)

Certifications:

Basic Life Support Instructor – American Heart Association

Equal Employment Opportunity Employer

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