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Posted: Sunday, September 3, 2017 1:08 PM

The Master Coach is responsible for supporting and fostering the coaching standards for the overall service organization and works on the individual needs of team coaches. The Master Coach is skilled in the area of giving feedback, including modeling of specific behaviors and identifying action steps. They also facilitate calibration sessions with coaches and monitor process and progress to maximize selling / service effectiveness. Key to their success is credibility within the organization and their ability to demonstrate the necessary skills and behaviors.PRIMARY RESPONSIBILITIESA: Able to recognize the presence or absence of standard service behaviors, including pivotal behaviors.A: Able to communicate and provide feedback to all levels of organization.A: Participates in planning measurable milestones to meet quality goals.A: Identifies additional processes, tools, and systems that cause negative impact on efficiency and customer service results.A: Provides verbal delivery of feedback to coaches monthly and as appropriate.A: Evaluates team leaders and supervisors and provides input into development plans.A: Maintains log of skill development and progress of each team leader/supervisor.A: Inspects team leader/supervisor coaching logs or the CoachingMentor AIM Tracking site and ensures balance of behavior reinforcement, refinement, and redirection.A: Participates in Master Coach cross site best practices conference calls and forums.A: Makes recommendations to leaders for process improvements based on observations of trends, progress and obstacles.A: Maintains integrity of the ServiceMentorï? Call StrategyA: . A: Participates in monthly Master Coach calls.A: Shadow coaches each team leader/supervisor to provide feedback on use of the Call StrategyA: recommended models, technical accuracy and call flow processes.A: Develops calibration schedules and facilitates calibration sessions.A: Reports out monthly coaching observations and successes/roadblocks to Leadership.A: Identifies and or recommends prospective coaches for coach development pipeline and placement.A: Participates in ongoing quality assessment/improvement activities as assigned, and documents information enabling data collection/root cause analysis needed to identify opportunities for improvement. Interprets corporate policies/procedures and ensures compliance with regulatory organizations.A: Attends/participates in staff development programs and obtains continuing education as required by company policy and licensing bodies. Interacts with referral sources to facilitate communications, answer questions and resolve problems. A: Assists direct supervisor and management in implementing/maintaining standardized operational processes to ensure compliance to CareCentrix policies, legal requirements and regulatory mandates. Ensures the confidentiality of patient documentation. A: Participates in and contributes to performance improvement activities. A: Participates in implementing / maintaining operational processes to ensure compliance to Company policies, legal requirements and regulatory mandates. A: Participates in special projects and performs other duties as assigned.ATTRIBUTES/QUALIFICATIONSThis position requires excellent negotiation, communication, problem solving and decision making skills. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. A: Candidate will possess excellent communication (verbal/written), proofreading, organizational and interpersonal skills.A: Strong organizational, research and facilitation skills.A: Ability to partner with a broad range of collaborators and stakeholders from technical staff to executive leadership. A: Must be able to interact with a di


• Location: Tampa

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