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(Manager Administrative IV) The Training and Development Manager is responsible for developing, implementing and maintaining a comprehensive training and development program for all lines of business for HSR  which focuses on building the knowledge base and skills needed to reach optimal performance within the departments. The Manager, in conjunction with departmental leaders will: identify training and development needs based on job descriptions and required competencies, create and update training materials utilizing e-learning software when appropriate, facilitate the development and implementation of a training program for new associates and a performance management program for ongoing staff development. The Manager is responsible for the certification program of training staff.



.Bachelor's degree and 3 years experience.

. Excellent oral/written communications skills

. Time management, organizational skills, ability to manage multiple projects/queries

. Excellent decision making skills, conflict resolution skills, behavior exhibiting highest standards of customer service orientation; personal flexibility to meet the daily business needs; pleasant telephone voice and manner; experienced public speaking and acceptable dictation and grammar

. Intermediate to advanced computer skills including MS Word, MS PowerPoint and MS Excel skills required

. Ability to interact with internal and external customers of all levels including management level, patient origin, ethnic background; and education levels

. Incumbent must have or develop a working knowledge of the structure of Montefiore Health System and the services and programs available in the various clinical and non-clinical departments

. Minimum 2 years experience in call center quality accuracy/monitoring programs required

. Experience in an insurance/health care/managed care environment and/or Call Center Supervisory experience preferred. 

. Process Improvement, Analyzing Information , Strategic Planning,  Emphasizing Excellence, Attention to Detail, Thoroughness, Dealing with Complexity
. Conduct studies and research with minimal supervision. 
. Complete assignments with independent thought and action within the scope of specific assignments.  
. Strong knowledge of customer care processes and techniques. 
. Demonstrated ability to work well in a team environment. 
. Dedication to providing exceptional customer service.
. Proficiency in using computer systems and the listed software applications associated with performance of assigned work is essential. Basic problem solving skills associated with software applications used is expected. Software usage relevant to job duties will be evaluated.




Department: Revenue Cycle Bargaining Unit: Non Union Campus: FORDHAM  Employment Status: Regular Full-Time Address: 1 Fordham Plaza, Bronx
Shift: Day Scheduled Hours: 8:30 AM-5 PM Req ID: 156042 


Montefiore is an equal employment opportunity employer. Montefiore will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law. 



To heal, to teach, to discover and to advance the health of the communities we serve.

To be a premier academic medical center that transforms health and enriches lives.

Define our philosophy of care, they shape our actions and motivate and inspire us to pursue excellence and achieve the goals we have set forth for the future. Our values include:

  • Humanity
  • Innovation
  • Teamwork
  • Diversity
  • Equity