Operations Training Specialist
MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team!
Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.
At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!
The Operations Training Specialist effectively analyzes, develops, recommends and delivers training programs to department's management and/or staff. This position is also responsible for updating, enhancing and producing quality training materials, identifying and recommending ongoing/new training in alignment with contact center customer service philosophy and business needs.
What You Get To Do:
Analyzes training needs, make recommendations and develop training programs including skill development exercises, required training lessons, reliability testing, instructional materials, mentoring and technical coaching in order to improve workflow
Delivers new hire and continuing education training to Contact Center staff
Delivers training through a variety of presentation formats, including classroom, one on one, e-mail, unit meetings and demonstrations
Monitor student progress throughout duration of training, providing coaching and developmental feedback
Complete daily tracking, including end of course evaluations and trainee assessments
Creates a positive impression of MedImpact and the Contact Center, through words and actions
Maintains a professionally structured class environment according to established policies and procedures
Facilitates transition of students from training to work environment, ensuring competency levels are sufficient
Maintains and verifies that review exercises are relevant; creates assessments and procedures to measure success of conducted training, measures retention of new and tenured agents
Provides feedback to management regarding process improvements and content gaps, provides feedback on changes required to method or procedures
Collaborates in the development, implementation and delivery of training programs by; regular participation in training development activities, certifying all courses taught, demonstrating a high level of quality methods and skills in training evaluations
Revises and rewrites materials to reflect nuances or enhancements in internal processes
Establishes learning objectives, identify best practices and measure results
Provides regular feedback and reports relative to training progress, roadblocks, and training materials
Encourages participation and open communication by providing regular reports of plans, progress and recommendations to department leadership
Participates in ongoing self-development to ensure knowledge and proficiency in skills development
Establish relationship with instructional design team to learn design methodology and become familiar with learner and facilitator guide standards
Research service information for each client by attending team meetings and periodic calibration sessions, conducting side-by-side observations and call monitoring for training department purposes
Education and/or Experience
For consideration candidates will need a Bachelor's degree from a four year college or university
Two (2) or more years' experience as a contact center trainer in a PBM or health care environment
Or equivalent combination of education and experience
Knowledge of adult learning principles and instructional design basics
To perform this job successfully, an individual should have knowledge of Microsoft Office Suite Word Processing software
Ability to understand system functionality, experience with analyzing legacy systems for training purposes
Certificates, Licenses, Registrations
Certified Technical Trainer (CTT+) certification preferred.
Other Skills and Abilities
Seasoned trainer with curriculum design skills in technical and operational areas
Strong analytical, verbal and written communication skills
Possesses strong interpersonal, public speaking, instructional, organizational, and time management skills
Ability to maintain a high degree of confidentiality using, tact, discretion, and professionalism in all aspects of the job
Strong attention to detail and follow-through skills
Ability to gather and analyze data and make recommendations to manage growth and change
Demonstrated maturity of judgment under pressure/ability to resolve/mediate problems
Travel - This position may require domestic travel and attendance may be required at various local conferences and meetings or other company sites.
Medical / Dental / Vision / Wellness Programs
Paid Time Off / Company Paid Holidays
401K with Company match
Life and Disability Insurance
Employee Referral Bonus
This position is eligible for Employee Referral Bonus at Level I
To explore all that MedImpact has to offer, and the greatness you can bring to our teams, please submit your resume to www.medimpact.com/careers
MedImpact, is a privately-held pharmacy benefit manager (PBM) headquartered in San Diego, California. Our solutions and services positively influence healthcare outcomes and expenditures, improving the position of our clients in the market. MedImpact offers high-value solutions to payers, providers and consumers of healthcare in the U.S. and foreign markets.
To perform this job successfully, the successful candidate must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.