Bethesda, Maryland
Training Coordinator Job Opening in Bethesda, Maryland - CareMetx is seeking ambitious, motivated individuals with excellent communication, interpersonal and organizational skills who would like the opportunity to help people navigate the difficult healthcare landscape using their healthcare administration or information technology patient's are prescribed high cost, specialty medications , organizations like CareMetx are hired by pharmaceutical companies to provide "hub services." This niche industry has fast become an integral player in getting specialty products and devices to the patients who need them by managing the reimbursement for those products, identifying alternative funding when insurer's don't pay and providing clinical services when necessary. The hub maintains communication with physicians, specialty pharmacies, payers and others to assure patients get their medications in a timely fashion and continue to track progress while they are taking the medication.
POSITION SUMMARY:
Under the general direction of a Training Manager, this position will be responsible for conducting training programs, performing training needs assessments, designing and delivering curriculum and learning materials and for managing all phases of training interventions the training process for all call center employees, using established protocols and procedures. The Training Coordinator will also be responsible for re-education of current call center employees, as needed.
PRIMARY DUTIES AND RESPONSIBILITIES:
· Identify training needs by evaluating strengths and weaknesses
· Develop or oversee the production of classroom handouts, instructional materials, aids and manuals
· Direct structured learning experiences and monitor their quality results
· Deliver training courses
· Assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior
· Periodically evaluate ongoing programs to ensure that they reflect any changes
· Maintain the highest levels of performance, quality and service, based on defined metrics.
· Evaluates trainees? performance by the use of assessments.
· Co-ownership with Operations, of trainee performance 30 days after classroom instruction
· Maintain an up-to-date working knowledge of all assigned cross-trained programs
· Consult on and/or develop instructional content as needed
· Ability to work independently, integrate with an existing team while maintaining flexibility in a time-critical environment
· Thrive in a rapidly changing environment quickly adapting to changing business needs and processes
· Provide refresher training as needed.
· Measure, track, and evaluate employee progress through the training curriculum to assess if the individual is ready to perform the needed work.
· Provide feedback to the supervisory staff on the performance of individual employees.
· Conduct training sessions in phone, web-based, or face-to-face learning
· Provide employee development in the nesting area, through constructive feedback, coaching, training/developing, and applying mentorship techniques
· Demonstrate strong leadership skills in communicating complex processes into simple and easy to understand concepts
· Conduct training/role playing exercises to reinforce proper behavior and performance in the CSC
· Participate in the development and maintenance of relevant training and resource materials
· Initiate and coordinate delivery of all necessary training sessions
· Measure success of training through different methodologies such as improved quality scores, reduction in errors on scheduled trips, improvement in employee retention rates
· Responsible for ongoing evaluation of the training process and implementing changes for improvement
· Perform day to day project management of current and future training initiatives.
Qualifications
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
High school diploma or GED required
College preferred in Education, Training or related field (Adult education a plus)
3+ years call center training experience.
Proven experience in designing multiple training events in a corporate setting
Extensive knowledge of instructional design theory and learning principles
Proven ability to master the full training cycle
Good PC and keyboard skills, MS Office Suite fluency
Outstanding presentation and facilitation skills
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
· Outstanding interpersonal and interdepartmental skills in a multicultural environment
· Strong written/verbal communication skills
· Working understanding of adult learning theories preferred
· Prior work in a Customer Service Center or related industry preferred
· Demonstrate strong leadership skills in communicating complex processes into simple and easy-to-understand concepts
· Excellent multi-tasking and organizational skills, with the ability to balance multiple responsibilities and competing priorities simultaneously
· Strong influencing and interpersonal skills, including presentations to groups of various sizes.
· Self-reliant at creating training presentations and materials, measuring and assessing the success of each training event and integrating feedback into training delivery for continuous improvement.
· Excellent presentation and planning skills, as well as outstanding attention to detail.
· A good communicator who can engage an audience, as well as answer difficult questions.
· Strong understanding of consumer technology, products, user experience and customer flows.
Job Type: Full-time
Job Location:
Bethesda, MD
Required education:
High school or equivalent
Required experience:
in designing multiple training events in a corporate setting: 4 years
call center training: 4 years
writing/editing SOP's and creating traning manuals: 4 years
evaluating the results of training/ development initiative: 4 years
|
