Trainer – Patient Support Services Training

Trainer – Patient Support Services Training

Requirements

• Bachelor’s degree from an accredited College/University or equivalent experience
• 2-years or more experience in training, education, or equivalent experience
• 2-years or more experience as a Pharmacy Technician and Medical Claim Processor (or equivalent experience)
• Medical Billing and Coding Certification required
• Call Center experience required
• The ability to collaborate effectively with internal partners to identify commonalities, use resources, and achieve goals
• Demonstrated drive and initiative to identify and deliver on initiatives with limited direction
• A strong understanding of technological resources; examples include Outlook, Word, PowerPoint, and Excel

Responsibilities

• Responsible for the design, development, and delivery of compliant program specific training, as well as foundational and advanced customer engagement skills training
• Function as a subject matter expert for patient support services and deliver on all aspects of training (home study, live, and virtual) programs leveraging adult learning principles in a compliant manner. Responsibilities include, but not limited to, the following: agenda creation and revisions, new hire onboarding, training communications, compilation/creation of primary slide decks and systems training user guides, coordination of presenters for live and virtual training events, development of workshops, and ongoing refresh/reinforcement training activities
• Consults and collaborates with Patient Support Services Leadership, Regulatory, and other partners to identify training needs/gaps and design and deliver training that enhances call center effectiveness

Preferred Qualifications

• Excellent interpersonal, project management and organizational skills
• Solid foundation in virtual engagement platforms (e.g. MS Teams, Zoom, Adobe Connect)
• Excellent presentation/facilitation skills (virtual and live)
• Excellent coaching and counseling skills (virtual and live)
• Excellent problem solving and critical thinking skills
• Initiative-taking and positive approach to providing solutions
• Ability to operate independently and to make informed decisions
• Excellent verbal and written communication skills
• Strong attention to detail
• High degree of discretion and confidentiality
• Ability to work within a matrix team environment
• Ability to establish and maintain effective working relationships with co-workers, managers, and clients
• Strong working knowledge of Situational Leadership, Emotional Intelligence and DiSC (desired)