From Intake to Outcomes, CareMetx is dedicated to supporting the patient journey by providing hub services, innovative technology, and decision-making data to pharmaceutical, biotechnology, and medical device innovators.
Job Title: Training Coordinator
Position Summary:
Under the general direction of the Corporate Training Department and Operations Management, the Training Coordinator is responsible for the full life cycle of training; including conducting training needs analysis, designing and delivering class curriculum and learning materials, along with creating engaging activities, assessments, and job aides while managing the documentation and evaluation phases of training for a fast-paced call center team. The Training Coordinator is responsible for managing the onboarding education of new employees, as well as the continuing education and process change management for the established team, on an as-needed basis.
Primary Duties and Responsibilities:
- Evaluate individual, and team strengths and weaknesses to identify trends, coaching opportunities, and advise management and client of training needs
- Develop classroom handouts, instructional materials, job aids and user manuals related to business and system processes
- Direct structured learning experiences and monitor quality results for delivery to management
- Deliver team training courses to coincide with corporate initiatives and Core Values
- Assess training effectiveness through various methodologies to ensure retention and adoption of taught skills and techniques, into employee work behavior
- Evaluate existing ongoing programs to advise as to necessary changes
- Partner with the Quality Department to ensure the team maintains the highest levels of performance, quality, and service standards, based upon defined metrics
- Co-own with Operations, documentation of trainee performance, at calendar intervals after classroom instruction
- Provide compliance updates and refresher training as assessed and needed
- Measure, track, and evaluate employee progress through the training curriculum to assess if the individual is ready to perform the needed work
- Conduct training sessions via both web-based, and face-to-face learning
- Provide employee development through constructive feedback, coaching, training/developing, and applying mentorship techniques
- Partner with the Quality Department to identify trends for training and coaching
- Conduct training role playing exercises to reinforce proper behavior and performance
- Measure success of training through various methodologies such as improved quality scores, reduction in errors on scheduled trips, improvement in employee retention rates
- Perform day-to-day project management of current and future training initiatives
- Develop instructional material to maintain the highest levels of performance, quality and service, based on defined metrics
- Design and create content that aligns with instructional end goals and objectives
Experience and Education Requirements:
- High school diploma or GED required
- College degree preferred in Education, or Training (Adult education a plus)
- 3+ years of leading training in a Customer Service environment
- 2+ years of experience designing for live classrooms and virtual platforms
- History of creating voiceovers and flow diagrams for eLearning, preferred
- Candidates with Healthcare reimbursement knowledge, strongly considered
- Strong interpersonal communication skills with personalities across teams and various level of stakeholders
- 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
- Administrator-level experience within a Learning Management Systems
- Familiarity with Adobe Captivate, a plus
- Confidence to work independently to create, but with a team, to execute
Minimum Skills, Knowledge and Ability Requirements:
- Outstanding interpersonal and interdepartmental skills in a multicultural environment
- Strong written/verbal communication skills for interviewing Subject Matter experts to extract knowledge being incorporated into training programs
- Excellent ability to advise and influence in a client-facing environment
- Working understanding of adult learning theories preferred
- Excellent multi-tasking and organizational skills, with the ability to balance multiple responsibilities and competing priorities simultaneously
- 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
- Masterful of engaging an audience and answering difficult questions
- Strong understanding of consumer technology, products, user experience and customer flows
- Passionate about thriving in a rapidly-changing, time-critical environment, to quickly adapt to changing business needs and processes
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to sit
- The employee must occasionally lift and/or move up to 10 pounds.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Schedule
? Must be flexible on schedule and hours
? Extensive travel is required (60% travel)
CareMetx considers equivalent combinations of experience and education for most jobs. All candidates who believe they possess equivalent experience and education are encouraged to apply.
At CareMetx we work hard, we believe in what we do, and we want to be a company that does right by our employees. Our niche industry is an integral player in getting specialty products and devices to the patients who need them by managing reimbursements for those products, identifying alternative funding when insurers do not pay, and providing clinical services.
CareMetx is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.
