Job Description

Overall Purpose:

• Facilitates training programs that may
  include product training, company background and industry policies.
• Implementing Training assessments and
  monitoring trainee performance through established measurements.

Responsibilities:

• Develops and executes the end to end
  processfor allrequired training programs from a content
  delivery and training administration perspective;
• Facilitates all required training
  programs with the ability to translate subject matter expertise to knowledge
  gain and skills development;
• Manages the training environment and
  identifies improvement opportunities in the learning process based on
  production needs, metrics and expectations;
• Executes basic needs analysis to
  identify a training need;
• Reviews curriculum andlearning materials on a regular basis and
  develops new content when necessary;
• Monitors process understanding of
  agents and identify agents’ strengths and areas for improvement.
• Provides timely, constructive feedback
  to agents through call monitoring system and in-person to aid in the
  enhancement of the following skills: telephone etiquette, customer service and
  call management Evaluates agent performance in training and provides
  appropriate coaching interventions.
• Coordinates the timely delivery of
  coaching to all required personnel with the appropriate management team members
• Collaborates with team leaders and
  trainers / training managers to improve the process knowledge of agents.
• Acts as process mentor & coach to
  the agents and may also serve as a back-up point of escalation when Subject
  Matter Experts are unavailable.

Skills and Qualifications:

• Current U.S. Registered Nurse in good
  standing to practice required
• Proficient analytical skills
• Experience in medical or insurance
  field preferred
• Knowledge of ICD-9 and CPT codes
  preferred
• Managed care experience preferred
• Knowledge of Adult Learning Theory
  preferred
• Nursing degree holder
• 2 years clinical experience required
• Related outsourcing operations
  experience preferred
• Working knowledge and experience with
  computers and internet
• 2 – 3 years of work experience in the
  Contact Center industry, preferred
• 1 – 2 years of training or teaching
  experience
• Customer service or its equivalent for
  a designated customer bas
• Technical or Specific Skills (e.g.
  technical, computer)
• A working knowledge of MS Office
  products, with strong Excel and PowerPoint skills
• Proficient in report writing, business
  correspondence
• Proficient in Client applications