Call Center Specialist Trainer

Profile

Description

The Learning Facilitation Professional 1 conducts or facilitates training courses for organization employees or external audiences. The Learning Facilitation Professional 1 work assignments are often straightforward and of moderate complexity.

Responsibilities

Enclara, is a wholly owned hospice and palliative care pharmacy business acquired by Humana in 2021. Enclara is the nation's largest full-service pharmacy benefits manager (PBM) specifically for the hospice and palliative care sectors. Serving over 450 customers and nearly 100,000 patients nationally, Enclara works closely with hospices to reduce pharmacy costs, improve patient care and support caregivers through: digital innovations, flexible medication access, one-on-one clinical support, and excellent customer service.

Schedule : 9AM to 5:30PM EST

Potential Work at Home opportunity.

The specialist trainer is responsible for facilitating specialist training and development. The trainer will serve as the subject matter expert for specialist roles within Pharmacy Networks. The successful candidate will collaborate with Training, Operations and Quality teams to ensure training is effective, driving efficient and exceptional quality of work.

Essential Duties and Responsibilities:

Training and Development

PCO Pharmacy Networks Specialist training and development responsibilities include, but are not limited to:


Facilitating training for specialists, including newly-hired or transferred specialists and current specialists with additional training needs (including virtual)
Assess specialist competency during training and development after training
Assist with developing and updating training materials (including virtual)
Participate in training and development meetings
Coordinate the training schedules, including newly-hired or transferred specialists and current specialists with additional training needs
Assist with coordinating and conducting new hire orientation upon request
Other duties may be assigned


Performance Improvement

Performance improvement responsibilities include, but are not limited to:


Identify opportunities for performance improvement through review of quality exceptions and experience in production, as well as through training and development
Identify the need for individual performance improvement plans in collaboration with operations
Support the patient care operations team in production
Other duties may be assigned


Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.


Ability to follow directions and adhere to standard operating procedures
Ability to prioritize work and multitask
Well organized, detail oriented, and self-directed
Excellent verbal and written communication skills, including presentation skills and creative writing skills
Excellent customer service skills
Ability to identify key quality issues and propose solutions
Ability to maintain confidentiality with staff and with client, including patient, records


Education and/or Experience:


High school diploma required - BS/BA preferred
Knowledge of Patient Care Operations Pharmacy Networks processes, skills, software, and abilities
Working knowledge of Enclara Pharmacia philosophy, procedures and operations
Experience with theory and application of adult learning principles and techniques preferred
Experience in educational web-based material development, implementation and evaluation, including training programs and competency assessments preferred


Computer Skills (Preferred):


Proficient in Enclara based application systems, including Infinity and Genesis
Experienced with MS Office, including Outlook, Word, PowerPoint
Experience in eLearning systems a plus
Sound typing skills


Certificates, Licenses, Registrations:


Facilitation and training certifications preferred


Scheduled Weekly Hours

40

Company info

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