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. CareMetx is a growing organization that has developed an industry leading patient access platform coupled with our service center team. The blend of technology and services is core to our offering for pharmaceutical manufacturers.

Job Title: Education Support Specialist

POSITION SUMMARY:

Under the direction of the Training Manager, this position will be responsible for the co-creation, design and delivery of class curriculum and learning materials, along with managing all documentation and evaluation phases of training for call center employees using established protocols and procedures. The Education Support Specialist will also be responsible for continuing education and executing change management for current call center employees, as needed.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Assist in identifying training needs by evaluating team and individual strengths and weaknesses
• Assist in the production of classroom handouts, instructional materials, aids and manuals
• Direct structured learning experiences and monitor quality results to deliver to management
• Deliver team training courses to coincide with corporate initiatives and core values
• Continuously monitor and evaluate ongoing programs, recommending necessary changes
• Maintain the highest levels of performance, quality and service, based on defined metrics
• Assist in evaluation of trainees’ performance by delivery of assessments
• Maintain an up-to-date working knowledge of all assigned cross-trained programs
• Consult on and/or develop instructional content as needed
• Provide refresher training as determined by Operations and Training Manager
• 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 via phone, web-based, or face-to-face learning
• Provide employee development through constructive feedback, coaching, training/developing, and applying mentorship techniques
• Conduct training/role playing exercises to reinforce proper behavior and performance
• 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 various methodologies such as improved quality scores
• Assist in the ongoing evaluation of the training process and implementing changes for improvement

Qualifications

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• High school diploma or GED required
• College degree preferred in Education, Training or related field (Adult education a plus)
• Previous call center training experience
• Proven experience in designing training events in a corporate setting
• Basic understanding of instructional design theory and learning principles
• Understanding of the full training cycle
• Proficiency in CMC, Transversal, PureCloud and MS Office Suite
• 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
• Strong ability to present to clients
• 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
• 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
• Demonstrate strong leadership skills in communicating complex processes into simple and easy to understand concepts

Physical Requirements:

• Ability to remain seated in a stationary position for prolonged periods.
• No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., picking up and computer / laptops) may be required.
• Good manual dexterity required to use common office equipment (e.g., computers, laptop, and mobile devices)
• Overnight business travel required.

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
• Minimum travel may be required.

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.

Job Type: Full-time

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