Associate Trainer, Patient Support Services
About The Position
The Associate Trainer role is aligned with IQVIA’s Centralized Outsourcing Operations Hub (COOH) and supports Patient Support Services within a call center environment. This role assists with the delivery of training under the guidance of Training Leadership and contributes to content development for Access Hub Services, which includes contacting insurance companies to verify eligibility, conducting benefit investigations, supporting copay assistance, and checking prior authorization and/or appeal status. It also covers Pharmacy Support, involving the receipt of medical claims from healthcare providers or patients and reviewing them against program-specific business rules for approval or rejection. The Associate Trainer provides support for both general and program-specific training initiatives, as assigned, and requires the ability to work collaboratively with cross-functional partners to support effective training delivery and drive business results.
Requirements
- Bachelor's degree from an accredited College/University or equivalent experience required
- 1-2 years of experience in training and education is required
- Exposure to call center operations, patient support services, or healthcare programs required
- The ability to collaborate effectively with internal and cross-functional 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
- Must have a private workspace free of distraction to adhere to HIPAA compliance/guidelines
- Workspace must include internet plug-in accessibility
- Excellent interpersonal and organizational skills
- Strong foundation in virtual engagement platforms (e.g. MS Teams)
- Strong presentation/facilitation skills (virtual and live)
- Demonstrated problem solving and critical thinking skills
- Initiative-taking and positive approach to providing solutions
- Excellent verbal and written communication skills
- Strong attention to detail and follow-through
- Ability to receive feedback and apply it to ongoing development
- Willingness to learn new systems, processes, and healthcare regulations
- High degree of discretion and confidentiality
- Ability to establish and maintain effective working relationships with co-workers, managers, and clients
Responsibilities
- Responsible for the delivery of compliant role and program specific training, as well as foundational customer engagement skills training
- May include content development as appropriate
- Deliver on assigned training (home study, live, and virtual) programs leveraging adult learning principles in a compliant manner
- Agenda creation and revisions
- New hire on-boarding
- Training communications
- Compilation/creation of primary slide decks and systems training user guides
- Coordination of presenters for live and virtual training events
- Input on the development of workshops
- On-going refresh/reinforcement training activities
- Consults and collaborates with Training Leadership and other partners as appropriate to identify training needs/gaps and design and deliver training that enhances call center effectiveness
Benefits
- a range of health and welfare and/or other benefits
- incentive plans, bonuses, and/or other forms of compensation may be offered
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
5,001-10,000 employees
