Associate Trainer, Patient Support Services

IQVIA•New Providence, NJ

22h•Remote

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, including contacting insurance companies to verify eligibility, conducting benefit investigations, supporting copay assistance, and checking prior authorization and/or appeal status. It also supports Pharmacy Support, including receiving medical claims from healthcare providers or patients and reviewing claims against program-specific business rules to determine 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 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.
Create and revise agendas, manage new hire on-boarding, handle training communications, and compile/create primary slide decks and systems training user guides.
Coordinate presenters for live and virtual training events.
Provide input on the development of workshops and ongoing refresh/reinforcement training activities.
Consult and collaborate with Training Leadership and other partners as appropriate to identify training needs/gaps and design and deliver training that enhances call center effectiveness.