Member Experience Training and Quality Lead
About The Position
Position Overview: The Training and Quality Lead is responsible for administering group and individual training, quality reviews, related reporting, analysis, and recommendations. This role will conduct new hire and ongoing training initiatives. About MedOne: MedOne is a full-service pharmacy benefit manager (PBM), serving clients and members nationwide. With a fully transparent, pass-through model, MedOne helps people conveniently access the most appropriate prescriptions at the most affordable price. What You Will Do at MedOne: Facilitate training for Member Advocates and Patient Care Coordinators Complete Quality Assurance (QA) assessments Participate in Member Engagement, handling phone, chat and email inquiries Work collaboratively to develop and modify training initiatives which support Member satisfaction, performance standards, and employee growth Evolve training and QA procedures, documents, video tutorials, and AI tools Perform on-going training and QA needs analysis based upon trending data Identify initiatives to raise performance, employee growth, and member satisfaction Monitor Member interactions to identify improvement needs Monitor CSAT results Review outcomes of member surveys; create and execute training and QA initiatives addressing areas in need of improvement Coach staff regarding de-escalation techniques, and customer service skills Provide direct feedback to employees regarding training and QA assessments Collaborate regularly with Team Leads and Manager Participate in phone queue staffing, assisting callers Align with, and support MedOne’s Core Values
Requirements
- College degree in Instructional Design, Communications, or Business Management
- Background in pharmacy, pharmacy benefits, or other related healthcare field
- Understanding of pharmacy benefit management concepts and operations
- Motivated to understand pharmacy benefit management, including pharmaceutical drugs and drug therapies and share this knowledge to broaden skillset of team
- Demonstrated training facilitation and content creation skills
- Strong knowledge of Microsoft Office, including Word, Excel and Teams
- Must possess a current Pharmacy Technician Certification
- Strong listening, verbal, and written communication skills
- Skilled at providing feedback to others, influencing and coaching for success
- Work effectively in a team environment
- Must be timely, dependable and must notify supervisor of schedule changes
- Must demonstrate professionalism while maintaining discretion with sensitive personnel and interdepartmental information
Responsibilities
- Facilitate training for Member Advocates and Patient Care Coordinators
- Complete Quality Assurance (QA) assessments
- Participate in Member Engagement, handling phone, chat and email inquiries
- Work collaboratively to develop and modify training initiatives which support Member satisfaction, performance standards, and employee growth
- Evolve training and QA procedures, documents, video tutorials, and AI tools
- Perform on-going training and QA needs analysis based upon trending data
- Identify initiatives to raise performance, employee growth, and member satisfaction
- Monitor Member interactions to identify improvement needs
- Monitor CSAT results
- Review outcomes of member surveys; create and execute training and QA initiatives addressing areas in need of improvement
- Coach staff regarding de-escalation techniques, and customer service skills
- Provide direct feedback to employees regarding training and QA assessments
- Collaborate regularly with Team Leads and Manager
- Participate in phone queue staffing, assisting callers
- Align with, and support MedOne’s Core Values
Benefits
- Competitive salary and bonuses that reward your performance.
- Comprehensive health, dental, and vision insurance.
- 401(k) with company match to secure your future.
- Generous paid time off and holidays.
- Opportunities for professional growth and development.
- A vibrant and collaborative work culture.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
