Job Description

RxSense is a healthcare technology and service company that offers innovative technology platforms to the pharmacy benefit services industry.  The combination of leading-edge systems and comprehensive operational capability allow us to be a valued added partner to a variety of prospects in the pharmacy benefits management marketplace.

PRIMARY JOB DUTIES & RESPONSIBILITIES:

• Utilize effective presentation skills and appropriate delivery techniques using a variety of delivery modalities targeted for individuals or groups including simulations, focused on the job training activities, guided discussions, interactive hands-on demonstrations, role plays, case studies, behavior modeling, coaching and mentoring.
• Understand and conduct training of proprietary computer applications.
• Prepare classrooms and lessons in advance of training sessions.
• Document training participant performance - Provide performance feedback
• Conduct and lead new hire training.
• Motivate training participants throughout duration of training program
• Model professional conduct during training to mirror expected disciplines in live production.
• Collaborate with subject matter experts to ensure course material accuracy and keep the Confluence Database updated at all times. 
• Develop and organize training curriculum, training manuals, multimedia visual aids, and other educational materials.
• Ensure training materials remain accurate/up to date
• Exceeds Contact Center training KPI metrics. .
• Work effectively with colleagues from other RxSense operations to address and resolve issues and improve customer satisfaction.
• Set work priorities without management assistance and work independently.
• Follow established company rules and guidelines to include maintaining necessary files, records and reports; to ensure quality standards are met; to ensure ISO compliance.
• Perform other related duties as required and/or directed.
• Subject matter expertise of relevant Contact Center training programs

DESIRED KNOWLEDGE, SKILLS & ABILITIES:

To be successful, individuals must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Thorough understanding and proficient use of customer service best practices and techniques in the Pharmacy Benefit industry. 
• Proficient ability to own the training process with minimal supervision using sound judgment, while maintaining a professional and positive demeanor.
• Must be able to develop and maintain strong working relationships on a multi-level basis. 
• Superior written and verbal communication skills - ability to communicate information & ideas clearly & concisely.
• Ability to foster a positive and productive work environment, with ability to lead, build teams, and motivate agents during the training period. 
• Ability to work in a dynamic fast paced atmosphere.
• Ability to maintain confidentiality
• Previous healthcare experience required
• Demonstrated knowledge of learner-centered training practices

Education and Experience:

• Bachelor’s degree in relevant field and 3 to 5 years of training experience.
• Must have Pharmacy Benefit Management experience
• Must be proficient in Microsoft Office (PowerPoint, Excel, Word, & Outlook)
• Must have a moderate understanding of CRM and WFM.

PHYSICAL DEMANDS & WORK ENVIRONMENT:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to sit and talk or hear. Frequently required to stand and walk. Occasionally lift and/or move up to 10 pounds.
• Ability to sit for long periods of time and walk short distances.
• The noise level in the work environment is moderate. Personal protective equipment may be recommended and/or required in some areas.
• Ability to wear a wireless head set for long periods of time.
• Travel required is less than 15%.