Senior Client Support Representative

Job Description:

• Manage and maintain department training programs, including new hire onboarding.
• Prepare monthly meetings for department focused on upskill training the department.
• Coordinate feedback surveys to assess training program effectiveness and identify areas for improvement.
• Collaborate with department leaders to identify and address training gaps.
• Update and maintain training curricula to ensure relevance and accuracy.
• Proactively recommend and implement changes to training programs as needed.
• Track and analyze training data to identify trends and measure program success.
• Step in to facilitate leadership and trainer development courses as required.
• Develop appropriate documentation for work processes, such as job aids, work instructions, quick reference guides, and simulations.
• Create and send colleague-level and leader-level communications as needed for system enhancements and other changes that impact new hire curricula and resources.
• Conduct regular audits of training materials, work instructions and processes to ensure compliance with company policies and standards.
• Support cross-departmental projects by providing training expertise and ensuring smooth integration of new processes or tools.
• Organizes continuous learning and professional development opportunities to help department stay updated on changes in the Prescription benefits industry.
• Supports via communication modules, desk drops, regarding changes in the Prescription benefits industry to expand the knowledge and skillset of supporting teams.
• Assists with research of escalated client/AM concerns.
• Supports questions from supporting teams on processes and procedures.

Requirements:

• 3-year tenure experience in call center and health care production
• 2-years of experience in production in Client Support as a Client Support Representative II or III
• Adept at problem solving and decision-making skills
• Experience working in a production environment
• Computer savvy and proficient in Office 365 applications including Teams, Excel, PowerPoint and Word
• Excellent multi-tasking skills and time management
• Results-oriented and self-motivated
• Demonstrated ability to proactively identify and implement improvements.
• Proficiency in tracking and analyzing data to inform decisions.
• Strong familiarity with project management principles and practices.
• Prior experience as a trainer and or department lead or a leadership position preferred
• Strong interpersonal and communication skills, with the ability to collaborate across teams
• College degree / Technical Certifications preferred
• Verifiable High School diploma or GED is required

Benefits:

• medical, dental, and vision coverage
• paid time off
• retirement savings options
• wellness programs and other resources

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