MINIMUM JOB REQUIREMENTS:

• Associates degree or equivalent work experience
• Experience facilitating classroom training or other type of group instruction
• Work experience in customer service, pharmaceutical, medical, insurance, call center, or comparable field
• Curriculum planning and development experience, preferred
• Knowledge of adult learning principles, preferred
• Quality monitoring/coaching experience in a customer service environment, preferred
• Experience with HIPAA, PDMA, cGMP adverse events, preferred
• Experience with content creation software and/or design tools, preferred

KNOWLEDGE, SKILLS & ABILITIES:

• Strong facilitation skills both virtual and in person
• Excellent verbal and written communication skills
• Excellent interpersonal skills; display professionalism, tact, and diplomacy
• Excellent organizational skills
• Detail oriented
• Analytical and problem-solving skills
• Advanced computer skills to include Microsoft Office (Word, Excel, Power-Point, Teams and Outlook)
• Ability to balance multiple priorities to meet expected results
• Ability to establish and maintain effective working relationships with key stakeholders and diverse work groups
• Ability to influence and motivate trainees
• Ability to adapt quickly to changing environments while ensuring that training objectives are achieved.
• Ability to utilize metrics to drive performance and quality

ON-SITE ROLE BASED OUT OF OUR LOUISVILLE, KENTUCKY LOCATION.

Responsibilities:

• Facilitate Instructor led (ILT) and/or virtual (VILT) training programs according to approved curricula.
• Incorporate engaging learning practices through role plays, informal and formal checks, assessments, and measurements to ensure learning retention
• Monitor trainees’ progress through the program, placing emphasis on actionable knowledge transfer
• Manage training room to ensure best learning environments for diverse learners
• Partner with departments to support quality and performance initiatives by responding to trends identified by Leadership with appropriate training solutions
• Monitor calls and audit work for assigned programs during training and provide feedback and coaching to Contributors based on observations
• Provide regular updates to management on training results to include successes and opportunities for improvements
• Participate in system reviews and User Access Testing (UAT) for new software implementations, and develop work instruction documents and other training resources to support the launch to departments
• Promote cooperation, teamwork, and open communication company-wide
• Support process improvement activities for management as needed
• Maintain confidentiality (i.e. employee, patient, client) at all times
• Model the ideal behaviors and attitudes as defined by CHART (Caring, Honesty, Accountability, Respect, and Trust) in all work assignments and Contributor interactions
• Participate in drafting e-learning course work