Associate Training Manager

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

Job title:

Job Description:

· DUTIES & RESPONSIBILITIES:

Training Management:

· Develops or oversees the development of training curricula; formulates or reviews training outlines, and determines appropriate instructional methodologies and formats; evaluates and recommends incorporation of vendor programs, as appropriate to meet overall training goals and objectives.

· Responsible for maintenance and inventory of all training materials they are assigned to, both hard copies and electronic files.

· Responsible for implementation of the training courses including outlines and syllabus for the platform/s they are assigned to.

· Ensures alignment and standardization of training materials, modules and activities (i.e. role plays, quizzes, call modeling, etc.), based on updates, in the classes conducted.

· Develops and implements report methodology to determine status of all students and to verify their certification into the operation.

· Measures and analyzes training effectiveness for program improvement and increased agent performance on the job.

· Accountable for the quality of all agents brought to the floor sign off methodology.

· Adheres to schedule of training programs.

· Interfaces and collaborates with clients and customers, both internal and external in the effort to improve and streamline training processes.

· Recommends and implements improvements to existing training-related policies and procedures.

· Participates in teleconferences and training-over-the-phone sessions.

· Participates in hiring process with operations and HR if need be.

Performance/People Management:

· Performs administrative and reporting functions through generating class and trainer scorecards.

· Communicates with Operations, Quality, and Process Supervisors/Managers in tracking days performance.

· Completes administrative functions such as creating/approving schedules and prioritizing work assignments, addressing disciplinary issues and ordering/tracking employee usage and Inventory of Supplies and materials assigned to them.

· Plans, organizes and directs the tasks/activities of the Line Trainers according to Class projections or schedule.

· Administers and completes Trainer Certifications and observation forms for new hire, cross training and up-training classes.

· Rates Performance and creates development plan for Training staff based on evaluated Data from Metrics and Trending Reports, Data per Up-training Results and Retention Analytics.

· Provides guidance and leadership to staff line trainers, in accordance with specified program objectives.

· Coordinate with various departments within the center (HR, Building Admin, IT, etc.) to help Line Trainers resolve trainee concerns.

· Partner with HR when initiating corrective action

· Attends training meetings. Expands training knowledge through seminars and keeping abreast of current training issues.

· Works with Operations, BE/Quality and Process to understand the largest problem areas of the current agents, to institute into the training process.

· Meets with Operations to ascertain agent/learner?s performance and assist Operations in developing and implementing appropriate interventions to address performance gap.

· Oversees and coordinates the development and preparation of Training Manuals and instructional materials, Quizzes and Job aids from reference tools appropriate to specific program objectives.

· Participates in or leads Network/Operations wide Training Content and Rollout planning for projects/assignments, which could include working on curriculum updates/revisions, testing computer-based Trainings and simulations.

· Conducts individual, group, and organization-based Training and Development needs analyses and assessments.

o Based on assessed need, plans, develops, and delivers or guides and coordinates the delivery of individual and/or group training and instructional programs.

o Designs new programs and/or make improvements on existing programs after conducting training needs analysis.

Others:

· Joins Operations in interfacing with current and prospective clients to ensure scoping of training segment of account.

· Performs other tasks assigned by the Training Manager.

· Actively assists in maintaining operational excellence on critical metrics.

Work At Home Responsibilities

· Be familiar with and abide to all Sagility general security and Work @ Home security policies and procedures

· Be familiar with and abide by all client security policies and procedures required to protect customer data

· Maintain the security of the home work environment and protect the Sagility-provided assets, client system and data

· Ensure that all security related incidents are reported

· Shall work on the same internet connection that was tested during setup process. If changes are made to the current internet connection or router during the course of application or employment, employee will be required to notify the appropriate parties in advance and retest the connection to ensure the requirements are met.

· Must immediately report system performance problems or downtime to his/her manager and the local IT-SPOC

General Safety and Security

· Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).

· Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.

· Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA), Health Information Technology for Economic and Clinical Health Act (HITECH), and Utilization Review Accreditation Commission (URAC).

COMPETENCY REQUIREMENTS:

With Basic Competency Level in the following:

· Partnering

With Moderate Competency Level in the following:

· Communication Skills (Spoken)

· Communication Skills (Written)

· Customer Service Orientation

· Computer Literacy

· Job Knowledge

· Sense of Urgency

· Passion for Excellence

· Working in Teams/Interpersonal Skills

· Work Organization

· People Management/Team Orientation

· Drive for Results/Execution

· Thriving in Change

· Expertise/Analytical Skills

· Product Knowledge

· Coaching

· Process Improvement

· Performance Management

· Discipline Management

· Conflict Management

· Change Management

· Planning, Organizing, Controlling

With Expert Competency Level in the following:

· Problem Solving

· Classroom Management

· Presentation Skills

· Facilitation Skills

· Training Needs Analysis

· Training Design and Development

OTHER REQUIREMENTS:

Reports to: Training Manager/Sr. Training Manager

Supervises:

Senior/Line Trainers

Education and/or Experience:

Preferably any 4-yr College Degree and/or equivalent experience, with 1-2 years customer service experience and at least 2 years of work experience as a trainer or senior trainer.

Computer skills:

MS Excel, MS Word, Microsoft Power Point

Certificates, Licenses, Registrations:

Training Delivery & Facilitation Skills, Training Needs Analysis, Instructional Design & Development. Must be certified and/or skilled to certify Line Trainers.

Work environment (B&M):

The work environment is professional, office. Business casual attire.

Work environment (WAH):

· Workstation PC is located in a confined area at home

· PC monitor is not facing the door or window

· Room is well ventilated to reduce the risk of equipment overheating

· Unauthorized entry to room is prevented (i.e. keeping the room locked at all times)

· Telephone conversations are not overheard from other areas of the house/outside

· Workstation is clean and free from any form of writing materials and electronic device

· Adequate internet connectivity (> 20 mbps)

Physical demands :

May require overtime, holiday, weekend or evening work and has high tolerance for stress.

Reasoning Ability:

Must be able to determine problems, to problem solve and recommend solutions. To seek out better methods forthe training program and classes to operate.

Location: