BPO PHRN/ USRN Process Trainer

2 days ago

Pasay, Philippines Manpower Core Group Inc. Full time

Key skillsProcess trainerUSRN & PHRNBPO HealthcareJob title: PHRN/ USRN Process TrainerWork set up: Hybrid in MOAWork shift: ShiftingSalary: 37K - 45KTarget start date: AsapNon-negotiable:• Must have active license in PHRN and USRN• At least 2 years of relevant experience as a Process TrainerPosition Overview:The primary role of the job is to educate and produce competent staff to deliver client-set requirements. The job focuses on transferring process knowledge and its related skills essential to accomplish tasks needed for production.Essential Functions:I. Classroom Management• Conducts new hire interview and provide feedback to operations•Conducts classroom process training/up-training/cross-skilling for new hires/tenured/transfer employees of the specificprocess• Provides clinical capability development trainings to Operations frontline staff to meet operational requirements (i.e.Clinical Preprocess Training for USRN trainers)• Monitors attendance during the entire process training• Formulates effective exercises or assessments for essential learning improvements• Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; makerecommendations for improvement• Continuously plans and organizes the training course and design as suited to the needs of the process• Ensure compliance to client and organizational policies and procedures• Reports directly to the client the update of the training class or process clarification• Deliberate new hires that needs support and coaching• Monitor trainee’s post-nesting performance for the first 3 months after being endorsed to operations• Establish and define the structure of the learning context• Convey leadership to individuals and teams within scope• Implement and demonstrate efficient training methods• Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needsII. Modules/Up-training/Initiatives• Develop and implement an effective system for process updates as and when required by the process/clients• Update Training curriculum on an ongoing basis with the help of Content Development Team• Conduct team huddle and provide floor and online support for process updates• Assist in assessing and addressing developmental/training needs of employees across the process through TrainingNeeds Analysis• Conduct follow-up training sessions to measure training effectiveness•Collaborate with the quality and operations for process improvementsIII. Individual Development (Production, QA Score)• Contribute to production either through processing bills or cases, or taking inbound calls, in the absence of a trainingbatch/requirementIV. Other Functions:• Create training dashboard and attend in weekly/monthly business review• Partake during client visits• Support processes in migration phase• Steps up for the process in the absence of the Assistant ManagerPerformance parameters• Excellent classroom management and training effectiveness• Quality and precision of reports, deliverables and production• Adherence to attendance and schedule• Develop and implement effective system in cascading process updates• Initiate proposal for process improvement• Assess, evaluate and analyze training needs through follow-up sessions• Strict compliance to client and organizational rules and directives• Clients/customer relations at a professional level to guarantee client satisfactionPrimary Internal Interactions• Trainees, to evaluate training effectiveness, coaching and assessing work readiness• Team/s of Nurse Associates, to train, coach, conduct up-skilling or cross-skilling and assessing work readiness• Quality team, to calibrate process, clarifying audits, identify challenges and top drivers, and cooperate with the processimprovement• Supervisor, to report performance, seek assistance and support for any training concerns, monthly evaluation ofperformance, develop training modules, and update of training curriculum• Lead Assistant Managers and leaders, to identify training needs and follow-upPrimary External Interactions• Vendors, for reports, updates and presentation of business reviewOrganizational RelationshipsReports To : Assistant Manager, Process TrainingSupervises : Executives/ Sr. ExecutivesSkillsTechnical Skills• Above average knowledge of MS Office applications (PowerPoint, Excel, Word) based on graded virtual simulation• Essential knowledge in internet usage and efficient email handling based on graded virtual simulation• Basic familiarity in use of projector, sound system and online-based training• Requisite background in contact center administration• Systematic scheduling and good estimation of training timeline• Competent Training and Data Management• Determines system utilization requirements and testing systemsProcess Specific Skills• Domain expertise• Demonstration of profound familiarity and technical skill relevant to the process• Understanding and demonstrating the knowledge of end-to-end processes and appreciation of critical parameters• Continuous update and development of training module and good estimation of training timeline• High-quality knowledge on developing instructional modules and teaching aids in a simplified manner• Able to identify with and comprehend data and new information• Planning and Organizing skills - ability to prioritize the tasks and deliver assigned task per deadlines• Execution of providing customer serviceSoft Skills• Verbal and written communication skills of at least B2 in HLEAP• Above average presentation skills• Self-disciplined and results oriented• Coaching and mentoring skills• Flexibility and urgency to handle pressure• Ability to discharge the responsibilities in a conflicting environment• Problem identification and analytical ability• Ability to multi task• Interpersonal Skills• Customer Service Focus• Team Work and Adaptability• Ability to work with cross-cultural staff• Listening and time management skills• Management principles, human resources procedures, customer service and computer skillsRequirements:• Open to Process Executives and Senior Executives aligned to the Process• At least 12 months tenure in EXL• At least 12 months in the current role• Required Licensure as specified by the process• Should not be on PDP within 6 months from date of NOD• Should have not received a PIP in the past 12 months• Minimum of 4.0 rating in the last 6 months (Goal and Competency)• Minimum of B2 HEAP Category• Must have no issues on Attendance and Reliability (

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