BPO PHRN/ USRN Process Trainer

2 days ago

Pasay City, Philippines Manpower Core Group Inc. Full time

Key skills
Process trainer
USRN & PHRN
BPO Healthcare

Job title: PHRN/ USRN Process Trainer
Work set up: Hybrid in MOA
Work shift: Shifting
Salary: 37K - 45K
Target start date: Asap

Non-negotiable:

• Must have active license in PHRN and USRN
• At least 2 years of relevant experience as a Process Trainer

Position 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 specific
process
• 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; make
recommendations 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 needs

II. 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 Training
Needs Analysis
• Conduct follow-up training sessions to measure training effectiveness
•Collaborate with the quality and operations for process improvements

III. Individual Development (Production, QA Score)
• Contribute to production either through processing bills or cases, or taking inbound calls, in the absence of a training
batch/requirement

IV. 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 Manager
Performance 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 satisfaction

Primary 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 process
improvement
• Supervisor, to report performance, seek assistance and support for any training concerns, monthly evaluation of
performance, develop training modules, and update of training curriculum
• Lead Assistant Managers and leaders, to identify training needs and follow-up

Primary External Interactions
• Vendors, for reports, updates and presentation of business review

Organizational Relationships
Reports To : Assistant Manager, Process Training
Supervises : Executives/ Sr. Executives

Skills
Technical 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 systems

Process 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 service

Soft 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 skills

Requirements:

• 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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