Care Management US RN Voice Sr Analyst

2 days ago

Manila, National Capital Region, Philippines Siegen HR Solutions Full time $30,000 - $60,000 per year


Overall Purpose:

  • Facilitates training programs that may
    include product training, company background and industry policies. 
  • Implementing Training assessments and
    monitoring trainee performance through established measurements.

Responsibilities:

  • Develops and executes the end to end
    process  for all  required training programs from a content
    delivery and training administration perspective;
  • Facilitates all required training
    programs with the ability to translate subject matter expertise to knowledge
    gain and skills development;
  • Manages the training environment and
    identifies improvement opportunities in the learning process based on
    production needs, metrics and expectations;
  • Executes basic needs analysis to
    identify a training need;
  • Reviews curriculum and  learning materials on a regular basis and
    develops new content when necessary;
  • Monitors process understanding of
    agents and identify agents' strengths and areas for improvement.
  • Provides timely, constructive feedback
    to agents through call monitoring system and in-person to aid in the
    enhancement of the following skills: telephone etiquette, customer service and
    call management Evaluates agent performance in training and provides
    appropriate coaching interventions.
  • Coordinates the timely delivery of
    coaching to all required personnel with the appropriate management team members
  • Collaborates with team leaders and
    trainers / training managers to improve the process knowledge of agents.
  • Acts as process mentor & coach to
    the agents and may also serve as a back-up point of escalation when Subject
    Matter Experts are unavailable.

Skills and Qualifications:

  • Current U.S. Registered Nurse in good
    standing to practice required
  • Proficient analytical skills
  • Experience in medical or insurance
    field preferred
  • Knowledge of ICD-9 and CPT codes
    preferred
  • Managed care experience preferred
  • Knowledge of Adult Learning Theory
    preferred
  • Nursing degree holder
  • 2 years clinical experience required
  • Related outsourcing operations
    experience preferred
  • Working knowledge and experience with
    computers and internet
  • 2 – 3 years of work experience in the
    Contact Center industry, preferred
  • 1 – 2 years of training or teaching
    experience
  • Customer service or its equivalent for
    a designated customer bas
  • Technical or Specific Skills (e.g.
    technical, computer)
  • A working knowledge of MS Office
    products, with strong Excel and PowerPoint skills
  • Proficient in report writing, business
    correspondence
  • Proficient in Client applications

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