Senior Training Manager

Job Type
Full-time
Description
The Call Center Senior Trainer has overall responsibility for implementing and evaluating the in-house/new hire training for Medical Administrative Specialist, TL's, RM Coordinators, and coordinating and managing DOD specific training in conjunction with the IRMAC leadership - Floor Supervisors and the Chief of Operations.
UNIQUE MILITARY HEALTH CARE SYSTEM/PROCEDURES. Specific military systems include, but are not limited to: The CHCS, MHS GENESIS, AHLTA, ICD programs, government data repositories such as P2R2 Virtual Analyst, M2 Data Mart, EDW, Population Health Operational Tracking and Optimization System, DMLSS, Medical Expense and Performance Reporting System, CMS, CAC Enabled Protocol Website, Defense
Requirements
MANDATORY KNOWLEDGES AND SKILLS
1. Shall be able to read, write, speak and understand English.
2. Be a U.S Citizen.
3. Ability to measure and assess staff training needs.
4. Strong communication and interpersonal skills.
5. Innovative Thinking.
6. Embrace Efficiency.
7. Flexible organization skills.
8. Flexibility, creativity and the ability to adapt to a changing work environment.
9. Organizational and planning skills, with strong multitasking and prioritization skills.
10. Excellent verbal and written communication and interpersonal skills as well as the ability to confer with IRMAC executives on specific program goals.
11. Computer proficiency, particularly in Microsoft Office Suite applications such as Excel, PowerPoint and Outlook.
12. Demonstrated leadership ability, team management and interpersonal skills.
13. Excellent analytical and abstract reasoning skills, plus excellent organization skills.
14. Familiarity with and understanding of basic Medical Terminology; a Basic Medical Terminology Course is preferred, but not required.
15. Ability to maintain, and implement changes to AVAYA system and the Integrated Voice Response database.
16. Strong familiarity with and understanding of the CHCS, TRICARE Region 1 Policies, and Department of Defense Health Affairs guidance.
EDUCATION: Bachelor's degree or six (6) years' experience in a medical environment and any combination of academic education, professional training or work experience, which demonstrates the ability to perform the duties of the position working in a MHS RM or Call Center. If education or experience is used to meet the specialized requirements of this position, it must be directly related to Training
DUTIES/RESPONSIBILITIES:
1. Developing training topics based on monitoring observations, changes to standards, policies, and procedures.
2. Ensuring that all Call Center Appointing Agent goals and objectives are properly prepared to coincide with the Agent's monthly review.
3. Completing all monthly Agent reviews in conjunction with the Lead Agents and Floor Supervisory team by the 15th of the month following the review.
4. Developing and implementing Performance Improvement Plans (PIPs) for Agents who fail to meet monthly standards, to include next steps for coordination with Floor Supervisors and Lead Agents.
5. Developing and coordinating on-line and in-house training to account for IRMAC staff and the NCR weekly training sessions to ensure all personnel received adequate training on all topics.
6. Serving as Tier 1 AVAYA Appointment System support for the IRMAC and WRNMMC.
7. Communicating with the various Chiefs and administrators for each MTF within the NCA. Based on forecasting and scheduling data, provide weekly adherence and occupancy reports. Information is used to determine if efficiencies can be gained through process changes and performance coaching.
8. Tracking schedule adherence by activity, and approved non-adherence percentages by team.
9. Customizing reports to effectively manage agent activities (avoiding non-peak times).
10. Monitoring desktop applications for IRMAC staff members to ensure proper usage and provide trending reports to maximize productivity.
11. Conducting Desktop Analytics training for Lead Clerks. This training will include Application Analysis reports and Live Monitoring.
12. Categorizing desktop application data for report organization and analysis.
13. Establishing email alerts or pop-up messages (which appear in pop-up windows on the recipients' computer screens) to send to the target recipients when certain events occur in the web application.
14. Troubleshooting technical issues such as: Network connectivity, Call Routing, and System down scenarios.
15. Providing communication via automation means (current email system/MS Outlook).
16. Maintaining patient information record in a database in accordance with prescribed TRICARE Business Rules and regulations.
17. Collecting and analyzing data as well as responses to oral and written inquiries as required identifying any internal problems.
18. Acting as a Lead and subject matter expert on appointing,
19. Monitoring the Patient Appointments Call Center systems i.e., Interactive Voice Response System, ACD, and the AVAYA Report system.
20. Designing, preparing, organizing, and programming (to include editing, debugging, downloading, modification and maintenance) non-routine and ad hoc data queries from standard MHS databases that specifically include: CHCS, M2, ADM, MEPRS, EASIV, MedBase, SIDR, SADR, CCQAS, and DEERS. Ensuring the accuracy, completeness, and accessibility of pertinent data and information. Data Quality activities should include the totality of efforts involved with the monitoring, collection, integration, synchronization, reporting and assessment of the business. This function includes techniques associated with data-warehousing, data-mining and enterprise-wide data-modeling.
21. Performing data management studies that include data coding, mapping, data presentation and file conversion.
22. Providing statistical summaries and working with teams to develop effective measures/metrics for monitoring and tracking of Business Plan performance