Role and Responsibilities
The trainer will be responsible for the training of different teams in Costa Rica, with special dedication to the revenue cycle management department. You will also ensure that all trainees understand and grasp the required concepts comprehensively. You will be also required for developing course schedules and lessons along with the performance evaluation and assessment process.
DUTIES AND RESPONSIBILITIES:
- Develop digital and print educational material (e.g., videos and manuals).
- Conduct activities to develop skills.
- Identify individual and team skills gaps.
- Maintain updated records of training curricula and material.
- Developing and maintaining training materials including lesson plans, group activities, the method for instructions, presentations, role-plays, and assessments.
- Acts as subject matter expert in multiple processes and systems.
- Facilitates classroom training to teach program product knowledge, call handling skills, customer service/sales skills and program process and procedures.
- Gathers documents and distributes clear information from updates in processes.
- Coordinates efforts with the Quality Team to assist in the quality improvement process of the agents.
- Maintains class attendance and performance records of agents in training.
NECESSARY ATTRIBUTES:
- Exceptional communication skills in English both verbally and in writing.
- Self-directed; minimal supervision required.
- Ability to act confidently and positively communicate with all levels of employees and management.
- Excellent knowledge of modern instructional methods and tools.
- Able to multitask, prioritize, and manage time efficiently.
- Positive attitude that drives positive training and employee buy in.
- Ability to be honest, approachable, and collaborative.
- Comfortable with public speaking.
QUALIFICATIONS:
- One to two years progressively responsible experience in a contact center environment.
- Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel); e-learning expertise is an asset.
- Knowledge of Learning Management Software (LMS)
- Preferred: Combination of education and experience in applying adult education theories and the principles of systematic design of training and evaluation.
- Preferred: Bachelor’s degree in education, business, human resources, information technology, or related field
- Preferred: knowledge of US Healthcare system and compliance