**Overview** **Scope of Responsibilities:** Works under general supervision. Follows standard procedures to accomplish assigned tasks. Manages the orientation and training process of new and existing employees. **Job Summary:** Responsible for overseeing onboarding, training, and development of call center employees while fostering an environment of continuous quality and process improvement. **Responsibilities** + Supports the onboarding, initial training, and support the ongoing development of Patient Care Advocates, Patient Benefit Specialists, Workflow Processing Specialists, and Hub Services Specialists (as appropriate.) + Collaborate with leadership to enhance training materials and processes for all call center departments + Provide timely reporting, feedback, and information to support the training and development of all call center teams including call reviews for quality, customer service, and PCI compliance + Provide insights regarding enhancements to call center workflow on a routine basis + Support provision of direct patient services for prescription pickups during regular business hours + Provide customer service coverage for incoming calls and directing incoming calls to appropriate staff as needed + Continue in the capacity as a Patient Benefits Specialist or Patient Care Advocate and all its roles and responsibilities + Receive reports of incomplete call center staff trainings and facilitate the completion of outstanding requirements for each department + Responsible for completing all mandatory and regulatory training programs + Perform other duties as assigned **Qualifications** **Job Skill Requirements:** + Broad knowledge of medications, physician orders, and pharmacy systems + Strong communication skills + Outstanding customer service skills + Excellent organization skills + Ability to multitask and prioritize + Excellent computer and keyboarding skills + Successful completion of a pre-employment and/or random drug screening test **Educational Requirements:** + Minimum: High School Diploma or GED + Preferred: Pharmacy technician or related certification **Experience:** + Past experience in a customer service-related field + Preferred: Past experience in a call center environment + Preferred: 12-24 months experience as a pharmacy technician **Compensation:** $18.50 - 18.90 per hour. The final offer will be determined after careful consideration of multiple factors such as relevant skills, years of experience, and education. KPH Healthcare Services, Inc. is a multistate organization and abides by all local, state, and federal regulations as it pertains to minimum wage requirements. Connect With Us! (https://kphcareers-kphhealthcareservices.icims.com/jobs/13841/process-improvement-specialist/job?mode=apply&apply=yes&in\_iframe=1&hashed=-336031866) **Job Locations** _US-NY-Syracuse_ **Posted Date** _6 hours ago_ _(2/24/2025 11:16 AM)_ **_Requisition ID_** _2025-13841_ **_\# of Openings_** _1_ **_Category_** _Administrative/Clerical_ **_Location : Location_** _US-NY-Syracuse_