Program Trainer, Patient Support Services Training (National, Home-Based)

This Program Trainer role is aligned with IQVIA’s Centralize Outsourcing Operations Hub (COOH) team supporting Patient Support Services in a call center environment. In this Program Trainer role, you will be responsible for the design, development, coordination, and delivery of learning programs for Pharmacy Support (responsible for receiving medical claims from HCPs or patients and vetting the claim against program specific business rules to determine if the claim should be paid or rejected). With limited guidance, this role will provide expertise to support program specific training initiatives specific aligned to a large-pharma program. The Program Trainer need to demonstrate the ability to work collaboratively with cross-functional partners to ensure the delivery of business results.

Patient Support Services Training - Responsibilities

Responsible for the design, development, and delivery of compliant program specific training, as well as foundational and advanced customer engagement skills trainingFunction as a subject matter expert for patient support services and deliver on all aspects of training (home study, live, and virtual) programs leveraging adult leaning principles in a compliant manner. Responsibilities include, but not limited to, the following:  agenda creation and revisions, new hire on-boarding, training communications, compilation/creation of primary slide decks and systems training user guides, coordination of presenters for live and virtual training events, development of workshops, and on-going refresh/reinforcement training activitiesConsults and collaborates with Patient Support Services Leadership, Regulatory, and other partners to identify training needs/gaps and design and deliver training that enhances call center effectiveness

Qualifications (Required)

Bachelor's degree from an accredited College/University or equivalent experience2-years or more experience in training, education, or equivalent experience2-years or more experience as a Pharmacy Technician or Medical Claim Processor (or equivalent experience)Call Center experience requiredThe ability to collaborate effectively with internal partners to identify commonalities, use resources, and achieve goalsDemonstrated drive and initiative to identify and deliver on initiatives with limited directionA strong understanding of technological resources; examples include Outlook, Word, PowerPoint, and Excel

Preferred Qualifications

Excellent interpersonal, project management and organizational skillsSolid foundation in virtual engagement platforms (e.g. MS Teams, Zoom, Adobe Connect)Excellent presentation/facilitation skills (virtual and live)Excellent coaching and counseling skills (virtual and live live)Excellent problem solving and critical thinking skillsInitiative-taking and positive approach to providing solutionsAbility to operate independently and to make informed decisionsExcellent verbal and written communication skillsStrong attention to detailHigh degree of discretion and confidentialityAbility to work within a matrix team environmentAbility to establish and maintain effective working relationships with co-workers, managers, and clientsStrong working knowledge of Situational Leadership, Emotional Intelligence and DiSC (desired)

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status.https://jobs.iqvia.com/covid-19-vaccine-status

The potential base pay range for this role, when annualized, is $65,100.00 - $108,500.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.