Senior Client Support Representative

Job Description:

  • Manage and maintain department training programs, including new hire onboarding.
  • Prepare monthly meetings for department focused on upskill training the department.
  • Coordinate feedback surveys to assess training program effectiveness and identify areas for improvement.
  • Collaborate with department leaders to identify and address training gaps.
  • Update and maintain training curricula to ensure relevance and accuracy.
  • Proactively recommend and implement changes to training programs as needed.
  • Track and analyze training data to identify trends and measure program success.
  • Step in to facilitate leadership and trainer development courses as required.
  • Develop appropriate documentation for work processes, such as job aids, work instructions, quick reference guides, and simulations.
  • Create and send colleague-level and leader-level communications as needed for system enhancements and other changes that impact new hire curricula and resources.
  • Conduct regular audits of training materials, work instructions and processes to ensure compliance with company policies and standards.
  • Support cross-departmental projects by providing training expertise and ensuring smooth integration of new processes or tools.
  • Organizes continuous learning and professional development opportunities to help department stay updated on changes in the Prescription benefits industry.
  • Supports via communication modules, desk drops, regarding changes in the Prescription benefits industry to expand the knowledge and skillset of supporting teams.
  • Assists with research of escalated client/AM concerns.
  • Supports questions from supporting teams on processes and procedures.

Requirements:

  • 3-year tenure experience in call center and health care production
  • 2-years of experience in production in Client Support as a Client Support Representative II or III
  • Adept at problem solving and decision-making skills
  • Experience working in a production environment
  • Computer savvy and proficient in Office 365 applications including Teams, Excel, PowerPoint and Word
  • Excellent multi-tasking skills and time management
  • Results-oriented and self-motivated
  • Demonstrated ability to proactively identify and implement improvements.
  • Proficiency in tracking and analyzing data to inform decisions.
  • Strong familiarity with project management principles and practices.
  • Prior experience as a trainer and or department lead or a leadership position preferred
  • Strong interpersonal and communication skills, with the ability to collaborate across teams
  • College degree / Technical Certifications preferred
  • Verifiable High School diploma or GED is required

Benefits:

  • medical, dental, and vision coverage
  • paid time off
  • retirement savings options
  • wellness programs and other resources
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