CRM Training Specialist - Remote
Company: Optum
Location: Kansas City
Posted on: June 25, 2022
Job Description:
OVERVIEW OF POSITION:Responsible for the new and ongoing
development, coordination, facilitation and delivery of department
training programs for the Patient Support Center (PSC) to
individuals, small and large groups. Acts as an extension of the
Education & Development department within the Patient Support
Center.Will spearhead trainig for a new Customer Relationship
Management (CRM) tool and work in collaboration with IT and
business. Drive change management to ensure success adoption of new
technology by PSC team.ESSENTIAL FUNCTIONS:
- Acts as a liaison in coordinating the education and development
training needs/courses of department staff.
- Trains new and existing Patient Support Center Representatives
and Nurses on CSM, workflows, departmental procedures, resource
center. Provides ongoing training to existing staff.
- Designs and develops training documentation, manuals and
training performance evaluations. Maintains and updates all
training documentation including scripting, policies and procedures
and flowcharts.
- Conducts "train-the-trainer" and mentor programs.
- Trains staff on scripting utilization.
- Reinforces productivity and process measures.
- Performs periodic competency testing and/or skills assessments
of department staff and participates in the performance evaluation
process.
- Receives and evaluates feedback to identify training
opportunities and ongoing improvements to departmental
programs.
- Participates in departmental and organizational committees as
assigned.
- Develops policies and procedures for new CRM processes to match
training curriculum.
- Uses, protects, and discloses Optum patients' protected health
information (PHI) only in accordance with Health Insurance
Portability and Accountability Act (HIPAA) standards.
- Performs additional duties as assigned.EDUCATION:High school
degree/GED (preferred) or equivalent experience. Bachelor's degree
preferred.EXPERIENCE: Minimum: Over 1 year and up to and including
3 years of experience in classroom facilitation with groups of
10-15, conducting needs assessments and evaluation training
programs and materials.Required: Call center experience.Required:
Over 3 years and up to and including 5 years of
experience.Required: Experience in customer service
training.Required: Experience with blended learning
styles.Required: Experience in software/applications support or
training environmentRequired: Experience with a Customer
Relationship Management (CRM) training development and delivery,
especially Salesforce.Preferred: Management training
experience.Preferred: 1 or more years experience in a healthcare
setting.KNOWLEDGE, SKILLS, ABILITIES:Computer literate.Proficient
in Microsoft Office applications (Word, Excel).Excellent verbal and
written communication skills.Ability to transfer knowledge to
clients with diverse cultural backgrounds, educational experiences
and learning styles.Ability to present information formally and
informally to educationally diverse groups.Ability to learn
quickly, multi-task and work in a fast-paced environment.Ability to
multi-task.Detail-oriented.Knowledge of medical terminology
preferred.Bilingual preferred.UnitedHealth Group requires all new
hires and employees to report their COVID-19 vaccination
status.Full COVID-19 vaccination is an essential requirement of
this role. UnitedHealth Group will adhere to all federal, state and
local regulations as well as all client requirements and will
obtain necessary proof of vaccination prior to employment to ensure
compliance.Careers with Optum. Here's the idea. We built an entire
organization around one giant objective; make health care work
better for everyone. Optum, part of the UnitedHealth Group family
of businesses, brings together some of the greatest minds and most
advanced ideas on where health care has to go in order to reach its
fullest potential. For you, that means working on high performance
teams against sophisticated challenges that matter. Here you'll
find incredible ideas in one incredible company and a singular
opportunity to do your life's best work.(SM)Diversity creates a
healthier atmosphere: Optum and its affiliated medical practices
are Equal Employment Opportunity/Affirmative Action employers and
all qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, age, national origin,
protected veteran status, disability status, sexual orientation,
gender identity or expression, marital status, genetic information,
or any other characteristic protected by law. Optum and its
affiliated medical practices is a drug-free workplace. Candidates
are required to pass a drug test before beginning employment.
Keywords: Optum, Kansas City , CRM Training Specialist - Remote, Other , Kansas City, Kansas
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