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