Pharmacy Services Training & Quality Specialist Cypress Care
THIS JOB HAS EXPIRED Overview of Responsibilities:
Provide a leadership role within the Pharmacy Services department by delivering and executing exceptional communications and training programs. Provides direction and training guidelines, materials, and tools to ensure quality processes meet Cypress Care?s rigorous standards.
Essential Duties & Responsibilities:
Create and design all training programs, tools, and communication documents that are essential for the Pharmacy Services group to carry out their day to day operations.
Conduct new hire training classes, update meetings, and remediation sessions to ensure associates have the understanding and tools necessary to represent Cypress Care.
Instruct and monitor the training coaches to ensure a consistent message is being communicated.
Develop assessment tools to test trainees to measure progress and to evaluate the effectiveness of training.
Use coaching, counseling, and mentoring techniques to encourage maximum effectiveness with associates to enable them to provide the required high level of customer satisfaction our company and clients demand.
Report on progress of employees under guidance during the training period and provide recommendations to managers.
Design and maintain all department SOP?s, rosters and records.
Support and help execute the process/procedural changes that occur within the department. Develop specialized training documents and tools necessary to affect these changes.
Act as liaison for the gold standard URAC process ensuring continuous quality improvements throughout the Pharmacy Services department, which validates our commitment to industry recognized standards.
Participates in the design and development of call monitoring formats and quality standards.
Participates in design and development of GUI in Sequoia to improve efficiency and effectiveness of data entry.
Routinely conduct call monitoring, ensuring consistency in the level of quality of service provided by each team member that is in line with department standards.
Routinely conduct quality checks of data entry process to ensure consistency in level of service provided.
Coordinates and facilitates call calibration sessions for department staff and provides feedback and recommendations to managers.
Achieve performance excellence by self-imposing high standards; lead by example: accomplish tasks on own initiative and set high standards for fellow co-workers.
Participate in special projects and performs additional duties as required
Other tasks as directed by the Company
High School Diploma or GED required, Associate or Bachelor?s degree preferred.
Two years? experience in a large scale, complex, multi-functional call center environment.
Previous training experience or six months related experience.
Ability to develop, compose, proof and interpret routine reports, training documents, manuals, and materials.
Excellent oral, written and interpersonal communication skills.
Ability to speak effectively before groups of employees.
Experience with monitoring software for call quality.
Computer literacy, including proficiency in web-based software applications, office productivity applications such as MS Word, Excel, and Access.
||2736 Meadow Church Road |
Atlanta, GA 30024
THIS JOB HAS EXPIRED