Care Management US RN Voice Sr Analyst

Overall Purpose:

• Facilitates training programs that may

include product training, company background and industry policies.

• Implementing Training assessments and

monitoring trainee performance through established measurements.

Responsibilities:

• Develops and executes the end to end

process for all required training programs from a content
delivery and training administration perspective;

• Facilitates all required training

programs with the ability to translate subject matter expertise to knowledge
gain and skills development;

• Manages the training environment and

identifies improvement opportunities in the learning process based on
production needs, metrics and expectations;

• Executes basic needs analysis to

identify a training need;

• Reviews curriculum and learning materials on a regular basis and

develops new content when necessary;

• Monitors process understanding of

agents and identify agents’ strengths and areas for improvement.

• Provides timely, constructive feedback

to agents through call monitoring system and in-person to aid in the
enhancement of the following skills: telephone etiquette, customer service and
call management Evaluates agent performance in training and provides
appropriate coaching interventions.

• Coordinates the timely delivery of

coaching to all required personnel with the appropriate management team members

• Collaborates with team leaders and

trainers / training managers to improve the process knowledge of agents.

• Acts as process mentor & coach to

the agents and may also serve as a back-up point of escalation when Subject
Matter Experts are unavailable.

Skills and Qualifications:

• Current U.S. Registered Nurse in good

standing to practice required

• Proficient analytical skills
• Experience in medical or insurance

field preferred

• Knowledge of ICD-9 and CPT codes

preferred

• Managed care experience preferred
• Knowledge of Adult Learning Theory

preferred

• Nursing degree holder
• 2 years clinical experience required
• Related outsourcing operations

experience preferred

• Working knowledge and experience with

computers and internet

• 2 – 3 years of work experience in the

Contact Center industry, preferred

• 1 – 2 years of training or teaching

experience

• Customer service or its equivalent for

a designated customer bas

• Technical or Specific Skills (e.g.

technical, computer)

• A working knowledge of MS Office

products, with strong Excel and PowerPoint skills

• Proficient in report writing, business

correspondence

• Proficient in Client applications