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Lead Trainer

1 month ago

Bethesda, United States Zimmerman Associates, Inc. Full time

Zimmerman Associates, Inc. (ZAI) is currently seeking to hire a Lead Trainer to support a government contract bid in the Bethesda, MD area. This is an onsite employment opportunity. However, consideration will be provided for teleworking after the successful completion of 120 days onsite.

ROLE AND RESPONSIBILITIES:

The Lead Trainer has overall responsibility for implementing and evaluating the in-house/new hire training for Call Center Agents and Team Leads and coordinating and managing DOD specific training.

QUALIFICATIONS/SKILLS AND EXPERIENCE:

• Associate degree or a minimum of 2 years’ experience in a medical environment and any combination of academic education, professional training, or work experience, which demonstrates the ability to perform the duties of the position working in a Military Health System (MHS) Referral Management (RM) or Call Center.

• U.S Citizenship required as well as ability to obtain a Public Trust Clearance.

• Ability to conduct staff training needs assessment.

• Basic knowledge of human anatomy and physiology.

• Strong knowledge about the Military Health System (MHS) and its military health care delivery operations in delivering patient-centered care for military beneficiaries.

• Adaptability skills to respond quickly to changing ideas, expectations trends, strategies, and other processes in the workplace environment.

• Demonstrated leadership skills, including ability to motivate team, delegate responsibilities, listen to feedback and solve problems in an ever-changing workplace.

• Strong analytical and abstract reasoning skills.

• Excellent organizational skills, i.e., ability to manage time effectively, prioritize tasks, set goals, and implement plans for achieving those goals.

• Strong familiarity with and understanding of - GENESIS, TRICARE Region 1 Policies, and Department of Defense Health Affairs guidance.

• Knowledge of medical terminology and information, military computer systems, and automated analytical tools and software.

• Knowledge of Microsoft Suite of Products, including Word, Excel, PowerPoint, Access, Outlook (email), and the Internet is required.

• Ability to lead a small team and provide coaching and feedback for the team to ensure goals are met and make performance assessment for each member.

• Effective communication and people skills.

• Ability to perform all of the Team Lead’s duties and responsibilities.

• Demonstrated experience using MHS Genesis Revenue Cycle Appointing software, IVR, ACD and AVAYA systems


ESSENTIAL TASKS:

• Develop training and development strategy based on monitoring observations, changes to standards, policies, and procedures.

• Train, orient and competency assess Call Center Agents to ensure their proficiency in performing the Appointing duties with minimum assistance from Team leaders upon graduation from the initial training program.

• Provide remedial and updated training to staff as required, based on changes organizational changes.

• Create initial and annual competency assessment for Appointing staff, ensuring completion after initial training and annul afterwards.

• During annual competency assessment identify gaps in performance and provide a training plan based on assessment to meet the individuals’ need.

• Ensure all new personnel have an established account prior to reporting to the IRMAC site for initial training.

• Ensure Training Assistant is proficient to train, orient, and administer competency assessments.

• Develop and coordinate on-line and in-house training to account for IRMAC staff and the NCR weekly training sessions, to ensure all personnel receive adequate training on all topics.

• Serve as Tier 1 AVAYA Appointment System support for the IRMAC and WRNMMC.

• Based on forecasting and scheduling data, provide weekly adherence and occupancy reports, so as to identify efficiencies to be gained through process changes and/or performance coaching.

• Customize reports to effectively manage Call Center Agent activities (avoiding non-peak times).

• Conduct Desktop Analytics training for Team Leads. This training will include Application Analysis reports and Live Monitoring.

• Categorize desktop application data for report organization and analysis.

• Establish email alerts or pop-up messages (which appear in pop-up windows on the recipients’ computer screens) to send to target recipients when certain events occur in the web application.

• Troubleshoot technical issues such as: Network connectivity, Call Routing, and System down scenarios.

• Communicate via automation, i.e., current email system/MS Outlook.

• Collect and analyze data as well as responses to oral and written inquiries as necessary to identify any internal problems.

• Monitor the Patient Appointments Call Center systems i.e., Interactive Voice Response System, ACD, and the AVAYA Report system.

• Design, prepare, organize, and program (to include edit, debug, download, modify and maintain) non-routine and ad hoc data queries from standard MHS databases that specifically include: MHS- GENESIS, M2, ADM, MEPRS, EASIV, MedBase, SIDR, and DEERS, and any other system DHN introduces for completion of work.

• Perform data management studies that include data coding, mapping, data presentation and file conversion.

• Provide statistical summaries and work with Teams to develop effective measures/metrics for monitoring and tracking of Business Plan performance.

ZAI is an equal opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, veteran status or any other legally protected status.