Customer Support Analyst

1 week ago

Sandy, United States apree health Full time

Description

Customer Support Analyst - Training * This role is a hybrid position in Sandy, Utah   Summary apree health is seeking a motivated, adaptable, and outcome-driven Training Analyst. As a Training Analyst, you will play a key role in developing and leading the training initiatives that are crucial to the success of our Center of Excellence Call Center. The ideal candidate will be an effective indirect leader capable of delivering high-quality training in a dynamic, fast-paced environment and possess a genuine passion for advancing customer service excellence.   Position Qualifications/Essential Functions  Responsibilities
  • Develop and implement a comprehensive training program tailored for apree colleagues to ensure delivery of top-notch customer service.
  • Evaluate, develop and maintain training materials based on feedback, product updates, program changes and industry standard evidence-based best practice.
  • Conduct training sessions for new hires as well as continuous education for existing colleagues, ensuring high retention and application of learned skills.
  • Promote and foster a culture of continuous learning and development among team members.
  • Utilize strong presentation and platform skills to effectively communicate in various settings - small group learning, large audience, virtual or in-person
  • Demonstrate high technical aptitude and quick learning ability to adapt training to new processes and systems.
  • Manage multiple training projects, ensuring effective execution and timely completion.
  • Collaborate cross-functionally within the organization to think critically and creatively, developing customized training tools and workflows specific to service lines and/or client needs for new service implementations, thereby enhancing overall team performance and achieving training objectives with internal & external partners.
  • Assume ownership of, provide guidance for, and influence the direction of procedures, protocol/process requirements and training
  • Utilize evidence-based practice to advise on workflows and policies in alignment with organizational goals and culture
  • Deliver recommendations on opportunities workflow optimization to bridge gaps in patient and clinical staff experience
  • Support and develop project deliverables to identify functional, system and performance requirements related to enterprise and integration projects
  • Provide strategic and clinical consulting by partnering with internal and external stakeholders to develop system designs for functional and integration integrity
  • Other duties as assigned
Demonstrated Abilities
  • A proactive work ethic with a commitment to maintaining high-quality standards.
  • Excellent phone etiquette and interpersonal skills.
  • High attention to detail with a focus on accuracy and the ability to manage multiple deadlines.
  • Team player with strong interpersonal skills and ability to build effective working relationships throughout all levels of the organization
  • Excellent verbal and written communication
  • Solution-focused
  • Ability to be creative and innovative in a fast-paced environment with a lot of ambiguity and constant change
Qualifications
  • Minimum of 5 years of relevant experience (e.g. consulting, strategy, healthcare operations, clinical program management, clinical staff development, training, nursing leadership)
  • Experience in program design, development, and management
  • Proficiency in Google Workspace, Lucid, Articulate, Bridge, desired 
  • Strong computer literacy and proficiency
  • EMR experience, NextGen and Athena a plus 
  • Knowledge of healthcare regulations and quality standards
  • Project management experience is a plus
  • Familiarity with commercial payers, Medicare Parts A/B/C/D, and state Medicaid programs.
  • Previous customer service experience, ideally within a contact center.
  • Experience in a software environment is a plus.
  • Comfortable working in rapidly changing environments and flexible with work hours during peak training periods.
Physical Demands
  • Includes full range of body motion and ability to move desks and equipment as necessary
  • Manual and finger dexterity and eye-hand coordination
  • Requires standing, walking and sitting for extended periods of time
  • Requires corrected vision, hearing and speech within normal ranges
  • Requires up to 50% travel (both in and out of state)  
Compensation: $56k-$71k/annual salary & bonus eligible (national average, premium markets may vary)

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