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Lead Manager, Training for Patient Support Services

2 months ago

Trenton, New Jersey, United States IQVIA Argentina Full time
Lead Manager, Training for Patient Support Services
This role focuses on training within IQVIA's Centralized Outsourcing Operations Hub (COOH) team, specifically in Patient Support Services.

The Lead Manager for Patient Support Services Training will oversee the creation, development, and execution of educational programs tailored for field-based positions, based on project requirements.

With minimal supervision, this position will leverage expertise to facilitate training initiatives and exhibit the capability to collaborate effectively with cross-functional teams to ensure successful business outcomes.

Key Responsibilities:

• Design, develop, approve, and deliver comprehensive training programs, including foundational and customer engagement skills training.

• Serve as a subject matter expert in patient support services, executing all facets of training (home study, live, and virtual) by applying adult learning principles. This includes agenda formulation and updates, onboarding for new hires, training communications, and the creation of master slide decks and user guides for systems training.

• Coordinate presenters for both live and virtual training sessions, develop workshops, leader guides, and train-the-trainer events, as well as reinforcement training activities.

• Collaborate with Patient Support Services Leadership, Regulatory, and other stakeholders to assess training needs and gaps, designing and delivering training that boosts field effectiveness.

Qualifications (Required):
• Bachelor's degree from an accredited institution.
• Minimum of two (2) years of professional experience in training, education, or possession of a professional training certificate.
• Proven ability to work collaboratively with internal partners to identify common goals and utilize resources effectively.
• Demonstrated initiative and drive to identify and execute initiatives with limited guidance.
• Strong understanding of technological tools; proficiency in Outlook, Word, PowerPoint, and Excel is essential.
Preferred Qualifications:
• Experience as a Pharmacy Technician and/or in Medical Claim Processing is advantageous.
• Call center experience is a plus.
• Exceptional interpersonal, project management, and organizational skills.
• Solid foundation in virtual engagement platforms (e.g., MS Teams, WebEx & Adobe Connect).
• Outstanding presentation and facilitation skills (both virtual and in-person).
• Excellent coaching and counseling abilities (virtual and in-person).
• Familiarity with Situational Leadership, Emotional Intelligence, and DiSC is desirable.
• Strong problem-solving and critical thinking capabilities.
• Proactive and positive approach to delivering solutions.
• Ability to work independently and make informed decisions.
• Excellent verbal and written communication skills.
• Strong vendor management skills.
• Attention to detail and a high degree of discretion and confidentiality.
• Ability to thrive in a matrix team environment and maintain effective working relationships with colleagues, managers, and clients.