Associate Trainer, Patient Support Services

Role

The Associate Trainer role is aligned with IQVIA’s Centralized Outsourcing Operations Hub (COOH) and supports Patient Support Services within a call center environment. This role assists with the delivery of training under the guidance of Training Leadership and contributes to content development for the following areas:

• Access Hub Services, including contacting insurance companies to verify eligibility, conducting benefit investigations, supporting copay assistance, and checking prior authorization and/or appeal status
• Pharmacy Support, including receiving medical claims from healthcare providers or patients and reviewing claims against program-specific business rules to determine approval or rejection
  
  

The Associate Trainer provides support for both general and program-specific training initiatives, as assigned. This role requires the ability to work collaboratively with cross-functional partners to support effective training delivery and drive business results.

Patient Support Services Training - Responsibilities

• Responsible for the delivery of compliant role and program specific training, as well as foundational customer engagement skills training. May include content development as appropriate
• Deliver on assigned training (home study, live, and virtual) programs leveraging adult leaning principles in a compliant manner. Responsibilities include, but not limited to, the following: agenda creation and revisions, new hire on-boarding, training communications, compilation/creation of primary slide decks and systems training user guides, coordination of presenters for live and virtual training events, input on the development of workshops, and on-going refresh/reinforcement training activities
• Consults and collaborates with Training Leadership and other partners as appropriate to identify training needs/gaps and design and deliver training that enhances call center effectiveness
  
  

Qualifications

• Bachelor's degree from an accredited College/University or equivalent experience required
• 1-2 years of experience in training and education is required
• Exposure to call center operations, patient support services, or healthcare programs required
• The ability to collaborate effectively with internal partners to identify commonalities, use resources, and achieve goals
• Demonstrated drive and initiative to identify and deliver on initiatives with limited direction
• A strong understanding of technological resources; examples include Outlook, Word, PowerPoint, and Excel
• Must have a private workspace free of distraction to adhere to HIPAA compliance/guidelines. Workspace must include internet plug-in accessibility.
  
  

Job Requirements

• Ability to collaborate effectively with cross-functional partners
• Excellent interpersonal and organizational skills
• Strong foundation in virtual engagement platforms (e.g. MS Teams)
• Strong presentation/facilitation skills (virtual and live)
• Demonstrated problem solving and critical thinking skills
• Initiative-taking and positive approach to providing solutions
• Excellent verbal and written communication skills
• Strong attention to detail and follow-through
• Ability to receive feedback and apply it to ongoing development
• Willingness to learn new systems, processes, and healthcare regulations
• High degree of discretion and confidentiality
• Ability to establish and maintain effective working relationships with co-workers, managers, and clients
• Ability to stand for long periods of time, bend, kneeling and some lifting of equipment may be required of up to 50 pounds
  
  

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

The potential base pay range for this role, when annualized, is $41,200.00 - $103,000.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.