Overview

Navitus Health Solutions is seeking a Customer Care Trainer to join our team!

The Customer Care Trainer excels at collaborating across the organization to bring knowledge, exceptional service and build high engagement through onboarding and refresher training. This role develops and facilitates training through multiple channels and demonstrates culture and competencies for trainees so they in turn become strong performers within the Customer Care team and the organization. The trainer is adept at identifying training needs, creating interactive training, facilitating topics, evaluating effectiveness and retention of material and constantly enhancing the training program. The trainer will design the training program based on after training behaviors and create a training program that remains stable, tracking trends and implementing required changes as needed for future training classes. The trainer will remain a subject matter expert in all departmental essential systems (NCRx, Lighthouse, Compass, etc.) and be able to troubleshoot common issues at a high level.

Responsibilities

How do I make an impact on my team?

• Responsible for identifying candidates likely to succeed in the role
• Responsible for reducing turnover through effective and flexible training styles
• Assisting in decisions around agency contracts with the use of call handling data
• Create competency-based scenarios and do system setup to enable Specialists to perform hands on learning
• Provide continuous feedback of recruits progress weekly
• Engage all classroom participants both in person and virtually
• Instruct based on most frequent call types, rather than one off processes
• Travel required up to 75%, dependent on training needs at other campuses
• Staying current and maintaining Customer Care knowledge by handing toll free calls 10% of the work week
• Other duties as assigned

Qualifications

What our team expects from you?

• Associate’s degree preferred
• Minimum of 2 years in a call center position, with PBM experience desired
• Experience with multi-channel environment and the associated quality and training programs desired
• Participate in, adhere to, and support compliance program objectives
• The ability to consistently interact cooperatively and respectfully with other employees

What can you expect from Navitus?

• Top of the industry benefits for Health, Dental, and Vision insurance
• 20 days paid time off
• 4 weeks paid parental leave
• 9 paid holidays
• 401K company match of up to 5% - No vesting requirement
• Adoption Assistance Program
• Flexible Spending Account
• Educational Assistance Plan and Professional Membership assistance
• Referral Bonus Program – up to $750!

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