Customer Operations Trainer

US-MN-Minnetonka
1 month ago
Job ID
2017-1063
# of Openings
0
Category
Customer Service/Support

Overview

Who We Are: Reed Group is a dynamic, fast growing organization that works in a niche industry most commonly known as Third Party Administration. We are known for being a leader in managing absences for major companies including Fortune 100 companies. More specifically, instead of employers managing the process when an employee needs to go out on leave for FMLA (the family medical leave act) or for Short Term or Long Term Disability, we handle it for them. As a result we have a large customer operations team of talented individuals who manage our client’s employee cases.

We build the software (we have a large group of developers) to manage the entire work flow which is why you could easily think of us as a technology company. We also have a content business called MDGuidelines that contains treatment recommendations for best managing an employee back to work.

Right now we are over 1,900 employees (and growing daily).

 

The Reed Group Mission: We are about helping people get back to work. Often, this means helping people through difficult times in their lives. We help doctors do their best for their patients and we help employees protect their jobs. Our mission is: We believe there's a better way to help employers increase productivity, improve healthcare quality and help employees back to productive life.

Responsibilities

The Customer Operations Trainer is responsible for onboarding and training Customer Operations personnel to ensure quality and performance standards are met or exceeded. The Instructor develops, facilitates, and delivers training programs across the spectrum of customer service and case management. The instructor utilizes diverse methods including instructor-led, web-based, self-paced, on-the-job, experiential, exploratory, scenario-based, and blended learning techniques.

 

ESSENTIAL FUNCTIONS:

  • Enhances, improves and delivers training to new hires ensuring that new team members successfully transition with technical competency and sufficient job knowledge from training to operations.
  • Identifies and corrects training processes and materials to reduce deficiencies in new hire training.  
  • Organize and develop training manuals, reference libraries, testing and evaluation procedures, visual aids and other educational materials.    
  • Works collaboratively with the management team and the quality assurance and training teams to identify areas of deficiency for incorporation into training.
  • Works with compliance to ensure changes, escalated issues and complex problems are properly addressed and incorporated into training.
  • Contributes creatively to innovative methods for accomplishing learning objectives.
  • Maintains up to date information on Federal and State compliance in training programs.
  • Develops user materials, quick reference sheets, and job aids as appropriate.
  • Works collaboratively with management to deliver other training as directed.
  • Coordinate training activities with other departments in the enterprise to ensure business needs are met.OTHER DUTIES:
  •  
  • Pursues professional development on an annual basis.
  • Attends department meetings and company meetings.
  • Other duties as required.

Qualifications

  • Bachelor’s Degree or Professional Certification preferred or equivalent combination of experience and education or professional training.
  • 2-5 years of experience in a professional environment facilitating small and large classes on customer service, support, and/or case/account management
  • Working general knowledge of disability management, FMLA, case management, state leaves, ERISA and ADA are strongly preferred.
  • Excellent customer service and interpersonal communication skills demonstrating courtesy, tact and professionalism.
  • Working knowledge of medical terminology and ICD-9-CM coding a plus.
  • Intermediate level computer skills using Office 2013, Adobe Photoshop.
  • Recent experience with a Learning Management System and/or training development tool such as Captivate, Articulate, etc.
  • Ability to develop and deliver technical training including software applications.
  • Working knowledge of Adult Learning Theory and methods for needs assessment.

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