Champions of customer happiness. Providing award-winning healthcare customer services and CRM solutions.
Junior Facilitator
Location
United States
Posted
1 day ago
Salary
0
Seniority
Junior
No structured requirement data.
Job Description
Junior Facilitator
Everise
Role Description - Complete and pass Everise New Trainer Onboarding and Client Certification requirements. - Become a Master Certified Trainer through additional Client Certification. - Deliver new hire and ongoing training with emphasis on customer service and sales skills, client product knowledge, as well as Everise policies and procedures. - Deliver new hire or upskilling in virtual or brick and mortar facility. - Maintain a throughput rate of 85% graduates per training class. - Partner with Everise leadership in curriculum feedback and modification. Assist in developing associated supporting materials. - Ensure that all Champions are actively engaged in the training process through the planning and implementation of activities and use of camera. - Prepare lesson plans and course agenda for each training class, per client mandated training. - Conduct proficiency evaluations and certify Champions for the programs to which they are assigned. - In conjunction with Operations and Quality, work together in the continued development of Champions to reach optimal performance. - Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams. - Adherence and accountability of training standard operating procedures, processes and trainer scorecard. - While not actively training a class, the Trainer Level 2 will take phone calls, per an Operations schedule (8 hours per day), with passing Quality Evaluations scores (passing = line of business KPI target) to retain certification as a Trainer. - While not actively training a class, the Trainer Level 3 could move into a Supervisor role with Operations if hired into a Hybrid role. This change in job role could lead to a schedule change in Operations. Qualifications - A minimum of one year experience Training with Everise or other BPO or one year experience as a Supervisor with Everise or other BPO. - High School diploma or equivalent. College degree preferred. - Client Master Certified. - Insurance License required on all Licensed lines of business. - Ability to build rapport in an online virtual environment. - Excellent oral and written communication skills at all levels of the organization. - Demonstrated presentation and facilitation skills. - Proficiency in Microsoft Office applications including PowerPoint and Word. - Ability to work any shift x 7 days a week. - Ability to understand Standard Operating Procedures and when to ask for guidance. - Ability to adapt and implement changes on the fly. - Outgoing personality.
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