DE029638 - Health Clinical Services Specialist

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POSITION TITLE: Training and Development Specialist

WORK SETUP: Hybrid

OVERALL PURPOSE:

Utilizes industry or domain experience to deliver business value on a repeatable basis to clients. Delivers strategic business insights, aids decision-making to maximize client operations or uncover opportunities to grow revenue to reduce costs. Utilizes a broad set of analytical tools to recommend and implement improvements to client business functions.

Facilitates training programs that may include product training, company background and industry policies, implements training assessments and monitoring trainee performance through established measurements. The trainer ensures that agreed proficiency levels are assessed and met prior and upon agents’ graduation from the training program.

Responsible for assessing and analyzing the clinical learning needs and performance of clinicians though a well-defined Training Needs Analysis process. Implements clinical support learning activities in consultation with the client to facilitate the achievement of service level targets and business needs.

Functions as a clinical resource to both clinical and non-clinical staff.

Supports operations to ensure adherence with accreditation, regulatory and quality standards.

RESPONSIBILITIES:

Deliver clinical training sessions, competency assessments, and hands-on education for nurses and non-clinical staff.

Supports aspects of:

Curriculum planning and mapping

Training Content development and review

Creation and implementation of testing materials and instruments

Instructional methods and knowledge transfer approach

Training materials and job aids

Training logistics

Training effectiveness measurements

Supports the design and development of training modules, process documentation and job aid necessary to perform the associate’s job role task and function.

Participates in the planning, development, implementation, and effectiveness measurement of educational programs.

Develops training materials and may be responsible for delivering course material addressing knowledge or skill-based deficits and/or other needs identified.

Supports organizational effectiveness and client satisfaction by focusing on efficiency, process reliability, adapting to the external environment, and promoting business excellence through learning.

Collaborates with various teams in the planning of training, up skilling, and cross training.

Oversees timely completion of deliverables as required by the SOW and Service Level Agreements.

Retains skills in functional area of expertise through ongoing education, training, and certification where available.

Complies with Accenture’s and client’s standards, procedures, and policies.

Collaborates to identify training opportunities for staff, including but not limited to training on case processing, utilizing medical policy, and referring cases to physician reviewers.

Responsible for maintaining contractual, regulatory and accreditation compliance by knowing, understanding, correctly interpreting, and accurately applying requirements, regulations, and standards.

Reporting

Provides regular status reports detailing accomplishments, training trends and activity reports to stakeholders.

Maintains collection and tracking of relevant training data.

May assist with team-specific reporting activities, including productivity reports, end of shift reports and other operational related reports.

Serves as a point of contact for procedural and technical issues.

Performance Management

Performs the following Performance Management steps:

Prepares/creates written training material utilized to provide support for virtual and instructor-led training.

Creates and delivers clinical and non-clinical training material clearly and eff

SKILL AND QUALIFICATIONS:

Must have 5 years training experience in BPO setting and 3 years supervisory

Proven experience in teaching, training, or instructing within the relevant field, demonstrating effective delivery and classroom management skills.