Customer Care Training Supervisor

Capital Rx is a next generation pharmacy benefits manager, overseeing prescription benefit plans on behalf of employers, unions, and government entities. Determined to transform an outdated model, Capital Rx's mission is to change the way prescription benefits are priced and administered in the US, unlocking enduring social change. Through our platform approach, Capital Rx delivers data-driven insights and actionable strategies that reduce costs, while improving patient outcomes. Our commitment to innovation, technology and service is the reason why Capital Rx is among the fastest-growing PBMs in the country.

Responsibilities:

Capital Rx is currently hiring for a Customer Care Training Supervisor. The ideal candidate will be responsible for training our Call Center team, which includes Call Center Representatives, Pharmacy Technicians, Team Leads, and Managers, as well as providing training to our customers and vendors. We are seeking a proactive professional who can effectively manage the training schedule, and improve the curriculum.The responsibilities include:

• Guide the design, revisions and implementation of all internal training programs that support the objectives of the Capital Rx Call Center
• Develop and improve training program; including eLearning modules, curriculum and context for existing and new programs in addition to updating and maintaining the training manual, materials and knowledge base
• Collaborate with subject matter experts to determine and create the policies, procedures, job aids, and training materials that will be utilized by the Customer Care department and other departments within the organization
• Assisting in the delivery and presentation of onboarding and training modules related to management, soft skills, enhanced communications, customer service skills, problem solving, policies and procedures, or other customer designed PBM training modules
• Identifying training needs and mapping out learning and development plans for individuals and teams
• Build rapport with trainees and encourage them to develop trust in one another so they can rely on each other
• Monitor trainees' performance and progress during and after production to evaluate core competencies, determine knowledge/performance gaps, and share feedback with Management
• Assessing employees' skills, talents, performance and productivity and prepare written evaluations with advice for improvement

• Identify and create curriculum for future training
• Search for gaps and maintain training material or content to ensure safety and productivity among staff members
• Communicate with team members, clinical team and management to ensure all needs are met
• Handle calls for various skills within the Call Center to stay abreast of our product and policies
• Work closely with vendors in order to research, analyze, review and create recommendations for training and development materials
• Follow all internal Standard Operating Procedures and adhere to HIPAA guidelines and policies

Qualifications

• Bachelor's degree preferred, or equivalent experience.
• 3+ years of training experience in the Pharmacy Benefit Management (PBM) industry
• Previous experience working in a collaborative team-based environment
• Previous Call Center Representative experience preferred
• Excellent team building, communication, writing, and organizational skills
• Strong presentation, facilitation, public speaking, research and analytical skills
• Familiarity with industry best practices and standards
• Ability to translate complex problems and concepts in training
• Experience with multi-media (audio, video, web-based systems) and MS Office programs
• Strong facilitation skills with the ability to capture an audience and keep them engaged
• Must be highly organized with strong time management skills
• Curriculum development experience required
• Understanding of Adult-Learning Principles preferred
• Adapt well to change and successfully set and adjust priorities as needed
• Self-motivated and detail-oriented problem solver
• Ability to work independently and stay productive in a remote environment
• Demonstrate aptitude to develop people and processes
• Ability to give and receive constructive feedback
• Quiet and designated work area

Internet/Phone Requirements:

• High Speed Internet with at least 10 Mbps download and 1 Mbps upload speeds: DSL or Cable (no wireless or satellite ISPs allowed)
• Must be approved by Capital-RX

Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Capital Rx values a diverse workplace and celebrates the diversity that each employee brings to the table. We are proud to provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.