Trainer, Patient Support Services
Trainer, Patient Support Services
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Job Description
Trainer Patient Support Services
This Trainer role is aligned with IQVIAs Centralize Outsourcing Operations Hub (COOH) team supporting Patient Support Services in a call center environment. In this Trainer role you will be responsible for the design development coordination and delivery of learning programs primarily for:
Care Managers (responsible for contacting insurance companies to obtain correct eligibility information perform benefit investigations copay assistance and check prior authorization and/ or appeal status)
Pharmacy Support (responsible for receiving medical claims from HCPs or patients and vetting the claim against program specific business rules to determine if the claim should be paid or rejected)
With limited guidance this role will provide expertise to support general and program specific training initiatives. The Trainer needs to demonstrate the ability to work collaboratively with crossfunctional partners to ensure the delivery of business results.
Patient Support Services Training Responsibilities
Responsible for the design development and delivery of compliant program specific training as well as foundational and advanced customer engagement skills training
Function as a subject matter expert for patient support services and deliver on all aspects of training (home study live and virtual) programs leveraging adult leaning principles in a compliant manner. Responsibilities include but not limited to the following: agenda creation and revisions new hire onboarding training communications compilation/creation of primary slide decks and systems training user guides coordination of presenters for live and virtual training events development of workshops and ongoing refresh/reinforcement training activities
Consults and collaborates with Patient Support Services Leadership Regulatory and other partners to identify training needs/gaps and design and deliver training that enhances call center effectiveness
Qualifications Required
Bachelors degree from an accredited College/University or equivalent experience
2years or more experience in training education or equivalent experience required
Experience in pharmacy operations/claims processing
Experience managing benefit investigation and coverage eligibility along with completing prior authorizations
Call Center experience
The ability to collaborate effectively with internal partners to identify commonalities use resources and achieve goals
Demonstrated drive and initiative to identify and deliver on initiatives with limited direction
A strong understanding of technological resources; examples include Outlook Word PowerPoint and Excel
Preferred Qualifications
Medical Billing and Coding Certification preferred
Field Reimbursement experience preferred
Excellent interpersonal project management and organizational skills
Solid foundation in virtual engagement platforms (e.g. MS Teams Zoom Adobe Connect)
Excellent presentation/facilitation skills (virtual and live)
Excellent coaching and counseling skills (virtual and live live)
Excellent problem solving and critical thinking skills
Initiativetaking and positive approach to providing solutions
Ability to operate independently and to make informed decisions
Excellent verbal and written communication skills
Strong attention to detail
High degree of discretion and confidentiality
Ability to work within a matrix team environment
Ability to establish and maintain effective working relationships with coworkers managers and clients
Strong working knowledge of Situational Leadership Emotional Intelligence and DiSC (desired)
IQVIA is a leading global provider of clinical research services commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at
IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability status as a protected veteran or any other status protected by applicable law. potential base pay range for this role is $65000 $87000 annually. The actual base pay offered may vary based on a number of factors including jobrelated qualifications such as knowledge skills education and experience; location; and/or schedule (full or parttime). Dependent on the position offered incentive plans bonuses and/or other forms of compensation may be offered in addition to a range of health and welfare and/or other benefits.
Employment Type
Full-Time
