Care Management US RN Voice Sr Analyst

Siegen HR Solutions; Manila; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

A healthcare training provider is looking for a Care Management US RN Voice Sr Analyst in Manila. The role involves facilitating training programs, providing constructive feedback to agents, and developing new content. Candidates should have a nursing degree, current U.S. RN status, and at least 2 years of clinical experience. Experience in the contact center industry and knowledge of adult learning theory is preferred. This position offers an opportunity to enhance agents' skills in a supportive environment.

Qualifications

• Current U.S. Registered Nurse in good standing to practice.
• 2 years of clinical experience.
• 1-2 years of training or teaching experience required.
• Knowledge of Adult Learning Theory preferred.
• 2–3 years of work experience in the Contact Center industry, preferred
• Knowledge of ICD-9 and CPT codes, preferred
• Managed care experience, preferred
• Knowledge of Adult Learning Theory, preferred
• Proficient with MS Office products, especially Excel and PowerPoint
• Proficient in report writing and business correspondence

Responsibilities

• Facilitates training programs and assessments.
• Develops and executes training programs.
• Provides feedback and coaching to agents.
• Monitors agent performance and identifies areas for improvement.
• Reviews curriculum and learning materials; develops new content when necessary.
• Monitors agent understanding and identifies strengths and areas for improvement.
• Provides timely feedback to agents through call monitoring and in-person coaching.
• Evaluates agent performance in training and provides coaching interventions.
• Coordinates timely delivery of coaching with management teams.
• Collaborates with team leaders/trainers to improve process knowledge.
• Acts as process mentor and back-up escalation when SMEs are unavailable

Skills

Analytical skills

Customer service

Technical skills

Report writing

Coaching

Education

Nursing degree

U.S. Registered Nurse

Tools

MS Office (Excel, PowerPoint)

Call monitoring system

MS Office

Report writing

Job description

About the job Care Management US RN Voice Sr Analyst

Overall Purpose:

• Facilitates training programs that mayinclude product training, company background and industry policies.
• Implementing Training assessments andmonitoring trainee performance through established measurements.

Responsibilities:

• Develops and executes the end to endprocessfor allrequired training programs from a contentdelivery and training administration perspective;
• Facilitates all required trainingprograms with the ability to translate subject matter expertise to knowledgegain and skills development;
• Manages the training environment andidentifies improvement opportunities in the learning process based onproduction needs, metrics and expectations;
• Executes basic needs analysis toidentify a training need;
• Reviews curriculum andlearning materials on a regular basis anddevelops new content when necessary;
• Monitors process understanding ofagents and identify agents’ strengths and areas for improvement.
• Provides timely, constructive feedbackto agents through call monitoring system and in-person to aid in theenhancement of the following skills: telephone etiquette, customer service andcall management Evaluates agent performance in training and providesappropriate coaching interventions.
• Coordinates the timely delivery ofcoaching to all required personnel with the appropriate management team members
• Collaborates with team leaders andtrainers / training managers to improve the process knowledge of agents.
• Acts as process mentor & coach tothe agents and may also serve as a back-up point of escalation when SubjectMatter Experts are unavailable.

Skills and Qualifications:

• Current U.S. Registered Nurse in goodstanding to practice required
• Proficient analytical skills
• Experience in medical or insurancefield preferred
• Knowledge of ICD-9 and CPT codespreferred
• Managed care experience preferred
• Knowledge of Adult Learning Theorypreferred
• Nursing degree holder
• 2 years clinical experience required
• Related outsourcing operationsexperience preferred
• Working knowledge and experience withcomputers and internet
• 2 – 3 years of work experience in theContact Center industry, preferred
• 1 – 2 years of training or teachingexperience
• Customer service or its equivalent fora designated customer bas
• Technical or Specific Skills (e.g.technical, computer)
• A working knowledge of MS Officeproducts, with strong Excel and PowerPoint skills
• Proficient in report writing, businesscorrespondence