Product Support & Training Specialist II

MedImpact Healthcare Systems, Inc.; San Diego (CA); On-site; USD 65,000 - 85,000; Full time

Job summary

A leading healthcare company seeks a Product Support & Training Specialist II to enhance training programs and provide escalated product support. This role requires expertise in various systems and a strong background in training delivery. The ideal candidate will possess a BS/BA degree and significant experience in product support, ensuring effective training and user engagement.

Benefits

Medical, Dental, Vision, Wellness programs

Paid time off and holidays

Incentive compensation, 401K with match

Life and disability insurance

Tuition reimbursement and employee referral bonuses

Qualifications

• 5+ years of relevant experience or equivalent combination.
• 2+ years as SME in related areas.
• Certified Technical Trainer (CTT+) preferred.

Responsibilities

• Develop, implement, and deliver training programs.
• Provide primary product support for self-service customers.
• Analyze data, recommend improvements, and enhance training processes.

Skills

Customer focus

Problem solving

Organizational agility

Time management

Communication

Education

BS/BA degree

Tools

Microsoft Office

Job description

Product Support & Training Specialist II

Join to apply for the Product Support & Training Specialist II role at MedImpact Healthcare Systems, Inc.

Job Overview

The Product Support & Training Specialist II serves as an escalated product support resource for internal and external users, maintaining ongoing contact with MedImpact’s self-service customers. This role focuses on ensuring the quality and effectiveness of training programs and developing innovative training delivery methods. As a key member of the Business Solutions team, the Specialist is a subject matter expert (SME) for the Claims Testing Platform (CTP), the Enterprise Formulary System (EFS), and MedResponse3 (MR3), ensuring users are well-equipped and comfortable with these tools.

Key Responsibilities

• Develop, implement, and deliver training programs; participate in training development activities; certify courses; update materials to reflect process changes.
• Collaborate with implementation and account management teams to ensure client engagement and system familiarity.
• Provide primary product support for all self-service customers of CTP.
• Create and share relevant documentation via SharePoint, intranet, and other platforms to promote efficient technology use.
• Analyze data, recommend improvements, and collaborate across departments to enhance training and support processes.
• Assess training needs, develop tailored programs, and deliver training through various formats including classroom, one-on-one, and virtual sessions.
• Engage with corporate clients to respond to training requests and develop training materials.
• Establish learning objectives, measure training effectiveness, and report on progress.
• Maintain up-to-date training manuals and materials, revising as needed.
• Work with internal teams to design effective training strategies aligned with company goals.
• Monitor and improve training programs continuously.
• Other duties as assigned.

Qualifications

• BS/BA degree and 5+ years of relevant experience, or equivalent combination; 2+ years as SME in related areas.
• Proficiency with Microsoft Office; ability to analyze legacy systems and learn new software.
• Certified Technical Trainer (CTT+) preferred.
• Strong curriculum design, communication, and technical training skills.
• Excellent analytical, verbal, and written communication skills.
• Ability to interpret instructions and solve problems involving multiple variables.
• Effective at writing reports, delivering presentations, and understanding technical procedures.

Skills and Competencies

• Customer focus, problem solving, decision quality, organizational agility, and ability to work under ambiguity.
• Time management, learning agility, political savvy, and ability to handle stressful situations.

Physical and Work Environment

Requires sitting, standing, walking, and occasional lifting up to 25 pounds. Work environment includes moderate noise, potential exposure to mechanical parts, chemicals, and outdoor conditions. Must work on-site at San Diego headquarters with periodic remote work possible.

Additional Details

Position requires up to 25% domestic travel. Typical hours are Monday-Friday, 8:00 am to 5:00 pm, with flexibility for nights, weekends, or holidays as needed.

Perks and Benefits

• Medical, Dental, Vision, Wellness programs
• Paid time off and holidays
• Incentive compensation, 401K with match
• Life and disability insurance
• Tuition reimbursement and employee referral bonuses

Apply at www.medimpact.com/careers. We are an Equal Opportunity Employer.