Customer Support Analyst - Training - Apree Health

Summary

Responsibilities

• Develop and implement a comprehensive training program tailored for apree colleagues to ensure delivery of top-notch customer service.
• Evaluate, develop and maintain training materials based on feedback, product updates, program changes and industry standard evidence-based best practice.
• Conduct training sessions for new hires as well as continuous education for existing colleagues, ensuring high retention and application of learned skills.
• Promote and foster a culture of continuous learning and development among team members.
• Utilize strong presentation and platform skills to effectively communicate in various settings - small group learning, large audience, virtual or in-person
• Demonstrate high technical aptitude and quick learning ability to adapt training to new processes and systems.
• Manage multiple training projects, ensuring effective execution and timely completion.
• Collaborate cross-functionally within the organization to think critically and creatively, developing customized training tools and workflows specific to service lines and/or client needs for new service implementations, thereby enhancing overall team performance and achieving training objectives with internal & external partners.
• Assume ownership of, provide guidance for, and influence the direction of procedures, protocol/process requirements and training
• Utilize evidence-based practice to advise on workflows and policies in alignment with organizational goals and culture
• Deliver recommendations on opportunities workflow optimization to bridge gaps in patient and clinical staff experience
• Support and develop project deliverables to identify functional, system and performance requirements related to enterprise and integration projects
• Provide strategic and clinical consulting by partnering with internal and external stakeholders to develop system designs for functional and integration integrity
• Other duties as assigned

Demonstrated Abilities

• A proactive work ethic with a commitment to maintaining high-quality standards.
• Excellent phone etiquette and interpersonal skills.
• High attention to detail with a focus on accuracy and the ability to manage multiple deadlines.
• Team player with strong interpersonal skills and ability to build effective working relationships throughout all levels of the organization
• Excellent verbal and written communication
• Solution-focused
• Ability to be creative and innovative in a fast-paced environment with a lot of ambiguity and constant change

Qualifications

• Minimum of 5 years of relevant experience (e.g. consulting, strategy, healthcare operations, clinical program management, clinical staff development, training, nursing leadership)
• Experience in program design, development, and management
• Proficiency in Google Workspace, Lucid, Articulate, Bridge, desired 
• Strong computer literacy and proficiency
• EMR experience, NextGen and Athena a plus 
• Knowledge of healthcare regulations and quality standards
• Project management experience is a plus
• Familiarity with commercial payers, Medicare Parts A/B/C/D, and state Medicaid programs.
• Previous customer service experience, ideally within a contact center.
• Experience in a software environment is a plus.
• Comfortable working in rapidly changing environments and flexible with work hours during peak training periods.

Physical Demands

• Includes full range of body motion and ability to move desks and equipment as necessary
• Manual and finger dexterity and eye-hand coordination
• Requires standing, walking and sitting for extended periods of time
• Requires corrected vision, hearing and speech within normal ranges
• Requires up to 50% travel (both in and out of state)