Training Services Coordination and Logistics Associate II at Conduent Patient Access Solutions, LLC
Somerset, NJ 08875
About the Job
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
Job Description for Training Services Coordination and Logistics Associate II: Details Actions
Schedule: M-F 9-530EST (flexibility required)
Key Responsibilities:
- Assist in the design, development, and implementation of training programs, including initial onboarding, product knowledge, customer service skills, and regulatory compliance (FDA, HIPAA).
- Develop and update training materials, including manuals, presentations, e-learning modules, and assessments.
- Ensure that all training programs are aligned with regulations and company policies.
- Facilitate onboarding and training sessions for new call center agents, introducing them to company systems, procedures, and compliance requirements.
- Provide hands-on training in call center systems such as CRM tools, phone systems, and reporting tools.
- Conduct role-playing scenarios and simulations to help new agents practice customer interactions.
- Develop and deliver ongoing training programs for existing agents, including updates on products, changes in regulations, and new company policies.
- Create refresher courses and workshops to ensure agents remain compliant and up-to-date on industry trends.
- Collaborate with subject matter experts to ensure the accuracy and relevance of training content.
- Monitor agent performance through call recordings, live call monitoring, and quality assurance feedback to identify training needs.
- Work with call center supervisors and managers to assess training effectiveness and adjust programs based on agent performance data and feedback.
- Provide one-on-one coaching and mentoring for agents who need additional support or skill development.
- Ensure that all training programs are designed to meet regulatory requirements, including FDA and HIPAA compliance.
- Collaborate with compliance teams to update training materials as needed to reflect changes in regulations or policies.
- Conduct regular compliance training sessions to keep agents informed of the latest regulatory standards and best practices.
- Evaluate the effectiveness of training programs through assessments, surveys, and performance metrics.
- Collect feedback from trainees and stakeholders to identify areas for improvement and ensure training meets the needs of the call center.
- Generate reports on training outcomes, including agent performance, compliance adherence, and areas of improvement.
- Collaborate with the operations, compliance, and quality assurance teams to align training programs with business goals and industry regulations.
- Provide support for call center supervisors and agents during transitions to new products, services, or processes.
- Participate in the development of career progression paths for agents and recommend professional development opportunities.
Pay Transparency Statement:
Pay transparency laws in some locations require disclosure of compensation-related information. For this position, actual salaries will vary and may be above or below the range based on various factors, including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive.
Furthermore, Conduent provides a variety of benefits to employees, including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation or sick time.
The estimated salary range for this role is $18-21 per hour.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. You may also click here to access Conduent's ADAAA Accommodation Policy.
At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.
