Client Engagement Training Specialist Job at Quest Diagnostics
Overview:
Basic Purpose:
Qualifications:
Education Preferred: Bachelor of Science or Arts Degree or equivalent combination or experience and education required.
Work Experience:
Client Engagement Training Specialist |
HYBRID position. Must be in reasonable driving distance to Lenexa, KS
Monday to Friday
Basic Purpose:
This position, based in Lenexa KS or Novi MI, implements training initiatives for the Client Engagement team to drive superior quality execution, operational efficiency, and industry best levels of client satisfaction for Health and Wellness customers and partners. The position is responsible for designing and delivering onboarding curriculum, ongoing training coordination and scheduling, identifying knowledge gaps, and measuring the effectiveness of trainings through improved execution metrics. Responsible for assisting in the development of and training to standard operating procedures (SOPs).
Responsibilities:
Duties and Responsibilities:
- Responsible for the development and implementation of training, both corporate and business unit-driven, for individuals within the Client Engagement organization.
- Design and implement mechanisms to evaluate training needs on an on-going basis, including working directly with Client Engagement leadership team and other department heads to identify areas of improvement that can be addressed through improved education and training.
- Designs, implements, and delivers the onboarding curriculum for Client Engagement new hires across all locations.
- Develop objectives and content; manage scheduling for all Client Engagement training initiatives, ensuring consistent and timely delivery of training across all teams and locations; implement feedback mechanisms to monitor the effectiveness of training; make continuous improvements that drive improved adherence to SOPs and operational excellence.
- Partner with IT/Product teams on knowledge transfer, training, and ongoing education for specific projects to ensure Client Engagement team members are trained and effective (i.e. Wellness Engine Migration, Qscreen Migration, etc).
- Assists in identifying the need and developing SOPs to support Client Engagement training.
- Ability to effectively interact with internal and external customers, such as health plans and resellers, to identify areas of improvement or custom/unique client requirements that require deviations and updates to SOPs/training.
- Develop the annual schedule and cadence for training deployments, inclusive of new product launches, ongoing education, and annual training in support of business needs.
Supervision Exercised:
None
None
Qualifications:
Education Preferred: Bachelor of Science or Arts Degree or equivalent combination or experience and education required.
Work Experience:
- 3-5 years’ experience in the health industry
- 2-4 years of experience in a training role or relevant experience
- Past leadership experience helpful
- Experience in conducting training needs analysis
Physical and Mental Requirements:
- Sitting for long periods at a time
- Maintain composure under pressure
- Adapt to change
- Ability to grasp information quickly
- Ability to multi-task
- Ability to follow verbal or written instructions
- Using effective verbal communication
- Think analytically
- Using effective written communication
- Concentrate on tasks
- Making decisions
- Examine/observe details
Other:
- Ability to command attention of a room and strong facilitation skills are a must.
- Excellent presentation skills: the ability to speak to audiences that include peers, co-workers, managers, clients, etc.
- Utilize QMS training and tools to facilitate effective project management and delivery of training objectives.
- Strong organizational skills and detail orientation.
- Demonstrated desire to drive continuous improvement.
- Ability to effectively communicate and train both seasoned and inexperienced employees must be clearly demonstrated.
- Good decision-making skills are essential, as is the confidence to make decisions independently as necessary.
- Must be a change agent and possess significant energy to drive results and improvements.
- Must be creative and challenge the status quo to find innovative ways to improve our training content development and delivery.
- Must be flexible to address training needs across multiple shifts and time zones as needed.
- Ability to travel up to 25%.
2023-30755
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