Process Trainer (Healthcare Account)

Process Trainer (Healthcare Account)

2-5 years
Not Specified

Job Description

Roles and Responsibilities:
• Strong, experienced individual for HLS business who must be well versed with patient calling processes, services & products and has trained batches in the same cycle space
• Improving Accounts/Teams performance through refresher Training and motivate team to achieve desired quality and production targets
• Planning and process development - Innovate to optimize production and constantly improve Production, Quality and AHT/ART
• Participate and contribute in client conference calls, management meetings and department meetings
• Identify training needs and arrange for training, re-training and cross training, as required
• Support and monitor day-to-day work processes and meet production and Service Level Agreements (SLA) related to Training
• Conduct periodic and surprise audits and checks to ensure compliance with documented policies and procedures
• Facilitate to meet contractual obligations and client expectations
• Draw a plan of action in coordination with Managers, AM (Assistant Manager) and the Quality Analyst based on feedback to continue to improve operational & Training performance
• Ascertain training areas based on reports from the Quality Analyst and reduce unwanted costs
• Development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes
• Responsible for studying the client processes gathering all information and ensuring seamless implementation
• Working out detailed project plans for implementation through the initial period of pilot testing and establish firm communication channels with the client for all types of escalations. Account management and Client relationship management
• Develop team excellence
• Ensure consistent training Review’s with other departments
Skills Required:
• Ability to work US shifts
• Excellent verbal & written communication & presentation skills
• Ability to work on MS-Office, Excel and PPT
• Customer Service orientated and assimilate with other stake holders
• Commitment, Logical Thinking, Deliberate the decisions, Play a role model
• Identify Training needs for an agent to acquire/enhance the required skill sets
• 5+ years of RCM experience (strong knowledge in Patient Calling function) with 1+ years of experience in Patient Calling as Trainer
• Expertise on how to manage AHT/ART
• Works independently, demonstrates initiative and innovative thinking
Education and Experience:
• UG/PG Graduation in any stream with excellent comm skills in English (Written and Spoken)
• Overall 5+ years of RCM experience having strong knowledge in Patient call services alongwith 2+ years of experience as trainer

Job Details


Wipro Philippines Inc. is one of the world's leading IT and BPO organization with approximately 100,000 employees spread across India and the globe and revenue of approx $5.0 billion in IT, BPO and R&D services (Wipro Limited).

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