Overview
The Member Advocate Trainer is responsible for the professional development of the Member Services staff by implementing programs to improve onboarding of new hires and continued training of existing staff to improve quality, performance and efficiency.
The Member Advocate Trainer is expected to apply previous experience in leadership and training to develop a robust and efficient training model using current technologies either existing or to be acquired. Role also requires thought leadership by identifying process improvements, including improving people and member experience as well as operational efficiency.
Our Company
Founded in 1926, Maxor is a leading, independent pharmacy solutions platform that improves prescription drug affordability and outcomes. Over time, Maxor has built a unique and complementary suite of services and technology offerings that deliver clinical, financial and strategic value to patients, payors and providers across the pharmacy supply chain. Maxor has a proud heritage of growth and innovation earned over the decades. Amarillo, Texas is the legacy headquarters for Maxor, but our talent base is national. We operate pharmacies and other business operation sites across the United States with more than 1100 employees working from 42 states.
Why Maxor?
Pharmacies are essential to healthcare, with nearly 90% of the US population living within 5 miles of one and seeing their pharmacist an average of 12 times a year. Providing a positive patient experience is crucial to ensuring patients adhere to their therapies. At Maxor, we recognize that our employees are our most valuable assets. We actively seek and retain talented professionals who are mission-driven to improve healthcare outcomes for patients. Our employees are essential to their own well-being, finding fulfillment in meaningful work, competitive compensation, diverse and inclusive teams, and limitless career possibilities. With a workforce of 1,200+ and almost a century of pharmacy experience, we offer the stability of a Fortune 500 company and the energy and innovation of a startup. Our expertise and technology support the entire pharmacy ecosystem, but our impact goes beyond pharmacy services. We enable pharmacy care.
Position Location
This is a remote-based position within the Continental US.
Responsibilities
- Collaborate with Member Services management and other colleagues as directed to develop onboarding training program for new hires and continuing training for all existing staff. Program should eventually include:
- Virtual training program for off-site or at home employees
- A mock or controlled training environment
- Self-directed training
- Comprehension testing
- Administrative tracking of completed trainings, test scores and other progressive key performance indicators.
- Train new hires within 4-6 weeks to be ready to take live calls in selected groups with minimal assistance.
- This will include:
- Being immediately available for questions when Member Advocates start taking live calls.
- Giving assistance as needed to new Member Advocates as they move to their shift and transition into their role.
- Continued training of Member Advocates to expand skills and knowledge in order to be able to take all variations of calls we receive in the call center.
- Collaborate with Quality Assurance to ensure that Member Services quality standards are taught and clear expectations set during training process.
- Provide Member Services management with feedback on status of trainees (e.g. speed of learning, attitude, quality of work, attendance, adherence to policies and procedures).
- Answer calls quickly and with courtesy during peak call volume periods or when needed as directed by Member Services management.
- Attend and participate in programs and meetings required by MaxorPlus or the Member Services Department.
- Remain current on plan knowledge, policies, procedures and systems knowledge for both MaxorPlus and Mail Order call centers.
Key Qualifications:
- Virtual training experience
- E-Learning experience
- PBM/Healthcare experience
- Preferred skills/experience includes:
- Salesforce knowledge strongly preferred
- Call Center experience (does not have to be in a trainer role)
- Medicare/Medicaid
- JIRA Knowledge
Qualifications
Education: High School Diploma, GED or equivalent
Experience: Minimum one year of training and/or instructional designing experience required.
At least two years of experience related to department leadership and training, or other equivalent experience preferably in a customer service or call center environment.
Demonstrated ability to work with a wide degree of creativity and autonomy.
Knowledge, Skills, and Abilities:
- Excellent oral, written and interpersonal communication skills.
- Exceptional listening and analytical skills.
- Ability to utilize available technology to develop an efficient training program and job aids to be utilized by new and existing Member Services employees.
- Computer skills adequate to create training program curriculum and job aids for new and existing Member Services employees.
- Strong knowledge of customer care processes and techniques.
- Demonstrates an ability to collaboratively work across organizational boundaries to drive process improvements, and operational excellence.
- Ability to maintain confidentiality.
- Dedication to providing exceptional customer service.
WE OFFER
At Maxor, we foster a diverse and progressive culture that promotes a work-from-home model and a "dress-for-your-day" approach to work attire. Our team-oriented environment encourages collaboration and innovation.
We offer highly competitive compensation and comprehensive health benefits including:
- Comprehensive mental health and wellbeing resources
- Nationwide Blue Cross Blue Shield PPO with employee-friendly plan design, including a $850 individual annual medical deductible and $25 office visit copays, with low biweekly premiums
- Company-paid basic life/AD&D, short-term and long-term disability insurance
- Rx, dental, vision, other voluntary benefits, and FSA
- Employer-matched 401k Plan
- Industry-leading PTO plan
- And more!
Apply today at: https://www.maxor.com/careers/
Maxor is an EOE, including disability/vets
