Trainer

| | | | --- | --- | | Role Profile | Trainer | | Role Definition | The role of a trainer is to develop a competency and skill sets in anindividual to perform his/her effectively and efficiently in the workplace. The trainer should communicate to the trainees about what isexpected out of training in a simple and professional way | | Roles and Responsibilities | The trainer plays a pivotal role from start to end of the Domaintraining that includes the following: <br>1. Participate in KA and KTrelated activities in the account and work with the client and variousstakeholders to ensure that processes knowledge is documented andtransferred to the operations team      <br>2. Deliver Generic Domain Specific Modules along with up skillingresources on process.       <br>3.Structure On boarding Training requirements, Pre Process, CustomerVisits etc.      <br>4. Ensure that all newemployees go through the defined new learning path for their respectiveroles in the account      <br>5. Deliverpre-process and process training for new employees      <br>6. Support new hires during OJT and GO-live      <br>7. Provide refresher and remedialtraining for existing employees      <br>8.Ensure all regulatory requirements are complied with from time totime      <br>9. Maintain trainee data andinformation      <br>10. Generate trainingreports from time to time      <br>11.Support any administrative tasks like trainee roster and scheduling etc.       <br>12. Create/Customizetraining content for delivery      <br>13.Provide feedback and coaching to analysts on the floor      <br>14. Take ownership for improvement in analystsperformance      <br>15. Analyze trainingneeds for employees working for the account.      <br>16. Responsible for account level Training metrics        <br>17. Responsible for adhering totraining standardization guidelines defined by the BU TrainingFunction       <br>18. Responsible towork with ops to bridge gaps during training. | | Certifications and Assessments | Standard Trainer Assessment & Domain  Certification  <br>B2 - Domain Process Training Certification | | Education | Graduate | | Knowledge | Must Have <br>'1 Good Hands on system & applicationsexpertise <br>2 Fluent in English language skills <br>3 ExcellentCommunication and presentation Skills <br>4 Good Customer interactionskills <br>5 PC literate  with good system navigation skills <br>6 Good Data input skills <br>7 MS Office (Excel, Word, Outlook)skills - Basic <br>8 Task Management & Organization skills <br>9Problem solving skills <br>10 Professional experience in Industryenvironment <br>11 Ability to engage with the client and run/leadworkshops <br>12 Excellent Facilitation and influencing skills | | Good to have <br>- Advanced Research Skills <br>-Content Design & Development Skills <br>- Experience in handlingLMS activities | | Experience | Must Have <br>1. A Deep Knowledge of the Business <br>2. The Ability to Measure and Assess Staff Training Needs <br>3.Strong Communication and Interpersonal skills <br>4. A Passion forContinuous Learning <br>5. Innovative Thinking <br>6. EmbraceEfficiency | | Good to have <br>Prior experience in similar role <br>ID Certification and Technical Skills | | Behavioral Skills and Attributes | Assertive Communication <br>Conflict Resolution Mindset <br>Able to balance work and life <br>Good Time Management <br>Self-improvement Mindset <br>Good Stress Management/Resilience <br>Patience |

• Able to create, customize & deliver formal presentations/training sessions to groups that achieves learning objectives for an update/refresher/upskill as per defined processes. Verbal communication is articulate, engaging and persuasive

• Maintain information for record keeping needs and ease of retrieval. Prepare daily training reports, completion reports, trackers and the like that are clear, informative to the reader, and accurate in content.

• Classroom management for every training or up training classes handled according to timeline and curriculum

• Coordinate training escalations real-time or as necessary

• Support any administrative tasks like trainee roster and scheduling (time management).

• Responds to emails or chats as per business needs (esp. when not handling any training classes/sessions) in a timely manner.

• Provide floor support for the all-new transition projects until projects get stabilized.

• Identifies agent/associate skill gaps on the floor and report it to the training manager for improvement plan initiatives. Based on availability, attends & participates in quality calibration calls.

• Comes up with initiatives and add value action items to reinforce & strengthen process knowledge to help improve on an identified focus performance metric/KPI.

• Support in managing of training needs requests, labs and reports.

• Coordinates with Operations and other support groups, as necessary for specific tasks or projects.

• Contributes to other projects/new program implementation if requested.

• Takes Inbound or Outbound calls as per business needs for any LOB (esp. when not handling any training classes/sessions)

• Takes emails and chat correspondence as per business needs for any LOB (esp. when not handling any training classes/sessions)

• Develop work relationship with Internal and External Clients

• Liaise with other functions/departments

• Provide feedbacks/inputs by clients and internal customers to enhance the efficiency of training

• Stay informed about subject matter or Client’s products/service. Use this knowledge to enhance effectiveness of training. Maintain current subject matter expertise.

• Keep oneself and ensures one’s team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems

• Ensure that all company information that includes customer information is confidential and secure.

• Graduate/Undergraduate of 2 years

• Overall 3+ years with 1+ year of training /facilitation experience

• Skill & Competencies Requirement

  • Fluent English communications skill both written and spoken
  • Good communication skills both interpersonal and intrapersonal
  • Exceptional process orientation & process adherence
  • Good understating of end-to-end U.S Healthcare billing
  • Minimum 24 months of training experience or an expert SME with 3 years of working U.S Healthcare Medical billing experience
  • Sound knowledge of Insurance is preferred
  • Excellent customer service skills – voice, chat and email
  • Working knowledge of quality concepts
  • Ability to handle multiple tasks simultaneously
  • Tech savvy with proficiency in MS office applications
  • Ability to audit and provide feedback to customer service consultant
  • Active listening and ability to coach
  • Analytical and problem solving skills
  • Willingness to work in different shift timings
  • A balance of being independent and a team player
  • Resilient - recovers quickly from setbacks
  • People leadership, management and influencing
  • A person with initiative who is motivated to do things and willing to get things done in a timely manner
  • Receptive to guidance, coaching, and feedback from Training Manager
  • Maintain high standards of professionalism and integrity at all times and abide by all regulatory requirements