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

We're Maxor and we're building a different kind of pharmacy company. We're transforming the pharmacy industry to create healthier lives through purposeful engagement across Pharmacy Benefit Management, Pharmacy Management, Specialty Pharmacy, 340B, Rebate and Formulary Management, and Pharmacies. We put people first and are committed to providing outstanding service across all aspects of our business. We believe there's a better way to deliver pharmacy and healthcare services to people across the country, and we'd love for you to help us do it.

 

Our Locations

The Maxor workforce brings robust experience, diverse perspectives and passion from over 1,000 employees working all over the US in pharmacies, hospitals, home offices, or corporate offices. This is a remote, home-based role.

 

Responsibilities

• Promptly report any allegations of impropriety to the Compliance Department.
• Comply with Maxor’s Ethical Business Conduct policy and Maxor’s Compliance Program.
• Remain free from exclusion under the OIG and SAMS Medicare/Medicaid lists.
• Complete required training, as assigned, within the established timeframes.
• Must be able to cope with the mental and emotional stress of the position.
• 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:

·       

o   Virtual training program for off-site or at home employees

o   A mock or controlled training environment

o   Self-directed training

o   Comprehension testing

o   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.
• Maintain regular attendance in accordance with established policies.
• Perform other job-related duties as assigned.

Qualifications

Education:                              High School Diploma, GED or equivalent

 

Experience:    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.      A wide degree of creativity and autonomy is expected.

 

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.

WHY MAXOR?

Did you know that patients see their pharmacist an average of 12 times a year? Pharmacy is at the heart of healthcare. Come join Maxor and make a direct impact on patients’ lives. Improve your own wellbeing with our robust benefits and flexible work environment. At Maxor, you have a career with limitless possibilities and the charge to make a difference. A company of 1,000 diverse people and almost 100 years of pharmacy experience, we offer the stability of a Fortune 500 company with the energy and innovation of a startup. We provide services and technology that fuel the entire pharmacy ecosystem, but we are more than pharmacy services. We enable pharmacy care.

 

WE OFFER: A diverse, progressive culture that supports a work from home model, a “dress for your day” attire when working onsite, and a collaborative, team oriented environment. Our industry leading compensation and health benefits include:

·        Comprehensive mental health and wellbeing resources

·        Nationwide Blue Cross Blue Shield PPO with employee friendly plan design, including $850 individual annual medical deductible, $25 office visit copays, Low biweekly premiums

·        Company paid basic life/AD&D, Short-term and Long-term disability insurance

·        Rx, dental, vision, short-term disability, and FSA

·        Employer-matched 401k Plan

·        Industry leading PTO plan

·        And MORE!

Apply Here