Feb 22, 2020
Job Description The Sr. Trainer, functions as a lead facilitator and subject matter expert in Patient Services, ensuring that that all frontline new hires as well as existing agent are taught the skills they need to be successful in their roles. The Sr. Trainer is responsible for facilitating interactive functional, technical and skill based trainings to meet the needs of employees within Patient Services. In additional, the Sr. Trainer provides training and guidance on departmental culture and norms and is critical in setting new hires up for success as well as provide ongoing support for existing employees. The Sr. Trainer works closely with the Instructional Designer and business partners to align learning priorities with expected business outcomes, identify learning needs, to implement scalable interventions that engage the learner, and track associated performance metrics for assigned training programs. Reporting to the Training Supervisor/Manager, Patient Services, this position plays a key role in onboarding new employees and operationalizing critical business processes, providing clear, accurate direction to existing employees as well as communicating out on the performance of the trainees to Operations Leadership. This position will drive collaboration within internal PS functions to ensure alignment of training objectives, approach and process accuracy. This position will regularly interact and collaborate with cross-functional teams in Patient Services and other departments including IT, HR and Global Learning to align training initiatives and support results across Biogen. Key Responsibilities *Act as the lead facilitator for multi-day training, applying adult learning methodologies, varying training delivery methods to ensure continued engagement and effectiveness *Act as a subject matter expertise during training delivery on to complex topics and tailor to the audience who may have a range of needs/abilities (subject matter expertise on products, systems, processes, skills, compliance considerations, customer experience needs, etc). Ensure subject matter expertise is maintained by consistently participating in functional meetings, deskside observations with PS frontline teams, monitoring Quality calls *Facilitate interactive customer service, technical, and product training for Patient Service Representatives and vendors. Responsible for assessing the training impact and communicating outcomes of the assigned learning programs to the project lead and Training Supervisor. *In addition to training deliver, works on a broad range of assignments, working cross-functionally with Program Leads and Operations Leadership, to support business improvements, discuss, call monitoring and content updates ensuring accuracy *Maintain, update and improve training content applying design techniques and best practices *Regularly review internal and external training resources to stay current on best practices and methodologies for training/learning. *Mentor junior staff or frontline team members that partner with the Training team. Assist with onboarding new members to the Patient Services Learning team. *Partner with Sr. Training team members and/or Supervisor to provide updates and support project management of learning programs. *Support performance assessment and coaching including new hire management, call monitoring, assessing learning of existing agents, role plays/certification, et *Facilitate professional development topics for Patient Services as assigned. *Support Internal Operations leadership to meet Divisional objectives. Qualifications *3-5 years of adult classroom facilitation experience in a corporate setting, with a clear understanding of adult learning principles and current training methods *Experience working on a training team that requires management of multiple training programs, preferable in a large customer service environment *Experience in facilitating leadership and professional development topics *Strong facilitation, communication, and interpersonal skills *Strong organizational, planning, problem solving, and prioritization skills *Previous experience with instructional design and knowledge of e-learning tools (ex: Articulate,) preferred *Project Management and data analysis experience preferred *Proficiency with MS Office products *Prior related industry experience is highly preferred Education Bachelor's Degree required, advanced degree preferred Additional Information All your information will be kept confidential according to EEO guidelines.
Professional Diversity Network
Research Triangle Park, Durham, NC, USA