Product Support & Training Specialist II

Exemption Status:

United States of America (Exempt)

$71,614 - $95,784 - $119,953

“Pay scale information is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any selected candidate or employee, which is always dependent on actual experience, education, qualifications, and other factors.  A full review of our comprehensive pay and benefits will be discussed at the offer stage with the selected candidate.”

This position is not eligible for Sponsorship.

MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team!

Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.

At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!

Job Description

Summary

The Product Support &Training Specialist II serves as an escalated product support resource to internal and external users and serves as ongoing contact for MedImpact’s self-service customers.  This position ensures the quality and accuracy of training programs, while striving to build new and inventive means for training delivery and comprehension. As a key member of the Business Solutions team, the Product Support & Training Specialist II  is a subject matter expert (SME) for the Claims Testing Platform (CTP) and ensuring all users are appropriately skilled and comfortable to navigate our tools effectively will be an operational SME for both the Enterprise Formulary System (EFS) and MedResponse3 (MR3).This person will work with leadership to promote alignment with strategic initiatives, as well as, identify needs for knowledge sharing which includes developing, implementing and communicating these strategic objectives.

Essential Duties and Responsibilities  

• Collaborates in the development, implementation and delivery of training programs by; regular participation in training development activities, certifying all courses taught, demonstrating a high level of quality methods and skills in training evaluations.  Revises and rewrites materials to reflect nuances or enhancements in internal processes.
• Partners with implementations and account management teams to ensure appropriate client engagement and comfort with business systems.
• Serves as the primary product support for all self-service customers of CTP
• Promotes efficient use of technology via creation of relevant documentation and making it accessible to employees via SharePoint communications, and training delivery;
• Gathers and analyzes data and makes recommendations to manage growth and change.  Use of technology via creation of relevant documentation and making it accessible to employees via intranet, TMS, communications, and training delivery; Collaborates with internal departments to improve business processes related to employee training and product support.
• Analyzes training needs, makes recommendations and develops training programs including skill development exercises, required training lessons, reliability testing, instructional materials, mentoring and technical coaching in order to improve workflow;
• Delivers training through a variety of presentation formats, including classroom, one on one, e-mail, unit meetings and demonstrations. Follow-up with internal and external department employees on maintenance training as needed.
• Meets with key corporate customers and follows-up independently to respond to training requests and help develop training materials.
• Assesses training needs for customers, makes recommendations and develops training programs including skill development exercises, required training lessons, reliability testing, instructional materials, mentoring and technical coaching in order to improve workflow; 
• Establishes learning objectives, identifies best practices and measures results.  Provides regular feedback and reports relative to training progress, roadblocks, and training materials.
• Encourages participation and open communication by providing regular reports of plans, progress and recommendations to department leadership.

• Develops and delivers corporate training programs as necessary. Assesses current and future operations training needs on an individual and departmental basis.  Establishes learning objectives, identifies best practices, and measures results. 

• Maintains a good understanding of Configuration, Operations, and Company’s strategic objectives associated with growth and retention to develop and implement internal training strategies.
• Works with Configuration Department, Operations leaders, and subject matter experts to assist in design of effective training. Investigates and deploys cost effective educational delivery mechanisms (e.g. e-learning and blended learning).
• Monitors training programs and manuals to ensure that they are effective and up-to-date.  Revises and rewrites materials to reflect nuances or enhancements in internal processes

• Other duties as assigned.

Supervisory Responsibilities

No supervisory responsibilities

                                   

Client Responsibilities

This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written).  One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

BS/BA and 5+ years’ experience or equivalent combination of education and experience, and 2 years' of SME in respective areas

Computer Skills

To perform this job successfully, an individual should have knowledge of Microsoft Office Suite Word Processing software. Ability to understand system functionality, experience with analyzing legacy systems for training purposes.  Ability to learn new software through hands-on process and experimentation

Certificates, Licenses, Registrations

Certified Technical Trainer (CTT+) certification preferred

Other Skills and Abilities

• Desired for the trainer to have a background with curriculum design skills in technical and operational areas Strong analytical, verbal and written communication skills. Strong technical Training skills abilities.

• Able to effectively communicate information, policies, and/or procedures in manner easily understood by the customer

Reasoning Ability                               

• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

Mathematical Skills    

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

• Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.  Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Language Skills

• Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. 

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Composure

Decision Quality

Organizational Agility

Problem Solving

Customer Focus

Drive for Results

Peer Relations

Time Management

Dealing with Ambiguity

Learning on the Fly

Political Savvy

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is regularly required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position may regularly be exposed to or encounter moving mechanical parts, high, precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, risk of electrical shock or vibration. The noise level in the work environment is usually moderate (examples: business office with computers and printers, light traffic).

Work Location

This position works on-site at the San Diego Headquarters or other company location (or from a remote location with management approval based on business requirements). Must provide adequate support to internal clients; be available for regular interactions and coordination of work with other employees, colleagues, clients, or vendors; as well as be available to facilitate effective decisions through collaboration with stakeholders.

Working Hours

This is an exempt level position requiring the incumbent to work the hours required to fully accomplish job responsibilities and reasonable meet deadlines for work deliverables. The individual must have the flexibility to work beyond traditional hours and be able to work nights, weekends or on holidays as required.  Work hours may be changed from time to time to meet the needs of the business.  Typical core business hours are Monday through Friday from 8:00am to 5:00pm.

Travel

This position requires domestic travel of up to 25% of the time. 

The Perks:

• Medical / Dental / Vision / Wellness Programs
• Paid Time Off / Company Paid Holidays
• Incentive Compensation
• 401K with Company match
• Life and Disability Insurance
• Tuition Reimbursement
• Employee Referral Bonus

To explore all that MedImpact has to offer, and the greatness you can bring to our teams, please submit your resume to www.medimpact.com/careers

MedImpact, is a privately-held pharmacy benefit manager (PBM) headquartered in San Diego,
California. Our solutions and services positively influence healthcare outcomes and expenditures, improving the position of our clients in the market. MedImpact offers high-value solutions to payers, providers and consumers of healthcare in the U.S. and foreign markets.

Equal Opportunity Employer, Male/Female/Disabilities/Veterans

OSHA/ADA:

To perform this job successfully, the successful candidate must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer:

The above
statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.