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The Training Operations Manager plays a critical role in overseeing a high performing training program. This role will monitor and oversee program activities to ensure compliance with all operating procedures, create and oversee training for program, execute random and scheduled internal training audits, facilitate various strategic initiatives, and evaluate ongoing effectiveness for projects and programs within PSC. The role will oversee the training programs, review program performance, and will work closely with Account Director(s), Program Manager(s) and Operations Supervisors to identify trends to achieve high quality predictable results and optimal outcomes. This role will be responsible for management of the training specialist team. As needed the role will create coaching and training materials for initiatives for the project. The Training Operations Manager will play a critical role in the development, management and implementation of new hire training, continuing education initiatives and other training requirements of the program working closely with project leadership. This role will also be responsible, along with project leadership for managing ad-hoc projects, resource creation and training to enhance accuracy, productivity, and overall performance of the project. This role will serve as the subject matter expert for training documentation management upkeep and continuous project improvements in direct collaboration with project leadership and external departments.

Responsibilities:

• Oversee training teams to set program expectations related to delivering excellent customer service.

• Monitor compliance within the program BRDs, Work Instructions, Call Guides, completion time, and ensure adherence to training expectations.

• Oversee the creation of new work instructions, job aids or other materials for program operations

• Review, analyze, and follow-up on team processes to ensure all actions and tasks are compliant with program BRDs, Work Instructions and update as appropriate. Make recommendations to accomplish activities with the utmost efficiency.

• In collaboration with the program leadership team, assist in the development and delivery of onboarding, training, initial certification and maintaining records of annual trainings and recertification, including but not limited to, Adverse Event, Motivational Interviewing, updates and revisions to business, regulatory and compliance rules, and any operational changes related to program quality monitoring.

• Partner and collaborate with external departments as part of PSC, including Compliance, Learning and Development, Analytics, HR, IT, etc to support quality and training program needs.

• Provide timely coaching and assess future training needs to ensure teams meet established manufacturer metrics.

• Responsible for identifying and monitoring trends from call monitoring and recommending training initiatives when necessary.

• Meet with internal and external audiences to identify and problem solve Training issues.

• Independently manage and prioritize multiple project work streams to meet deadlines.

• Lead and participate in additional Training, Leadership Development or Special projects as needed.

• Support initiatives of internal and external groups (such as Learning and Development, Compliance, manufacturer leadership) as a program operations expert for continued development of enhanced training programs to support operations

• Provide guidance and mentorship to program team to ensure quality standards are met and needs of training programs are being met

Additional projects and activities as assigned

Qualifications

Required Qualifications:

• Bachelor's Degree in a relevant field

• 4 + years' experience in healthcare management setting

• Prior experience in pharmacy, HUB service provider, or the healthcare industry, pertaining to training initiatives

• Previous creation and delivery of training material experience

• Strong attention to detail is a must

• High level of independent judgement, individual initiative, and time management skills

• Ability to communicate effectively in a manner that is clear, logical, and consistent verbally and in writing

• Ability to manage multiple projects simultaneously

• Ability to manage deliverables in a fast-paced environment

• Proven ability to extract potential action items from data reports and trend success after implementation

• Proficient in Microsoft Office (Word, Power Point, Excel)

• Experience with public speaking, providing presentations

Preferred Qualifications:

• Experience documenting standard operating procedures, documenting program requirements, creating training materials and working directly with cross-functional teams

• Ability to resolve simple and/or complex analytical problems

• Ability to present statistical and technical data in a clear and understandable manner

• Ability to train and onboard team members through new processes or projects

• Understanding of adult learning strategies

Work Environment

This job operates in a professional office environment and teleworking from the employee's home address listed in their employment file. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. When telecommuting employees must have reliable internet access in order to access required systems and software associated with the position's responsibilities. The amount of time the employee is expected to work per day or pay period will not change as a result of participation in the teleworking program. Employees are responsible for the set-up of their home office environment, including physical set-up, internet connection, phone line, electricity, good lighting, comfortable temperature, furniture, etc. Employee's teleworking space should be separate and distinct from their "home space" and allow for privacy. PSC expects employees teleworking to be as efficient and professional as if they were in the office. The amount of time spent in office or teleworking is contingent upon the needs/priorities of PSC and will vary based on those needs/priorities.

Physical Demands
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential function of the job.