Zimmerman Associates, Inc. (ZAI) is currently seeking to hire a Training Assistant to support a government contract bid in the Bethesda, MD area. This is an onsite employment opportunity. However, consideration will be provided for teleworking upon customer's approval.
ROLE AND RESPONSIBILITIES:
The Training Assistant will provide support to the Data Analyst/Lead Trainer with new hire training for Call Center Agents
QUALIFICATIONS/SKILLS AND EXPERIENCE:
- Associate degree or a minimum of 2 years’ experience in a medical environment and any combination of academic education, professional training, or work experience, which demonstrates the ability to perform the duties of the position working in a Military Health System (MHS) Referral Management (RM) or Call Center.
- U.S Citizenship required as well as ability to obtain a Public Trust Clearance.
- Encourages operational efficiency and effectiveness.
- Adaptability skills to respond quickly to changing ideas, expectations trends, strategies, and other processes in the workplace environment.
- Demonstrated leadership skills, including ability to motivate team, delegate responsibilities, listen to feedback and solve problems in an ever-changing workplace.
- Strong analytical and abstract reasoning skills.
- Demonstrated experience using MHS Genesis Revenue Cycle appointing software, IVR, ACD and AVAYA systems
- Strong familiarity with and understanding of - GENESIS, TRICARE Region 1 Policies, and Department of Defense Health Affairs guidance.
- Knowledge of medical terminology and information, military computer systems, and automated analytical tools and software.
- Knowledge of Microsoft Suite of Products, including Word, Excel, PowerPoint, Access, Outlook (email), and the Internet is required.
- Effective communication and people skills.
ESSENTIAL TASKS:
- Assist with training and development strategy based on monitoring observations, changes to standards, policies, and procedures.
- Ensure all Call Center Agent goals and objectives are properly prepared to coincide with the Call Center Agent’s monthly review.
- Assist Lead Trainer in completing all monthly Call Center Agent reviews in conjunction with the Call Center Team Leads and Appointing Floor Supervisory Team by the 15th of the month following the review.
- Assist Lead Trainer with coordinating training to account for staff that miss attending the weekly training sessions to ensure all personnel receive adequate training on all topics.
- Based on forecasting and scheduling data, provide weekly adherence and occupancy reports, so as to identify efficiencies to be gained through process changes and/or performance coaching.
- Monitor desktop applications for IRMAC staff members to ensure proper usage.
- Assist Lead Trainer with conducting Desktop Analytics training for Call Center Team Leads. This training will include Application Analysis reports and Live Monitoring.
- Categorize desktop application data for report organization and analysis.
- Establish email alerts or pop-up messages (which will appear in pop-up windows on the recipients’ computer screens) to advise recipients of key events occurring in the web application.
- Communicate via automation, i.e., current email system/MS Outlook.
- Maintain patient information/record in a database, in accordance with prescribed TRICARE Business Rules and regulations.
- Assist with training and be capable and prepared to facilitate training if the Lead Trainer is unavailable.
- Assist the Lead Trainer in providing statistical summaries and working with teams to develop effective measures/metrics for monitoring and tracking of Business Plan performance.
- Ability to answer calls and assist as necessary.
- Design, prepare, organize, and program (to include edit, debug, download, modify and maintain) non-routine and ad hoc data queries from standard MHS databases that specifically include: MHS- GENESIS, M2, ADM, MEPRS, EASIV, MedBase, SIDR, and DEERS, and any other system DHN introduces for completion of work.
- Perform data management studies that include data coding, mapping, data presentation and file conversion.
- Provide statistical summaries and work with Teams to develop effective measures/metrics for monitoring and tracking of Business Plan performance.
ZAI is an equal opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, veteran status or any other legally protected status.
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