Trainer I (Remote)

Requirements

Description & Requirements

Maximus is looking for a Remote Program trainer. The Trainer will learn and execute the training for the TRICARE program staff, ensure staff maintain competency and deliver superior customer service in support of the platform, provide technical expertise and training on all alternate digital platforms needed to perform their job.

This program is operational Monday-Friday 8am-6pm local time across multiple time zones to include local time in Hawaii. Must have the flexibility to work a shift that covers multiple time zones. Must be available to work on Veterans Day.

This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers. Using a patient-centric approach, the team will assist callers to navigate and answer the TRICARE program benefit questions, update the beneficiary demographics in the government system, perform enrollments into the TRICARE program, change the Primary Care provider for the beneficiary and/or family and assist with claim questions. To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.

Essential Duties and Responsibilities:

• Support the design, development, and distribution of training programs and materials.
• Conduct, plan, and coordinate training to a variety of audiences.
• Coordinate logistics for instruction events, including scheduling classes, reserving classrooms, and preparing workstations.
• Determine resource readiness for courses, including materials, training room, technology, and collection and entry of training data.
• Maintain records of training activities, participant progress, and program effectiveness.
• Provide production floor support and answer questions.
  
  

Minimum Requirements

• High School diploma or equivalent required; Bachelor’s degree preferred.
• 3 years of leadership and/or training experience required.
• May have additional training or education in area of specialization.
• Participate in the Train-the-Trainer sessions delivered by the client to gain thorough knowledge of the TRICARE Program
• Meet minimum standards through testing and skill demonstration prior to conducting CSR training
• Identify and escalate any training gaps to the training supervisor
• Conduct mini refresher training sessions when error trends are identified
• Provide additional training (small group or one-to-one), mentoring and coaching to new and existing personnel who need additional help in increasing production and/or quality standards
• Identify performance issues, provide corrective action, and suggest termination for staff not meeting performance criteria in the training class
• Supervise and report on progress of trainees and during training period and nesting
• Provide follow-up coaching about job performance and quality assurance to new employees after training, as needed
• Show success in a training or classroom setting sensitively dealing with various learning styles
• Conduct Supervisor and Leadership classes for managers, supervisors, and support personnel and ensure all have knowledge of any operational changes
• Take calls and act as roaming Supervisor during All-Hands situations
• Required to work hours outside of normal business hours when needed, to meet training or program needs
• Remain current with program requirements
• Follows SOPs (Standard Operating Procedures) for the training component of the program
• Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules
  
  

Experience:

• Highly proficient in Microsoft Excel and PowerPoint
• Intermediate knowledge of pertinent medical terminology
• Knowledge of government health care programs preferred
  
  

Skills:

• Strong interpersonal skills with the ability to build relationships at all levels
• Proactive, self-starter and the ability to work well in a team environment with enthusiasm about training and employee development
• Detail-oriented with good organizational skills and capable of effectively prioritizing and multi-tasking
• Advanced written and oral communication skills with excellent presentation and public speaking skills.
• Advanced reading and comprehension abilities
• Advanced analytical and creative thinking skills
• Experience working remotely and as part of a team including using Microsoft Office Suite, Teams, Zoom, SharePoint, and other digital tools
  
  

Education:

• Bachelor’s degree in education or a related field required, or equivalent combination of education, and/or 3+ years of leadership and/or training experience working in a contact center in lieu of degree
  
  

Remote Work Requirements:

• HIPPA compliant workspace--Private and Secure workspace away from others, noise and distractions
• Reliable high-speed internet-Ethernet/hard wired Connection (no WiFI or Hotspots)
• I nternet download speed of 25mbps and 5mbps (10 preferred) upload or higher required (you can test this by going to www,speedtest.net)
  
  

Minimum Requirements:

• Ability to obtain US Security Clearance
• Per Client Requirements must be a US Citizen
• Flexibility of work schedule to meet the team's training needs, including working holidays as specified in the task order
  
  

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.