CRM Training Specialist - Remote
Posted on: June 23, 2022
OVERVIEW OF POSITION:Responsible for the new and ongoing
development, coordination, facilitation and delivery of department
training programs for the Patient Support Center (PSC) to
individuals, small and large groups. Acts as an extension of the
Education & Development department within the Patient Support
Will spearhead trainig for a new Customer Relationship Management
(CRM) tool and work in collaboration with IT and business. Drive
change management to ensure success adoption of new technology by
- Acts as a liaison in coordinating the education and development
training needs/courses of department staff.
- Trains new and existing Patient Support Center Representatives
and Nurses on CSM, workflows, departmental procedures, resource
center. Provides ongoing training to existing staff.
- Designs and develops training documentation, manuals and
training performance evaluations. Maintains and updates all
training documentation including scripting, policies and procedures
- Conducts "train-the-trainer" and mentor programs.
- Trains staff on scripting utilization.
- Reinforces productivity and process measures.
- Performs periodic competency testing and/or skills assessments
of department staff and participates in the performance evaluation
- Receives and evaluates feedback to identify training
opportunities and ongoing improvements to departmental
- Participates in departmental and organizational committees as
- Develops policies and procedures for new CRM processes to match
- Uses, protects, and discloses Optum patients' protected health
information (PHI) only in accordance with Health Insurance
Portability and Accountability Act (HIPAA) standards.
- Performs additional duties as assigned.
EDUCATION:High school degree/GED (preferred) or equivalent
experience. Bachelor's degree preferred.
EXPERIENCE: Minimum: Over 1 year and up to and including 3 years of
experience in classroom facilitation with groups of 10-15,
conducting needs assessments and evaluation training programs and
materials.Required: Call center experience.Required: Over 3 years
and up to and including 5 years of experience.Required: Experience
in customer service training.Required: Experience with blended
learning styles.Required: Experience in software/applications
support or training environmentRequired: Experience with a Customer
Relationship Management (CRM) training development and delivery,
especially Salesforce.Preferred: Management training
experience.Preferred: 1 or more years experience in a healthcare
KNOWLEDGE, SKILLS, ABILITIES:Computer literate.Proficient in
Microsoft Office applications (Word, Excel).Excellent verbal and
written communication skills.Ability to transfer knowledge to
clients with diverse cultural backgrounds, educational experiences
and learning styles.Ability to present information formally and
informally to educationally diverse groups.Ability to learn
quickly, multi-task and work in a fast-paced environment.Ability to
multi-task.Detail-oriented.Knowledge of medical terminology
UnitedHealth Group requires all new hires and employees to report
their COVID-19 vaccination status.
Full COVID-19 vaccination is an essential requirement of this role.
UnitedHealth Group will adhere to all federal, state and local
regulations as well as all client requirements and will obtain
necessary proof of vaccination prior to employment to ensure
compliance. Careers with Optum. Here's the idea. We built an entire
organization around one giant objective; make health care work
better for everyone. Optum, part of the UnitedHealth Group family
of businesses, brings together some of the greatest minds and most
advanced ideas on where health care has to go in order to reach its
fullest potential. For you, that means working on high performance
teams against sophisticated challenges that matter. Here you'll
find incredible ideas in one incredible company and a singular
opportunity to do your life's best work.(SM)
Diversity creates a healthier atmosphere: Optum and its affiliated
medical practices are Equal Employment Opportunity/Affirmative
Action employers and all qualified applicants will receive
consideration for employment without regard to race, color,
religion, sex, age, national origin, protected veteran status,
disability status, sexual orientation, gender identity or
expression, marital status, genetic information, or any other
characteristic protected by law. Optum and its affiliated medical
practices is a drug-free workplace. Candidates are required to pass
a drug test before beginning employment.
Keywords: Optum, Garland , CRM Training Specialist - Remote, Other , Garland, Texas
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