Trainer, Patient Support Services; Per Diem

Responsibilities

This per diem Trainer role is aligned with IQVIA’s Centralized Outsourcing Operations Hub (COOH) team supporting Patient Support Services in a call center environment. In this project-based, per diem Trainer role, you will be primarily responsible for the delivery of training and content development as appropriate for the following roles on an as‑needed basis determined by project needs:

• Care Managers – responsible for contacting insurance companies to obtain correct eligibility information, perform benefit investigations, copay assistance and check prior authorization and/or appeal status.
• Pharmacy Support – responsible for receiving medical claims from HCPs or patients and vetting the claim against program‑specific business rules to determine if the claim should be paid or rejected.

With limited guidance, this role will provide expertise to support general and program‑specific training initiatives as assigned. The Trainer needs to demonstrate the ability to work collaboratively with cross‑functional partners to ensure the delivery of business results.

• Responsible for the delivery of compliant role and program‑specific training, as well as foundational and advanced customer engagement skills training. May also include content development as appropriate based on project assignments.
• Function as a subject matter expert for patient support services and deliver on all aspects of training (home study, live, and virtual) programs leveraging adult‑leaning principles in a compliant manner. Responsibilities include, but are not limited to, agenda creation and revisions, new‑hire onboarding, training communications, compilation/creation of primary slide decks and system training user guides, coordination of presenters for live and virtual training events, development of workshops, and ongoing refresh/reinforcement training activities.
• Consult and collaborate with Patient Support Services Leadership, Regulatory, and other partners to identify training needs/gaps and design and deliver training that enhances call center effectiveness.

• Bachelor’s degree from an accredited college/university or equivalent experience.
• 2+ years of training and education experience in the pharmaceutical or medical device industry, or equivalent.
• Experience in pharmacy operations/claims processing or equivalent experience.
• Experience managing benefit investigation and coverage eligibility, along with completing prior authorizations.
• Call center experience.
• Ability to collaborate effectively with internal partners to identify commonalities, use resources, and achieve goals.
• Demonstrated drive and initiative to identify and deliver on initiatives with limited direction.
• Strong understanding of technological resources such as Outlook, Word, PowerPoint, and Excel.
• Private workspace free of distraction to adhere to HIPAA compliance/guidelines. Workspace must include internet plug‑in accessibility.

• Medical Billing and Coding Certification preferred.
• Field Reimbursement experience preferred.

• Ability to collaborate effectively with cross‑functional partners in a matrix team environment.
• Excellent interpersonal, project management, and organizational skills.
• Strong foundation in virtual engagement platforms (e.g. MS Teams).
• Excellent presentation/facilitation skills (virtual and live).
• Excellent coaching and counseling skills (virtual and live).
• Excellent problem‑solving and critical‑thinking skills.
• Initiative‑taking and positive approach to providing solutions.
• Ability to operate independently and make informed decisions.
• Excellent verbal and written communication skills.
• Strong attention to detail.
• High degree of discretion and confidentiality.
• Ability to establish and maintain effective working relationships with co‑workers, managers, and clients.
• Ability to stand for long periods of time, bend, kneel, and lift equipment up to 50 pounds.
• Ability to travel: 20%.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We…