Lead Medication Adherence Specialist- Training

Role Description

The Lead Medication Adherence Specialist role is a dual role. The Lead is responsible for assessing the quality of the performance of their MAD Medication Adherence Specialists (MAS) team members. This role has Trainer responsibilities such as assisting in developing, creating, and implementing MAD processes and procedures as well as making recommendations for enhancements to all training materials as needed. The role includes monitoring inbound and outbound calls, along with documentation, to assess a MAS team member's demonstration of Oaky Way service behaviors, technical accuracy, patient service performance, and conformity to company policies, and workflows.

Core Responsibilities

Design, develop, and deliver learning solutions for MAD team members utilizing sound instructional design principles.

Design and develop learning curricula, programs, and course formats, including instructor-led training sessions, virtual programs, video content, and interactive eLearning activities.

Work with SME to identify learning objectives, document key learning concepts and translate them into multifaceted instructional material.

Maintain MAD learning solutions (including all SOP's and training documents), ensuring that they are up to date and accurate.

Facilitate and present training programs virtually and in person as required.

Ensure new hires complete all required training courses in a timely manner.

Conduct assessments to determine readiness for role and identifying learning objectives are met.

Act as a main point of contact for all MAD training.

Build and maintain MAD department SOP library.

Continuously monitor training processes and procedures to improve MAD operations

Perform call and documentation monitoring and provide feedback on performance to the leadership team.

Develop, create, and implement MAD quality processes and procedures.

Monitor and report trend data to the necessary parties.

Investigate issues, taking proactive measures to correct concerns.

Identify and resolve workflow and production issues.

Partner with various departments to minimize repeat errors.

Participate in call calibration sessions to understand and identify patient service expectations.

Other duties as assigned

What are we looking for?

High school diploma or equivalent required; Undergraduate degree preferred

Active Pharmacy Technician license

Certified Pharmacy Technician (CPhT) certification required

3+ years of Pharmacy Technician experience

2+ years of patient service experience in a call center environment

Supervisory background a plus

Proficient with technology, software applications, and phone systems

Exceptional verbal and written communication skills

Demonstrated ability to meet and / or exceed determined performance goals

Strong working knowledge of MS Office and Google documents / spreadsheets

Spanish speakers preferred, but not required

US work authorization

Someone who embodies being 'Oaky'