Course Developer / Trainer

Who We Are:

SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.

We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:

• Integrity: Always operate with honesty and transparency so we earn the trust of our clients.
• Courage: Demonstrate the courage needed to take on a broken industry and continuously improve what we offer to optimize health outcomes.
• Together: Foster a collaborative and inclusive environment that values teamwork, respect, and open communication, and encourages creativity and diversity of thought.

Job Summary:

SmithRx is on the lookout for a creative and innovative Course Developer / Trainer to lead and design impactful training programs tailored specifically for our Customer Service teams. As a key individual contributor within the People Team, you will report directly to the Director of Learning & Development and focus on delivering exceptional training to our client groups within the call center and patient advocate teams. This role is crucial in facilitating New Hire Training, cross-training, product or refresher training, and continuous education based on evolving business needs. If you have a knack for crafting and facilitating engaging training experiences, we're eager to connect with you!

What you will do:

Training Development

• Conduct a comprehensive training needs assessment across the department to identify skill gaps and learning requirements.
• Design and/or enhance a comprehensive training curriculum tailored to the needs of the Member Services team, including systems use, workflows, protocols, organizational policies, best practices, and interpersonal skills.
• Establish clear training objectives and ensure that learning plans meet performance and educational goals.
• Develop and continuously update training materials such as Google slide presentations, videos, handouts, scenarios, and exercises for both in-class and remote learning environments.
• Select appropriate training methods or activities (e.g., simulations, mentoring, on-the-job training, nesting, shadowing).

Training Delivery

• Facilitate welcoming and engaging 2-3 week new hire training sessions, demonstrating skill at both in-person and virtual delivery in Zoom.
• Become a subject matter expert for our MSS content and Connect programs, ensuring the delivery of high-quality training and content.
• Trigger weekly assessments and surveys and provide detailed reports on trainee performance to management and suggest necessary adjustments or reinforcements based on feedback.

Program Management

• • Partner with leadership, call center QA and operations teams, and knowledge/content management to ensure smooth support for our new hires and those completing continuing education.
  • Partner to identify knowledge base updates and to complete knowledge base updates to stay current with business needs.
  • Complete typical pre-class and post-class administrative tasks.
  • Regularly assess the instructional effectiveness and the impact of training on employee skills and key performance indicators (KPIs), using data to drive content, process, activity, and resource enhancements.

What you will bring to SmithRx:

• Associate degree required, a bachelor's degree in a relevant field (e.g., HR, Education, Organizational Development, or Industrial-Organizational Psychology) is preferred.
• At least 6-8 years of experience in delivering training within large, blended classroom settings. Prior experience in health care, PBM, or information technology industries preferred. 2 years of experience in support services or call center environments is required.
• Experience thriving in and a preference for fast-paced and agile work environments.
• Demonstrable skills in designing and implementing training programs grounded in adult learning principles. You should be adept at developing creative and captivating methods to present material and maintain engagement.
• The ability to teach new hire training in-office for 2-3 weeks. On weeks when you are not facilitating, there will be the flexibility to work both from the office and from home.
• A strong empathetic approach to facilitation, with the ability to understand and address the needs of learners, especially new hires, ensuring that support is patient and not overwhelming.
• Advanced capabilities in both written and oral communication are essential. You must be able to clearly convey complex training content, respond to questions effectively, and confirm comprehension among participants.
• Strong abilities in organization and problem-solving are critical for this role, helping you manage multiple priorities effectively.
• Fluency in using Google Suite

What SmithRx Offers You:

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
• Flexible Spending Benefits
• 401(k) Retirement Savings Program
• Short-term and long-term disability
• Discretionary Paid Time Off
• 12 Paid Holidays
• Wellness Benefits
• Commuter Benefits
• Paid Parental Leave benefits
• Employee Assistance Program (EAP)
• Well-stocked kitchen in office locations
• Professional development and training opportunities