Trainer, Patient Support Services

Trainer, Patient Support Services

This Trainer role is aligned with IQVIA's Centralize Outsourcing Operations Hub (COOH) team supporting Patient Support Services in a call center environment. In this Trainer role, you will be responsible for the design, development, coordination, and delivery of learning programs primarily for:

• 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. The Trainer needs to demonstrate the ability to work collaboratively with cross-functional partners to ensure the delivery of business results.

Patient Support Services Training - Responsibilities

• Responsible for the design, development, and delivery of compliant program specific training, as well as foundational and advanced customer engagement skills training
• 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 not limited to, the following: agenda creation and revisions, new hire on-boarding, training communications, compilation/creation of primary slide decks and systems training user guides, coordination of presenters for live and virtual training events, development of workshops, and on-going refresh/reinforcement training activities
• Consults and collaborates with Patient Support Services Leadership, Regulatory, and other partners to identify training needs/gaps and design and deliver training that enhances call center effectiveness

Qualifications (Required)

• Bachelor's degree from an accredited College/University or equivalent experience
• 2-years or more experience in training, education, or equivalent experience required
• Experience in pharmacy operations/claims processing or equivalent experience required
• Experience managing benefit investigation and coverage eligibility, along with completing prior authorizations required
• Call Center experience required
• The 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
• A strong understanding of technological resources; examples include Outlook, Word, PowerPoint, and Excel

Preferred Qualifications

• Medical Billing and Coding Certification preferred
• Field Reimbursement experience preferred
• Excellent interpersonal, project management and organizational skills
• Solid foundation in virtual engagement platforms (e.g. MS Teams, Zoom)
• Excellent presentation/facilitation skills (virtual and live)
• Excellent coaching and counseling skills (virtual and live live)
• Excellent problem solving and critical thinking skills
• Initiative-taking and positive approach to providing solutions
• Ability to operate independently and to make informed decisions
• Excellent verbal and written communication skills
• Strong attention to detail
• High degree of discretion and confidentiality
• Ability to work within a matrix team environment
• Ability to establish and maintain effective working relationships with co-workers, managers, and clients
• Strong working knowledge of Situational Leadership, Emotional Intelligence and DiSC (desired)

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

The potential base pay range for this role, when annualized, is $53,800.00 - $134,500.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.