CloudRx Pharmacy Hub ยท 1 day ago
Training and Development Manager
Dallas, TX
Full-time
Onsite
Senior Level
5+ years expCloud Rx is a pharmacy hub dedicated to delivering exceptional patient and client service. The Training & Development Manager is responsible for designing, implementing, and evaluating training programs while overseeing call quality monitoring and operational audits to enhance team performance and customer satisfaction.
Health CareMedicalPharmaceutical
Hiring Manager
Robyn Rider, SHRM-CP
Responsibilities
Design, deliver, and maintain comprehensive training programs for new hires and existing team members, with emphasis on call handling, customer service, compliance, leadership and operational workflows
Monitor call performance and service delivery standards, providing targeted feedback and coaching to ensure consistency and excellence
Conduct periodic audits of operational processes to ensure adherence to company policies, identify inefficiencies, and drive corrective actions
Oversee survey administration and reporting. Analyze results, identify trends, and collaborate with leaders to improve patient and client satisfaction
Prepare reports on training progress, call quality, audit outcomes, and satisfaction metrics. Use data insights to refine programs and inform business decisions
Partner with HR, IT, Operations, and other departments to align training initiatives and quality programs with company objectives
Continuously evaluate training materials, tools, and delivery methods to ensure relevance, accuracy, and effectiveness. Recommend and implement improvements to enhance overall team performance
Work with supervisors and team leads to address performance gaps, ensure consistent application of policies, and strengthen overall service delivery
Qualification
Required
Bachelor's degree in Business, Healthcare Administration, or a related field
5+ years of experience in training, quality assurance, or customer service roles, with at least 2 years in a leadership or management capacity
Demonstrated ability to manage multiple projects and priorities in a fast-paced setting
Excellent verbal and written communication skills
Proficiency in training tools, LMS platforms, and reporting systems
Strong organizational and problem-solving skills with attention to accuracy and compliance
Preferred
Experience in a healthcare or pharmacy environment
Training Design & Facilitation: Experience creating engaging training content and leading effective learning sessions
Quality Management: Proficient in evaluating call performance, customer interactions, and service quality standards
Data Analysis: Skilled in interpreting NPS, PSAT, and operational metrics to drive actionable insights
Operational Understanding: Familiarity with pharmacy operations, patient interaction standards, and compliance expectations
Strong communication and presentation skills
Proven leadership and coaching abilities
Analytical mindset with attention to detail and accuracy
Collaborative approach with cross-department coordination
Passion for professional development and continuous improvement
Company
CloudRx Pharmacy Hub
CloudRx is a specialty pharmacy hub service. We navigate the prescription insurance process on behalf of patients, providers and clinics.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Neal Shah
CFO
Company data provided by crunchbase