Patrick Talbott Email & Phone Number

Miami, Florida, United States

Miami, Florida, United States

New Jersey, United States

Worked as a Training Manager to assist with revamping and improving the Pharmacy Benefit Program training program. Areas of Focus included:* Process Improvement* Change Management* LMS Development* Video Creation and Editing* Curriculum Development* Process Standardization

Edison, New Jersey, United States

• Functioned as a subject matter expert on HealthEC’s Population Health platform, providing training and education on analytics and care management to HealthEC employees and clients. Met with clients to determine and.
• Facilitated client facing sales demos;
• Demonstrated expert level functional knowledge of all HealthEC general and specialized software modules;
• Developed supporting training materials including job aids, custom training material, custom training agendas, PowerPoint presentations, computer-based training modules, or other supporting documents to ensure the.
• Prepared training documentation and provided education on new modules or improvements in the HealthEC population health applications or functionality;
• Designed and developed education programs using classroom, virtual classroom, eLearning, and other modalities;

East Provide

• Training, Quality, and Operations Manager – Rhode Island Contact Center Project 2016-2019Responsible for Project Management oversight, development, and implementation of all Project business processes, staffing.
• Managed and mentored a staff of 5-8 supervisors managing teams of approximately 22 employees each;
• Wrote and delivered quarterly and annual reviews for supervisors;
• Developed, implemented, and maintained a Workforce Management system that maximized operational efficiency;
• Developed, implemented, and maintained a Computer Based Training program that led to increased content retention while reducing training costs;
• Developed, implemented, and maintained a comprehensive Customer Service Quality Assurance Program;

East Providence, Rhode Island, United States

• Responsible for assisting the Project Management team in the oversight, development, and implementation of all Project training (i.e., Contact Center Unit). Accomplishments include but are not limited to:
• Assisted with the initial new hire training of over 50 Customer Service Representative staff;
• Assisted with the development of the Initial Training Curriculum and Project’s training modules;
• Assisted the staff with enhancing their proficiencies in using all Project databases (i.e., HealthTrack, UHIP, etc.);
• Trained CSRs on effective ways (through scripting) to reduce customer escalations;
• Conducted Project-related trainings on HIPAA compliance;

Nash

• Responsible for assisting the Project Management team in the oversight, development, and implementation of all Project training (i.e., Service Center and Document Processing Units). Accomplishments include but are not.
• Assisted with the initial new hire training of over 100 Member Representative and Document Processing staff;
• Assisted the staff with enhancing their proficiencies in using all Project databases (i.e., HealthTrack, TEAMS, InterChange, etc.);
• Met regularly with the Project management team to provide reports on the staff’s progress and assess the readiness of the staff after training;
• Provided regular feedback on staff training/re-training needs and ways to improve training outcomes; and
• Assisted with development of Quality Reports to identify areas of improvement for staff and re-training needs.

Tallahassee, Florida Area

Call Center Team Management Call Center Script Creator and ManagerClient CommitteeNew Hire TrainingDocument and Translation ReviewPerformance and Statistic Reports

Tallahassee, Florida Area

Sexual Violence Prevention Workshop PresenterMedia Campaign Consultant