Senior Trainer

About the role

At Neovance, we’re transforming the patient experience by driving better outcomes through compassion, innovation, and operational excellence. With more than 30 years of experience partnering with the biopharmaceutical industry, we deliver agile, technology-enabled patient access solutions that help people start and stay on therapy. Our expertise spans hub services, patient assistance programs, field reimbursement, nursing, and non-commercial pharmacy - each designed to remove barriers to care and ensure patients receive the therapies they need when they need them. Guided by our values of Agility, Integrity, Tenacity, Unity, and Quality, we work as one Neovance team to optimize access, enhance adherence, and make a meaningful impact, one patient at a time.

As the Senior Trainer you will lead the delivery of training that prepares our operations teams to perform confidently, consistently, and compliantly in a high-volume, patient-focused environment. Reporting to the Senior Instructional Designer, you will lead the day-to-day delivery of new-hire and ongoing training for the operation, including pharmacy and contact center workflows, systems, processes, and performance expectations. You will partner closely with Instructional Design, Operations, Quality, Compliance, HR, and other stakeholders to reinforce learning, evaluate readiness, and identify opportunities to improve performance.

Responsibilities

• Facilitate engaging instructor-led, virtual instructor-led, and hybrid training for new hires and existing employees supporting pharmacy operations.
• Deliver training on pharmacy workflows, call center/contact center processes, systems, products and programs, policies, procedures, patient and customer experience expectations, and compliance requirements.
• Manage the day-to-day execution of training cohorts, including schedules, attendance, learner engagement, knowledge checks, assessments, and training-readiness documentation.
• Support learners through the transition from formal training into nesting and production, partnering with Operations leaders to assess readiness and identify remediation or targeted upskilling needs.
• Partner with the Senior Instructional Designer to translate operational changes, performance gaps, and learner feedback into updates to curricula, facilitator guides, job aids, exercises, and other learning resources.
• Collaborate with pharmacists, pharmacy technicians, operational subject matter experts, Quality, Compliance, and other partners to ensure training content and delivery remain accurate, relevant, and aligned with business needs.
• Evaluate training effectiveness using assessment results, learner feedback, observations, quality data, productivity trends, and other available performance indicators; share insights and recommendations with key stakeholders.
• Deliver refresher, remediation, cross-training, and upskilling programs in response to performance trends, process changes, new products or programs, and evolving business needs.
• Maintain accurate