Job Description:
SCOPE OF POSITION:
Facilitates various levels of customer service training to efficiently and effectively bring new hires up to speed before releasing them to live work situations. Provides classroom training to multiple lines of business while ensuring all class objectives are achieved. Conducts evaluations for individuals as needed to identify new training needs and provides feedback to management. Coordinates all assigned projects, ensures projects are completed by target deadlines and provides project status updates to management. Must lead and direct daily work of member service representatives. Provide side-by-side staff coaching and training.
ESSENTIAL JOB FUNCTIONS:
- Conduct full scope new hire training classes for assigned lines of business.
- Ensure class objectives and learning curve performance metrics are achieved.
- Conduct analysis to identify needs and recommend appropriate solutions that distinguish between training, communication, and coaching and development opportunities
- Handles all aspects of personnel training management. Ensures that all staff receive proper training on all aspects of their job including company policy and procedure.
- Assist with the planning, design, development and implementing of computerized multimedia training courses, assign, track, and maintain employees training records.
- Conduct coaching and feedback sessions with employees to establish and review goals on individual progress toward goals and performance.
- Develop and implement training material related to improving customer service interactions with the development of best practices telephone interactions.
- Make recommendations to implement and improve training processes.
- Work with management to ensure that highest level of mutual satisfaction and service is achieved between office personnel and customers.
- Serves as the training SME in business projects.
- Improve programs by obtaining feedback from participants and management.
- Ensures continuity and consistency of training materials with operating procedures and systems.
- Maintain a training schedule for assigned lines of business.
- Utilize a professional and engaging approach in the presentation of training programs, ensuring interactive methods are employed.
- Responsible for all training class preparation, facilitation and completion, including materials and classroom set-up/preparation, requesting log-ins and database access, and administrative functions pre-, during- and post-class.
- Ensure the quality and accuracy of employees’ work. Check that staff meets goals on time.
- Help staff resolve problems. Serve as their resource and guide; keep working relationships positive.
- Maintain current knowledge of corporate contracts within their area of responsibility.
- Adhere to the AFMC QA/QC Standards of Excellence.
- Meet regularly with manager and director to stay informed, to offer information and support for inter-departmental projects and to confer on organizational goals, objectives and policies.
- Prepare and submit weekly, monthly, quarterly and annual reports on program progress and performance.
- Follow AFMC, state and federal protocols regarding data confidentiality/security and HIPAA compliance.
- Additional duties as assigned.
Physical and Sensory Requirements (With or Without the Aid of Mechanical Devices):
Mobility, reaching, bending, lifting, grasping, ability to read and write, ability to communicate with personnel, ability to remain calm under stress. Must be capable of performing the essential job functions of this job, with or without reasonable accommodations.
KNOWLEDGE, SKILLS AND ABILITIES:
- Ability to maintain confidentiality
- Strong organizational skills
- Understanding of terminology used within the specific area of responsibility
- Knowledge of regulations and requirements pertaining to the assigned area of responsibility
- Time management skills (meeting deadlines)
- Ability to work collaboratively and independently to achieve stated goals
- Strong public speaking skills
- Ability to relate professionally and positively with staff, business partners, customers, constituents, recipients and the public
- Ability to handle and react calmly under stressful situations
- Ability to delegate as required
- Coaching skills
- Problem solving skills
- Strong communication skills
- Customer service
- Flexibility
- Ability to prioritize
- Ability to multitask
- Attention to detail
- Creativity
- Ability to travel including overnight travel
- Ability to work overtime as needed
- Regular and punctual attendance required
Job Requirements:
EDUCATION:
Required: High School Diploma
Desirable: Associate’s degree
EXPERIENCE:
Required: Three (3) years in the focus area of the position, understanding of the Medicaid Guidelines.
Desirable: Previous supervisory experience. Experience within the healthcare arena, understanding of the Medicaid Guidelines
INTERNET REQUIREMENTS:
Reliable, high-speed wireless internet service (Wi-Fi)
An upload speed of at least 5Mbps is required to support softphone functionality.
