Member Services Trainer

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Member Services Trainer

• Hybrid opportunity open yo candidates residing in California
• Opportunity to make a difference in your community
• Position not eligible for sponsorship

General Description

Under the general guidance from the Member Services Manager, the Member Services Trainer is responsible for assessing the training needs of member services staff and designing, developing, implementing, evaluating, and delivering staff development programs including general orientation, job-specific orientation, and refresher training programs for Member Services personnel in support of team operations.

Duties & Responsibilities Essential Functions:

• Train Member Services staff (including consultants and temporary employees) support call center operations including eligibility verifications, explanation of benefits, new member orientations, PCP assignment and referral information, member complaints, member satisfaction evaluations, member retention efforts, and other member-centric activities.
• Develop and maintain the Member Services training curriculum, clearly identify training module content, learning objectives, and training/job aids that meet DMHS and DHCS regulatory standards and NCQA requirements.
• Deliver training sessions to the department as needed to inform staff of new policies, procedures, systems, and requirements.
• Conduct training evaluations to assess the effectiveness of training and use findings to improve future programs.
• Collaborate with the Member Services leadership team to identify staff training and development needs for improved performance and provide resources and training to meet those needs.
• Communicate with diverse audiences (e.g., employees, management, and other sites) to provide information and clarification regarding training programs, actions, policies, procedures, and best practices. Conduct refresher training and ongoing training of existing employees.
• Monitor the progress of new team members by coaching and developing for improvement and providing on- the-job training as needed.
• Deliver feedback to the department.
• Support the call center by participating in cross-functional meetings to give input on improvement opportunities.
• Facilitate training classes on new and existing products and services.
• Set up and maintain training facilities and related training materials.
• Identify and work closely with SMEs to design, develop and refine engaging programs in various formats(documentation, live and virtual facilitation, online, video, etc.).

• Provide one-on-one coaching in training to ensure exceptional customer service.
• Work in conjunction with the Quality Assurance team to ensure training and quality goals are met.
• Support continuous improvement of call center effectiveness through the development, evaluation, and refinement of
• Deliver Member Services training modules to non-Member Services staff to support organizational goals and needs.
• Evaluate trainees' participation and progress in training.
• Use training evaluations to ensure that the training program effectively prepares associates for the job and prepares them to meet performance and quality-related goals.
• Identify and address any training deficiencies.
• Design and develop application training and development programs based on organizational and individual needs for maximum performance.

• Conduct daily debriefing sessions with classes.
• Facilitate new hire onboarding and training. Establish success criteria and key milestones to measure performance.
• Develop, update, and maintain the MSR New Hire Training Manual, desktop procedures, and workflows. Develop and execute a course maintenance process to ensure that the curriculum is current and relevant.

Secondary Functions:

• Professionally represent the Member Services and Outreach Department and/or HPSM in internal and external meetings as required.
• Perform other duties and special projects as assigned.
• May assist with taking/making calls as needed based on departmental call volumes.

Requirements These are the qualifications typically needed to succeed in this position. However, you don't need to meet every requirement to apply.

Education and experience

• High school diploma or GED equivalent, bachelor's degree preferred in healthcare or related field or combination of education and equivalent experience.
• Previous experience in customer service role; call center experience preferred.
• 2 years or more of experience in instructional design, including delivery content (eLearning), coaching, learning objectives, and training evaluations/effectiveness, in the health insurance field.
• 2 years or more of methods and procedures documentation and development

Knowledge of:

• Personal computers and proficiency in Microsoft Office Suite applications, including Outlook, Word, Excel, Access,
• PowerPoint, and Customer Service Management Systems.
• Extensive knowledge of DHCS; DMHC; NCQA customer service delivery standards and reporting
• Health insurance programs, including Medi-Cal, Commercial (IHSS); and Medicare lines of business.
• Customer service principles and practices.
• Experience with medical claims/grievance/customer relationship management and processing software (HealthSuite, Microsoft products; Visio, etc.) highly preferred.
• Must have a flexible schedule, able to work remotely or onsite to accommodate training classes required, including some extended hours.

Ability to:

• Work cooperatively with others.
• Work as part of a team and support team decisions.
• Adapt to changes in requirements/priorities for daily and specialized tasks.
• Perform problem research, use analytical skills, and effectively influence positive outcomes.
• Develop and maintain strong professional relationships with a diverse range of people.
• Establish and maintain cooperative working relationships with others.
• Proven ability to influence at all levels.
• Bilingual in AAH threshold language (Spanish, Cantonese/Mandarin, Vietnamese, Tagalog) is highly preferred.

Skills:

• Excellent organization, planning, and prioritization skills.
• Strong presentation and communication skills.
• Demonstrate excellent oral and written communication skills with various audiences and individuals of diverse backgrounds.
• A California driver's license, own vehicle, and insurance are needed for this position.

Salary and benefits

The starting salary range is $29.41 - $38.23 per hour, depending on the candidate's work experience.

Excellent benefits package includes:

• HPSM-paid premiums for employee's medical, dental and vision coverage (employee pays 10% of each dependent's premiums)
• Fully paid life, AD&D and LTD insurance
• Retirement plan (HPSM contributes equivalent of 10% of annual compensation)
• 12 paid holidays a year, 12 paid sick days a year and paid vacation starting at 16 days a year
• Tuition reimbursement plan
• Employee wellness program

It is HPSM's policy to provide equal employment opportunities for all applicants and employees. HPSM does not unlawfully discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex, age, sexual orientation, veteran status, registered domestic partner status, genetic information, gender, gender identity, gender expression, or any other characteristic protected by applicable federal, state, or local law. HPSM also prohibits discrimination based on the perception that an applicant or employee has any of those characteristics or is associated with a person who has or is perceived to have any of those characteristics.

Job Type: Full-time

Pay: $29.41 - $38.23 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid work
• Office

Work Location: Hybrid remote in South San Francisco, CA 94080