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Customer Experience Trainer

Company: FirstCare Health Plans
Location: Lubbock
Posted on: February 12, 2019

Job Description:

ESSENTIAL FUNCTIONS

  • Develops and maintains effective training curriculums, and conducts training for all Customer Advocate levels (I, II and III) on business practices, eligibility, benefits, claims, systems, products and problem resolution
  • Proactively develops training programs to meet changing needs and revamps programs according to best practice and institutional goals and vision
  • Creates and maintains reference materials (tools, job aids, etc) to help Advocates in their efforts to resolve issues and provide"Best in Class" service
  • Effectively communicates with all SWHP operational departments, interfacing with Customer Advocacy to ensure materials are current and accurate (Claims, Provider Relations, Prescription Services, Billing and Enrollment)
  • Develops and maintains lesson plans that support upward mobility
  • Participates in designing and maintaining of metrics and tolls to effectively evaluate the required Core Competency levels of Advocates while in training and throughout Advocacy career
  • Strategizes with leadership on how to address and remediate performance gaps KNOWLEDGE, SKILLS AND ABILITIES
    • Knowledge of health plan or healthcare products, services and business operations preferred
    • Familiar with Medical Terminology
    • Strong verbal and written communication skills and presentation skills required
    • Strong organizational skills, including project planning and time management
    • Proficiency in MS Office applications (e.g. Word, Excel and PowerPoint)
    • Ability to develop presentations
    • Demonstrated ability to assess employee training needs and provides feedback to management
    • Ability to exercise initiative, judgement and decision-making in meeting objectives
    • Comfortable working in a fast paced constantly changing stressful environment
    • Ability to apply Adult Learning Principles to the facilitation of training MINIMUM REQUIREMENTS
      • Minimum education of Associates Degree Experience equivalencies:
        • Bachelors Degree and 2 years of experience
        • Associates Degree and 4 years of experience Training in Call Center environment preferred We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

          Keywords: FirstCare Health Plans, Lubbock , Customer Experience Trainer, Human Resources , Lubbock, Texas

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