Membership Representative/Department Trainer
PacificSource

Job Info

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Looking for a way to make an impact and help people?

Join PacificSource and help our members access quality, affordable care!

PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, national origin, sex, sexual orientation, gender identity or age.

Diversity and Inclusion: PacificSource values the diversity of the people we hire and serve. We are committed to creating a diverse environment and fostering a workplace in which individual differences are appreciated, respected and responded to in ways that fully develop and utilize each person's talents and strengths.

Position Overview: Provide training, mentoring and support for Commercial group accounts. Provide training on eligibility changes and the various systems used to process changes. Provide customer service by phone and e-mail to internal and external customers. Provide training on posting daily payments, audit reports, and reconciling accounts. Attend daily huddles, training meetings, and other meetings as needed. Develop and maintain training materials, conduct training and provide targeted training support as needed. Assist all department staff with planning, production and training.

Essential Responsibilities:

• Provide one-on-one training for Membership Representatives for 2-10 weeks, along with follow-up training quarterly for the first 12 months.
  
• Develop and maintain training schedules and training documents in MS Word/Excel and in SharePoint. Develop and administer skill checks before, during, and after training.
  
• Develop training material, conduct training and provide targeted training support, as needed, including preparing, planning and presenting mentor lessons.
  
• Travel to branch offices as needed to provide training. Use Skype, cameras, VTC, and other technology to provide remote training.
  
• Provide daily and/or weekly status reports to team leader during training including status updates to the Team Lead and Manager at 45 & 90 days.
  
• Train employees to audit and reconcile group billings and process reports.
  
• Train employees on phones and expected customer service, including Phone Courtesy class lesson. Audit employees calls weekly thru training and then monthly once fully trained.
  
• Lead and/or participate in process improvement and new technology to ensure efficiency and effectiveness.
  
• Attend Trainer meetings, new and renewing group meetings as needed and additional key project meetings as needed.
  
• Audit employee's work and provide feedback to trainee and Team Leader.
  
• Prepare new hire training materials, work stations and printer set up.
  
• Monitor and maintain policies and procedures, job aids and desk top procedures.
  

Supporting Responsibilities:

• Process online payments for Students and Individual members as needed.
  
• Meet department and company performance and attendance expectations.
  
• Attend team & department meetings, and mentor lessons as scheduled.
  
• Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
  
• Perform other duties as assigned.
  

SUCCESS PROFILE

Work Experience: Minimum of three years prior customer service, medical insurance or other related healthcare experience required. Membership Rep experience preferred. Prior training experience preferred.

Education, Certificates, Licenses: HS Diploma required. Associates degree, certificate or equivalent work experience preferred.

Knowledge: Basic math skills required, including percentages, ratios, graphing and spreadsheet skills. Intermediate Excel skills required. Excellent customer service skills needed with verbal, telephone and written communication skills. Requires problem solving skills and being able to multi-task. Also the ability to define and prioritize problems and manage workload without direction. Research skills and the ability to evaluate and define processes needed.

Competencies

• Building Customer Loyalty
  
• Building Strategic Work Relationships
  
• Contributing to Team Success
  
• Planning and Organizing
  
• Continuous Improvement
  
• Adaptability
  
• Building Trust
  
• Work Standards
  

Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 5% of the time.

Our Values

We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:

• We are committed to doing the right thing.
• We are one team working toward a common goal.
• We are each responsible for customer service.
• We practice open communication at all levels of the company to foster individual, team and company growth.
• We actively participate in efforts to improve our many communities-internally and externally.
• We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.
• We encourage creativity, innovation, and the pursuit of excellence.

Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.

Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.

This job has expired.