Training Coordinator

Job Details

Job Location

417 Washington Street - Columbus, IN

Description

Job Title: Training Coordinator

Reports To: Director of Customer Experience

This is a non-exempt position with the primary responsibility to deliver training to new hires within the Member Services department. This position is also responsible for developing and executing training materials and department policies and procedures in an individual and classroom setting, as well as shadowing. The purpose of this position is to provide consistent training to increase employee performance and produce customer service excellence in accuracy, efficiency, and overall satisfaction. Responsibilities also include those of a Member Services representative in the event that no representatives are in training status.

The candidate must have excellent communication (oral and written) skills, as the role involves presenting opportunities and collaboratively working within other key functional areas of SIHO.

Brief Description of Duties:

Develop the skills needed for Member Services Representative

Develop new training materials and modify existing training materials as needed

Communicate with Member Services management and Human Resources on training status and process improvement opportunities

Determine and apply appropriate training for new Member Services Representatives

Provide a smooth transition from training status to representative in a timely manner

Conduct orientation sessions for new Member Services Representatives

Create appropriate infrastructure for a comprehensive training program, including scheduling

Identify training needs of the Member Services team

Continually revise training materials and course content as needed

Measure the success of training by developing pre- and post-training tests

Coordinate the training and implementation of regulatory mandates to ensure new employees are informed of SIHO policies and Member Services department requirements

Act as a resource for employees while in training

Understand and follow mandated (i.e., HIPAA, ERISA, Etc.) regulations promulgated by state or federal governmental agencies

Perform duties of a Member Services Representative in the absence of employees in training

Provide onsite training at other SIHO office locations

Other duties as requested to meet business needs Qualifications

Minimum Skills Requirement:

Demonstrated ability to successfully lead and motivate people and their varying skill levels

Effectively influence and communicate SIHO's desired goals and metrics

Experience in health plan management with an emphasis on customer service.

B.S. Degree, or equivalent work experience in a management position in a healthcare setting

Experience and demonstrated success in call center environments

Experience in customer service

Excellent communication (writing and speaking) skills. Ability to deliver clear guidelines to all members of staff and management

Ability to produce excellent work and manage a team with tight deadlines

Demonstrated knowledge and understanding of PC word processing and spreadsheet software

Permanent