Customer Service Trainer

This position is available fully remote within Washington State only
Who we are
Community Health Plan of Washington is an equal opportunity employer committed to a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to any actual or perceived protected characteristic or other unlawful consideration.
Our commitment is to:

• Strive to apply an equity lens to all our work.
• Reduce health disparities.
• Become an anti-racist organization.
• Create an equitable work environment.

About the Role
Design, document and implement technical training and quality assurance programs, including operational processes for staff, healthcare providers and end users to create an exceptional partnering and learning experience. Responsibilities may include program and process documentation, design and implementation of quality assessment activities, and group training.
To be successful in this role, you:

• Possess three (3) years' experience as a Customer Service Representative in managed healthcare, or call center customer service.
• Possess experience developing or delivering adult learning required.
• Possess experience coordinating or managing projects required.
• Has experience of working in learning management systems (LMS) preferred.
• Possess experience in healthcare insurance industry strongly preferred.
• Possess experience with working with Customer Service systems such as Business Information systems, Health Management Systems, Provider One, Pharmacy PBM preferred.
• Possess experience in technical or professional writing preferred.

Essential functions and Roles and Responsibilities:

• Works closely with the Director of Customer Service and other identified subject-matter experts to design workflows and develop policies and procedures.
• Performs individual and team needs analysis and evaluate and assess end user competencies.
• Designs and expands training and development material based on the needs of the industry, company and department including developing training materials that include slide desks with notes, narration scripts, instructor guides, knowledge checks, handouts, and technical guides.
• Produces eLearning modules based on established or new learning content including narrated slide decks, quizzes, screen-capture technology, and other interactive content.
• Conducts one-on-one and classroom instruction for the customer service staff (or arrange for specific experts to lead sessions).
• Conducts end user training needs analysis and identifies training and development needs within Customer Service.
• Consults with CS Management to measures success of learning programs and uses quality audit findings to revise documentation and training as needed. Responsible for quality and consistency of course content.
• Works with CS Supervisors and CS Leads to develop a just-in-time communications and training and ensure customer service staff is trained in a timely fashion and continually informed of updates/changes.
• Mentor other instructors in the subject matter, content, and course delivery techniques for assigned technical courses.
• Assists in the development of all Customer Service resources through Support Point.
• Supports the development and maintenance of program policies and procedures.
• Sets training schedules and reviews training expectations with internal departments and external provider groups to promote and support optimal utilization of the Health Maps system portal.
• Employees are expected to report to work as scheduled, participate in all assigned meetings, and meet established performance and accountability standards.
• Other duties as assigned. Essential functions listed are not necessarily exhaustive and may be revised by the employer, at its sole discretion.

Knowledge, Skills, and Abilities:

• Ability to create and deliver training and training materials for all audiences.
• Ability to effectively present ideas and concepts to all levels of audiences.
• Knowledge of adult learning styles and ability to modify training plans in response to learner needs.
• Proficiency and experience with Microsoft Office products.
• Demonstrate professional courtesy to others and ability to maintain confidentiality.
• Organization, time management, and project management skills.
• Meet attendance and punctuality standards.
• Ability to work independently and meet scheduled deadlines.
• Collaborate with others in a respectful manner.

As part of our hiring process, the following criteria must be met:

• Complete and successfully pass a criminal background check.

Criminal History: includes review of criminal convictions and probation. CHPW does not automatically or categorically exclude persons with a criminal background from employment. The applicant's criminal history will be reviewed on a case-by-case basis considering the risk to the business, members, and/employees.

• Has not been sanctioned or excluded from participation in federal or state healthcare programs by a federal or state law enforcement, regulatory, or licensing agency.
• Vaccination requirement (CHPW offers a process for medical or religious exemptions)
• Candidates whose disabilities make them unable to meet these requirements are considered fully qualified if they can perform the essential functions of the job with reasonable accommodation.

Compensation and Benefits:
The position is FLSA Non-Exempt and is eligible for overtime. Based on market data, this position grade is 43 and has a (5%) annual incentive target based on company, department, and individual performance goals.
CHPW offers the following benefits for Full and Part-time employees and their dependents:

• Medical, Prescription, Dental, and Vision
• Telehealth app
• Flexible Spending Accounts, Health Savings Accounts
• Basic Life AD&D, Short and Long-Term Disability
• Voluntary Life, Critical Care, and Long-Term Care Insurance
• 401(k) Retirement and generous employer match
• Employee Assistance Program and Mental Fitness app
• Financial Coaching, Identity Theft Protection
• Time off including PTO accrual starting at 17 days per year.
• 40 hours Community Service volunteer time
• 10 standard holidays, 2 floating holidays
• Compassion time off, jury duty

Sensory/Physical/Mental Requirements:
Sensory* :

• Speaking, hearing, near vision, far vision, depth perception, peripheral vision, touch, smell, and balance.

Physical* :

• Extended periods of sitting, computer use, talking and possibly standing
• Simple grasp, firm grasp, fine manipulation, pinch, finger dexterity, supination/pronation, wrist flexion
• Frequent torso/back static position; occasional stooping, bending, and twisting.
• Some kneeling, pushing, pulling, lifting, and carrying (not over 25 pounds), twisting, and reaching.

Mental :

• Ability to learn and prioritize multiple tasks at a given time and have the capability of handling demanding situations. Analytical/problem solving/critical thinking ability.

Work Environment:
Office environment Employees who frequently work in front of computer monitors are at risk for environmental exposure to low-grade radiation.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)