Enrollment Technician Team Trainer

2 weeks ago

Springfield, United States PacificSource Health Plans Full time

Job Summary:

  • Develop and maintain training materials, schedules, and training log. Provide training and support to staff members as needed. Process member enrollment from paper applications, spreadsheets and electronic transactions, in multiple system applications. Meet data entry timelines and accuracy requirements. Ensure compliance with policies, procedures, and applicable laws and regulations.


Essential Responsibilities

Team Trainer:

  • Provide new hire training for Enrollment Technician I and II positions. Provide cross-department training as needed.
  • Develop and maintain training materials, schedule, and training log.
  • Audit employees work, tracking accuracy results and provide feedback to trainee and Team Leader.
  • Audit PRISM errors, paper and electronic enrollments, to prevent future errors and identify training needs.
  • Develop and administer skill checks during and after training.
  • Provide weekly status reports to Team Leader and Manager during initial training period. Provide status updates to Team Leader and Manager at 90 days.
  • Develop and lead monthly mentor lessons for team.
  • Monitor and maintain policies and procedures, job aids and desktop procedures.
  • Take a lead role with testing and validation of interface changes, defects, and configuration changes to the core system and related applications.
  • Lead and participate with process improvement and new technology to ensure efficiency, accuracy and effectiveness.
  • Attend company and department level trainer meetings.

Tech Entry:

  • Enter data for subscribers and dependents, with a high level of speed and accuracy, utilizing applicable state laws.
  • Communicate with Sales, Membership and Group Processing teams regarding missing enrollment information or validation of application data.
  • Process special enrollments per current entry and audit procedures. Review applications with unusual circumstances with Team Leader. Verify prior creditable coverage when necessary.
  • Meet accuracy standards and PRISM measures.
  • Update subscriber demographic information based on enrollment applications and spreadsheets, modifying coverage selections for customized plans.
  • Work with the Health Services Department, researching prior coverage credits for pre-authorizations.
  • Generate letters as needed for missing information on member applications for group policies.
  • Respond to internal customers regarding application processing procedures and status on specific enrollment applications.
  • Assist in the development, updates, and revisions to job aids and policies and procedures.
  • Monitor Hackberry Letter error report on a weekly basis and make corrections to letter errors on member records as needed.
  • Make NCOA Address Corrections and research as the report comes in.


Supporting Responsibilities:

  • Meet department and company performance and attendance expectations.
  • Participate in daily visual board huddle, team/department meetings, mentor training, idea board, and team building activities.
  • Participate in various committees, interoffice meetings, and attend 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 two years prior office work experience with strong keyboarding and 10-key skills required. Minimum of six months of Enrollment Technician experience or equivalent training experience is required. Experience with Excel is preferred.


Education, Certificates, Licenses: High school diploma or equivalent required.

  • Knowledge: Ability to understand and interpret Federal, Oregon, Montana, Washington and Idaho State laws and PacificSource contract provisions. Excellent verbal, telephone and written communication skills. Ability to adhere to company and department policies and meet expectations for service, accuracy and efficiency. This position will act as a resource for others relating to Enrollment Technician entry, procedures, and background. Must work independently, make decisions, and serve as a role model for other team members.


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


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

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