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Member Support Specialist Trainer

1 month ago

Bend, United States PacificSource Full time
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.

Develop, coordinate, and provide employee orientation/education programs that encompass onboarding new employees as well as continuing education for all Member Support Specialists. Develop and maintain desktop references and resource materials. Assist with creation and distribution of polices that drive the work done by the team. Assist with the organization and implementation of cross-departmental training both to train other teams on Member Support Specialist and having internal teams present to the team. Demonstrate effective leadership by developing teamwork, managing change, and encouraging innovation and staff involvement in the Member Support Specialist team. Support and develop initiatives that reflect the department vision and are committed to achieving the goals and objectives of Member Support Specialists.

Essential Responsibilities:
  • Develop, maintain, and present training programs in coordination with Member Support Specialist leadership and other training coordinators, which ensure the Member Support Specialist team is trained to provide exceptional customer service, meet ongoing operational and regulatory needs, and achieve quality outcomes.
  • Develop, organize, and maintain a centralized electronic system of standardized reference tools and training materials that reflect the current practice and compliance standards.
  • Ensure processes and resources meet regulatory compliance standards with all state and federal guidelines as well as other accrediting entities.
  • Assist with internal audit processes on an ongoing basis. Ensure Member Support Specialist materials are in a state of audit readiness. Support onsite external audit efforts as needed.
  • Ensure that each new hire has the tools to begin their new position successfully.
  • Responsible for training and providing updates of new and revised team resources and training material to the Member Support Specialist staff.
  • Utilize LEAN methodologies and quality improvement principles to practice and promote continuous improvement.
  • Maintain working knowledge and understanding of the essential responsibilities of a Member Support Specialist.
  • Expertise in identifying, working with, and developing individualized approaches to different adult learning styles and in creating customized trainings/educational modalities for different audiences.
  • Work with Health Services Team Leaders and Member Support Specialist Program Manager in all aspects of training. Identify ongoing training needs for all Member Support Specialists. Develop/maintain appropriate training materials.
Supporting Responsibilities:
  • Serve on designated committees, teams, and task groups, as directed.
  • Represent the Health Services department, both internally and externally, as requested but the Health Services leadership.
  • Meets department and company performance and attendance expectations.
  • Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
  • Perform other duties as assigned.
Work Experience: A minimum of three years of experience in community services or healthcare agencies focused on coordination services required. Experience in training and delivering group presentations preferred.

Education, Certificates, Licenses: Associates degree or equivalent work experience required.

Knowledge: Medical terminology. Proficient in Microsoft Office, including Word, Excel, PowerPoint, Medical management software (e.g CaseTrakker Dynamo). Excellent verbal and written communication skills and ability to work independently as well as to work effectively on a team. Good working knowledge of how to access community resources and healthcare system.

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 25% of the time. May be required to use personal vehicle for work-related purposes and to meet with members in the community setting. May need to work outside normal work hours.

Skills:
Accountability, Communication, Communication (written/verbal), Flexibility, Listening (active), Organizational skills/Planning and Organization, Problem Solving, Teamwork

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.

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