Hybrid Customer Solution Center Appeals and Grievances Training Specialist II

4 weeks ago


Los Angeles, California, United States Scout Exchange Full time
Job Summary:

The Customer Solutions Center Appeals and Grievances (A&G) Training Specialist II is a key role in the department, responsible for designing and conducting training programs using established regulatory and departmental guidelines. This position provides ongoing training on the core processing system, A&G processing procedures, and regulatory changes affecting established procedures. The Training Specialist II works with the quality team on quality and performance guidelines, creates and maintains departmental policy and procedures, and evaluates initial training and ongoing learning opportunities to achieve consistency, efficiency, and productivity among staff.

Key Responsibilities:

Designs and delivers training programs to boost employee performance in alignment with Enterprise and departmental goals.
Performs training needs assessments with department management and leads the design and delivery of curriculum and learning materials to ensure the success of new and current staff.
Conducts training sessions covering specified areas such as on-the-job training, use of computers and software, interpersonal skills, quality & process issues, and product knowledge.
Maintains documentation, including database/system updates, training agendas, sign-in sheets, etc. to demonstrate trainee compliance with department requirements.
Works with key stakeholders to monitor error trends, productivity, and quality standards for the program. Identifies gaps in knowledge, skills, and abilities, assesses and recommends training/education measures to resolve issues and enhance staff performance.
Proposes program modifications to enhance performance and positively influence member satisfaction survey results.
Conducts assessments after training to measure, record, and report feedback on training material and sessions. Serves as a coach to staff to handle problems and concerns as they arise.
Reviews and recommends updates on policy and procedure critical to claims process.
Performs other duties as assigned.

Requirements:

3 years experience in Healthcare Industry
3 years experience designing and conducting trainings (A true Trainer)
Bachelors Degree or equivalent experience can be considered.
Managed Care experience Appeals & Grievances experience - preferably as Lead

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