Client Service Trainer

Position Summary

A Client service trainer is responsible for designing and delivering training programs to educate Client Service representatives on the intricacies of health insurance policies, billing procedures, member interactions, and complaint resolution, ensuring they can effectively answer client inquiries and provide excellent service while adhering to company guidelines and regulations.

Responsibilities-duties

• All primary responsibilities from the Customer Service job description.
• Creating comprehensive training materials covering health plan benefits, eligibility requirements, claims processing, medical terminology, and customer service protocols tailored to the specific needs of AMM.
• Providing new client service representatives with foundational knowledge about the IPAs and county programs, its systems, policies and client service standards during their initial onboarding process.
• Developing engaging and effective training content, such as role-playing scenarios, case studies, and simulations.
• Organize and conduct refresher training when needed.
• Quality Assurance and Performance - Providing individual coaching and mentoring to client service representatives based on recorded call feedback and management feedback, offering guidance and support to improve their skills and performance.
• Keeping up to date with industry trends, best practices, and new technologies related to client service and training.
• Utilizing internal training software and platforms to deliver training materials and track progress.
• Review current customer service processes and collaborate with client service manager to decide how existing processes could be improved.
• Collaborate with internal stakeholders to update Policies, Procedures and customer service manual(s).
  
  

Education And Experience Requirements

• High School Diploma / G.E.D. or above
• Working knowledge of Claims, Authorizations and Eligibility
• Working expertise on call center software, reporting and quality assurance tools
• Demonstrates technical and operational healthcare industry knowledge and expertise
• Cultivates positive professional and interpersonal relationships
• Excellent verbal, written and customer service communication skills
• Minimum 3 years experience in Client Services, Contact Center or Customer Service
  
  

Amm Benefits

When you join AMM, you’re not just getting a job—you’re getting a benefits package that puts YOU first:

• Health Coverage You Can Count On: Full employer-paid HMO and the option for a flexible PPO plan.
• Wellness Made Affordable: Discounted vision and dental premiums to help keep you healthy from head to toe.
• Smart Spending: FSAs to manage healthcare and dependent care costs, plus a 401(k) to secure your future.
• Work-Life Balance: Generous PTO, 40 hours of sick pay, and 13 paid holidays to enjoy life outside of work.
• Career Development: Tuition reimbursement to support your education and growth.
• Team Fun: Paid company outings and lunches because we work hard, but we also know how to have fun!