What are the responsibilities and job description for the Credentialed Trainer - 25-56 position at Hill Physicians Medical Group?
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At Hill Physicians Medical Group, we’re shaping the healthcare of the future: actively managed care that prevents disease, supports those with chronic conditions and anticipates the needs of our members.
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DE&I Statement:
At PriMed, your uniqueness is valued, celebrated, encouraged, supported, and embraced. Whatever your relationship with Hill Physicians, we welcome ALL that you are.
We value and respect your race, ethnicity, gender identity, sexual orientation, age, religion, disabilities, experiences, perspectives, and other attributes. Our celebration of diversity and foundation of inclusion allows us to leverage our differences and capitalize on our similarities to better serve our communities. We do it because it's right!
Job Description:
The primary responsibility of the Credentialed Trainer is to deliver/lead end-user training using the curriculum designed by the Principal Trainer(s) (PT) or other resources which includes design, plan, and delivery of both classroom and on-line training styles, setting up the classroom/on-line sessions, facilitating the class/on-line session, and following up on any outstanding questions that arise in the classroom/on-line courses. Additional responsibilities of this position include developing and facilitating training for all authorizations, benefits, enrollment, claims, Customer Service skills, policies and procedures, and all system applications using classroom and on-line learning styles of training. Convey expectations around quality, production, and the customer experience. Collaborate with management to create an overall educational plan as well as individual action plans, as needed. Assist management in improving the overall operations of the department and the performance of its individual members.
Essential Responsibilities:
- Design, plan, and implement training program.
- Develop/revise/improve training materials for use in class or virtual, such as visual aids, templates, and charts.
- Design/revise/improve and implement on-line learning modules as appropriate to enhance user learning experience.
- Develop/revise/improve training syllabus for the training course.
- Educate staff on the appropriate usage of internal reference materials and/or systems.
- Execute on-site training/on-line learning in the required location(s).
- Assist with providing additional content to PT(s).
- Evaluate and communicate individual training performance.
- Develop and administer proficiency learner reviews upon completion of each training module.
- Maintain statistics on individual employee performance.
- Upon completion of each training module, meet with trainees to communicate performance levels.
- Audits system application and training environment; performs key duties to validate/monitor recent system enhancements/upgrades; ensures that all training materials are updated following implementations/problem resolution to ensure accurate functionality.
- Test lesson plans and validate build within the training environment.
- Develop and motivate learners to achieve their highest potential, and act as their mentor during the training program.
- Collaborate with Customer Service Leadership and Quality Specialists to identify employees who would benefit from individualized training. Create action plans and, in tandem with the respective Supervisor, ensure execution and monitor progress.
- Provide support during training program, implementations, upgrades, and release enhancements.
- Maintains credentialed status with continued learning and knowledge to ensure that new curriculum is taught as enhancements and upgrades occur.
- Troubleshoots potential system problems and provides feedback to the management team.
- Create and performs in-service training sessions to various departments within the organization when information is necessary to understand the Customer Service process.
- Assist with assigned knowledge management tasks/projects in support of employees’ overall learning and development.
- Assist customers by responding to inquiries and identifying/resolving issues regarding eligibility, benefits, claims, and authorizations; this includes triaging/routing appropriately and using multiple systems to locate information and document interactions.
- Other tasks/projects as assigned.
Skills and Experience Required:
- Minimum level of education required – Bachelor’s degree in business or equivalent work-related experience.
- Licenses and certifications required – EPIC credentialing program to complete within six weeks with a minimum score of 85%, training certification a plus.
- Minimum of 4 years of experience in training, training experience management or organizational development, including two years of previous training at a health plan or IPA.
- Requires 4 years of contact center experience.
- Experience in adult education recommended, not required
- Experience with the Epic system applications highly desirable.
- Demonstrated ability to create and execute on-line learning events with a focus on all aspects customer service, authorizations, benefits, enrollment, and claims.
- Intermediate or Advanced Microsoft 365 (i.e., Word, Excel, PowerPoint, Access, Visio) experience.
- Understanding of or ability to quickly learn all applications, processes and policies used by PriMed Customer Service
- Requires excellent verbal and written communication skills with an emphasis in creating dynamic training presentations, diagrams, instructions, and Visio illustrations.
- Engaging presentation style.
- Requires strong technical knowledge and understanding of HMO policies including basic regulatory requirements, knowledge of healthcare industry organizational workflows.
- Requires good judgment and decision-making abilities.
- Capable of managing to a deadline and solving problems in a timely manner.
- Maintain positive behavior, a desire to help co-workers and a work ethic that motivates others.
- Requires flexibility, adept at managing change, change agent.
Additional Information:
Salary: $73,000 - $95,000 Annual
Hill Physicians is an Equal Opportunity Employer
Salary : $73,000 - $95,000
