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Job Summary

Accountable for the identification, development and training needs for the Customer Service organization by consulting with the leaders of Enterprise Operations, Market and Product Development, Product Administration and the other business units (e.g. Medicaid, Individual). Will design, develop, implement and deliver curriculum to meet the current and future needs of Customer Service. This will include instructor led as well as e-learning (e.g. Computer Based Training). Develop and deliver company-wide product training and New Employee Orientation. Will be responsible for mentoring Customer Service Training Specialist, Supervisors, Leads and Coordinators.

Essential Functions

+ Develops, implements and evaluates educational / training strategies, including such methodologies as coaching, facilitation, developmental experience, and mentoring.

+ Research, assess and analyze employee / C/S organizational structure, needs and processes, utilizing available information and soliciting additional information through focus groups, interviews, and consultation with CS leadership team and business analysts, etc.

+ Complete detailed needs analysis and redesign training flows and methods for delivery for both foundation/core and product specific (e.g. PPO, H.S.A., etc.) training. Review of existing curriculum and determine appropriateness of “student-lead” e-learning versus Instructor-led training.

+ Create facilitator guides with Trainer checklists. Create scenario/case study exercises, quizzes, role play activities. Develop certifications process and tools for new hire and refresher training.

+ Build a Trainer toolbox with facilitation aids and conduct Train The Trainer (T3) sessions demonstrating adult learning techniques.

+ Seeks and hires vendors and manages participant’s timeliness and budgets to develop CBT’s, videos or tutorials.

+ Implement a training approach that is consistent, flexible, relatable, hands-on, scalable and fun utilizing adult learning techniques.

+ Develop and administer feedback mechanisms with learners, leads and supervisors after 60 days in the job to create process improvements and continuously refine content and approach.

+ Work closely with Customer Service leadership and Quality Assurance team to support improvement of consumer experience related to survey feedback.

+ Review all misquotes and management review cases and perform root cause analysis (RCA) and make process improvement recommendations.

Qualifications

Required

+ Bachelor's Degree or equivalent Business, Human Resources, Education or other related field

+ 5 years of relevant experience in developing and implementing organizations-wide learning curriculum.

Preferred

+ Preferred master’s degree

+ 2 years of relevant experience in managed care and/or health care

+ Public speaking experience

+ Training experience in a call center environment with a strong focus on customer service excellence

+ Demonstrated ability in training needs assessment, design, development, deliver and skills evaluations.

1 of 5 required

+ CRT-Coding Specialist (CCS) - AHIMA American Health Information Management Association Coding

+ CRT-Professional Coder - AAPC American Academy of Professional Coders Coding

+ CRT-Outpatient Coder, Certified (COC)

+ CRT-Registered Health Information Technician (RHIT) - AAPC American Academy of Professional Coders HIM

+ CRT-Registered Health Information Administrator (RHIA) - AHIMA American Health Information Management Association HIM

1 of 2 preferred

+ CRT-Documentation Improvement Practitioner, Certified (CDIP

+ CRT-Clinical Documentation Specialist, Certified (CCDS)

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

How Corewell Health cares for you

+ Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here (https://careers.corewellhealth.org/us/en/benefits-new) .

+ On-demand pay program powered by Payactiv

+ Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!

+ Optional identity theft protection, home and auto insurance, pet insurance

+ Traditional and Roth retirement options with service contribution and match savings

+ Eligibility for benefits is determined by employment type and status

Primary Location

SITE - Business Service Center West - 4420 44th St - Grand Rapids

Department Name

Quality - CDI

Employment Type

Full time

Shift

Day (United States of America)

Weekly Scheduled Hours

40

Hours of Work

8:00 a.m. to 4:30 p.m.

Days Worked

Monday - Friday

Weekend Frequency

N/A

CURRENT COREWELL HEALTH TEAM MEMBERS – Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only.

Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.

You may request assistance in completing the application process by calling 616.486.7447.