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Customer Solution Center Training Specialist II

Job Category: Administrative, HR, Business Professionals

Department: CSC Appeals & Grievances

Location:

Los Angeles, CA, US, 90017

Position Type: Full Time

Requisition ID: 12436

Salary Range: $77,265.00 (Min.) - $100,445.00 (Mid.) - $123,625.00 (Max.)

Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members, we make sure our members get the right care at the right place at the right time.

Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.

Job Summary

The Customer Solution Center Training Specialist II is responsible for conducting functional training Customer Solution Center (CSC) staff in Customer Service, Health Insurance Portability and Accountability Act (HIPAA) Compliance, Plan Partner agreements, Departmental Policies and Procedures (including product operations), Supervisory/Managerial on boarding, and any additional work processes as needed. In addition, is responsible for developing, up keeping, and facilitating training (new and remedial) on Specialty Lines of Business (e.g., Cal MediConnect, L.A. Care Covered) and technology/system enhancements and updates (QNXT, CRM tools, Share Point, etc.).

This position is also responsible for coordinating and assisting with facilitating monthly remedial training to CSC staff on identified areas of improvement, such as Appeals and Grievance processes, Claims, etc. Through various delivery methods that meet business needs (web, LMS, PowerPoint, etc.) and coordinating with other units or departments in the development and implementation of technical procedures in triage of phone calls. This position is responsible for training Customer Service Vendors on new Customer Solution Center processes and updated Desk Level Procedures.

The position intermittently supports other departments within the organization. This position oversees new staff during the first 8 weeks, which includes close support to help assure that they meet the performance goals and department standards and will design and implement a scorecard audit procedure to assess the Customer Service performance of Call Center Reps and other employees within the Customer Solution Center. Coordinate timely implementation of mini-surveys and conduct performance studies within the verticals of CSC which includes working with the Quality Review team to identify points of training needs, and reports results and findings of surveys and performance studies to the training Supervisor, to analyze and identify areas of training needs and improvement.

The position will also work with Human Resources to ensure specialized training programs are tailored for the Customer Solution Center Department (Call Center Unit, Membership Information Unit and Member Relations Unit).

Duties

Formulates teaching outlines and determine instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings and workshops. Develops and selects teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference workshops. Designs and updates training programs in the Customer Solution Center.

Creates and conducts timely implementation of mini-surveys and performance studies within the Call Center. Reports results, survey findings and performance studies to the Training Supervisor and provides recommendations in training needs and improvements.

Conducts training for Customer Solution Center staff in customer service, product operations, and other work processes. 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. Ensures Customer Solution Center staff are trained in areas of Customer Service, HIPAA Compliance, Plan Partner Agreements, Departmental Policies and Procedures, and work processes. Responsible for training Customer Service Vendors on new Customer Solution Center processes and updated Technical Procedures. Responsible for tiered learning modules for advancement training within Customer Solution Center. Oversight of all new staff during the first 8 weeks and ensure that they meet the performance goals and department standards. Tests trainees to measure progress and to evaluate effectiveness of training. Reports on progress of employees under guidance during training periods. Maintains trainee records. Maintains all supplemental training materials to ensure accuracy and the most current information.

Duties Continued

Works with Human Resources to ensure specialized training programs are tailored for the Customer Solution Center Department. This includes providing supervisory/managerial training to new Management staff (Those in a lead role and above). Confers with management, supervisors and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies. Intermittently supports other departments within the organization. Performs other duties as assigned.

Education Required

Bachelor's Degree

In lieu of degree, equivalent education and/or experience may be considered.

Education Preferred

Experience

Required:

At least 3 years of previous experience as a trainer in a call center or customer service with a broad knowledge of training program design and delivery methods.

Skills

Required:

Strong, decision-making and interpersonal skills.

Excellent verbal land written communication skills. Ability to write routine reports and correspondence.

Excellent Microsoft Office skills (Excel, PowerPoint, Word).

Strong analytical and organizational skills.

Ability to interpret technical data, processes, operating and maintenance instructions and procedure manuals.

Attention to detail.

Must be a strong team player willing to work toward achieving team goals.

Must be flexible to meet the changing training needs.

Preferred:

Bilingual in one of LA Care Health Plan’s threshold languages is highly desirable. English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Physical Requirements

Light

Additional Information

Salary Range Disclaimer: The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change.

+ Paid Time Off (PTO)

+ Tuition Reimbursement

+ Retirement Plans

+ Medical, Dental and Vision

+ Wellness Program

+ Volunteer Time Off (VTO)