Trainer, Member Advocacy

Molina Healthcare•Long Beach, CA

About The Position

Provides training and subject matter expertise to the Care Connections outbound call appointment scheduling team. Also facilitates outbound scheduling support for members needing preventive care service delivery in the home, community and nursing facility settings. Contributes to overarching strategy to provide quality and cost-effective member care. Essential Job Duties • Facilitates customer service based training and provides subject matter expertise level support for the outbound call scheduling team setting appointments for members needing preventive care service delivery in home, community, and nursing facility settings for both new and incumbent employees. • Conducts assessments of individual staff training needs and learning methods, and develops and plans training accordingly. • Understands, interprets, and utilizes metrics to develop and update training to enable staff to provide excellent and consistent customer service. • Assesses training efficacy and adapts as needed. • Conducts outbound calls to members and schedules appointments with nurse practitioners for member preventive care services. • Understands and strives to meet or exceed call center metrics while providing high quality consistent customer service. • Removes barriers for members and escalates high-impact issues. • Performs timely documentation in electronic medical record (EMR) and provides daily audits and feedback. • Accurately schedules appointments to meet key metrics based on individual scripts and Care Connections, state, and business goals. • Maintains confidentiality and complies with Health Insurance Portability and Accountability Act (HIPAA). • Participates in special projects as assigned. • Facilitates customer service based training and provides subject matter expertise level support for outbound call scheduling team setting appointments for members needing preventive care service delivery in home, community, and nursing facility settings for both new and incumbent employees. • Conducts assessments of individual staff training needs and learning methods, and develops and plans training accordingly. • Understands, interprets, and utilizes metrics to develop and update training to enable staff to provide excellent and consistent customer service. • Assesses training efficacy and adapts as needed. • Conducts outbound calls to members and schedules appointments with nurse practitioners for member preventive care services. • Understands and strives to meet or exceed call center metrics while providing high quality consistent customer service. • Removes barriers for members and escalates high-impact issues. • Performs timely documentation in the EMR and provides daily audits and feedback. • Accurately schedules appointments to meet key metrics based on individual scripts and Care Connections, state, and business goals. • Maintains confidentiality and complies with Health Insurance Portability and Accountability Act (HIPAA). • Participates in special projects as assigned.

Requirements

At least 2 years experience in a customer service and/or call center environment, including experience training peers or others in a related field, or equivalent combination of relevant education and experience.
Recent experience as a Molina Care Connections Representative.
Subject matter expert in Care Connections outreach workflows, policies and procedures.
Ability to assess training needs and develop training program and materials.
Excellent customer service, active listening, verbal and written communication skills, and professional phone etiquette.
Strong independent thinking and problem-solving skills.
Empathy/passion for working with senior, disabled, low-income populations.
Ability to multi-task, set priorities and manage time effectively.
Flexibility in changing performance needs/learning objectives to meet business objectives and goals.
Ability to create positive working relationships with peers, and effectively manage conflict.
Strong attention to detail.
Strong problem- solving skills.
Microsoft Office suite/applicable software program(s) proficiency.
Bilingual (English and at least 1 additional language as required).

Nice To Haves

Experience training call center representatives in an outbound appointment setting environment or similar service setting environment.

Responsibilities

Facilitates customer service based training and provides subject matter expertise level support for the outbound call scheduling team setting appointments for members needing preventive care service delivery in home, community, and nursing facility settings for both new and incumbent employees.
Conducts assessments of individual staff training needs and learning methods, and develops and plans training accordingly.
Understands, interprets, and utilizes metrics to develop and update training to enable staff to provide excellent and consistent customer service.
Assesses training efficacy and adapts as needed.
Conducts outbound calls to members and schedules appointments with nurse practitioners for member preventive care services.
Understands and strives to meet or exceed call center metrics while providing high quality consistent customer service.
Removes barriers for members and escalates high-impact issues.
Performs timely documentation in electronic medical record (EMR) and provides daily audits and feedback.
Accurately schedules appointments to meet key metrics based on individual scripts and Care Connections, state, and business goals.
Maintains confidentiality and complies with Health Insurance Portability and Accountability Act (HIPAA).
Participates in special projects as assigned.
Facilitates customer service based training and provides subject matter expertise level support for outbound call scheduling team setting appointments for members needing preventive care service delivery in home, community, and nursing facility settings for both new and incumbent employees.
Conducts assessments of individual staff training needs and learning methods, and develops and plans training accordingly.
Understands, interprets, and utilizes metrics to develop and update training to enable staff to provide excellent and consistent customer service.
Assesses training efficacy and adapts as needed.
Conducts outbound calls to members and schedules appointments with nurse practitioners for member preventive care services.
Understands and strives to meet or exceed call center metrics while providing high quality consistent customer service.
Removes barriers for members and escalates high-impact issues.
Performs timely documentation in the EMR and provides daily audits and feedback.
Accurately schedules appointments to meet key metrics based on individual scripts and Care Connections, state, and business goals.
Maintains confidentiality and complies with Health Insurance Portability and Accountability Act (HIPAA).
Participates in special projects as assigned.