Training and Quality Monitoring Associate

FLSA Status: Non-Exempt
Department: Customer Service
Reports To: Manager, Customer Service Training and Quality

Employee Unit: Employees in this classification are represented by Service Employees International Union (SEIU) Local No. 521

GENERAL DESCRIPTION OF POSITION

The Training and Quality Monitoring Associate designs, develops and delivers training programs for the Customer Service department and conducts evaluations and assessments of call activities. This individual identifies trends and incorporates findings into existing and new trainings to improve performance in a manner that maintains compliance with Medicare and Medi-Cal regulatory requirements and achieves Call Center service-level objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty listed below.

1. Design, develop, coordinate and conduct training programs for new and existing Customer Service staff to meet regulatory requirements and Call Center service-level objectives.
2. Participate in Call Center telephone quality performance by answering a limited number of inbound calls each month involving SCFHP program services and benefits to gain “real-life” experience with the call handling process. Partner with the Customer Service Quality Manager to monitor and evaluate live and recorded calls to ensure they are being handled in accordance with the Quality Monitoring Program.
3. Select appropriate training methods per case such as shadowing to observe and listen to calls to ensure they are being handled in accordance with training guidelines and protocols; provide feedback to staff and Management based on observations.
4. Prepare and maintain clear and concise quality scorecards and reports to determine the effectiveness of training, determine the impact on Key Performance Indicators and provide feedback to staff and Management.
5. Assess instructional effectiveness through quality assessments of the training program to develop and improve training materials, learning assessments, and the evaluation tools used to measure program quality and training.
6. Participate in Customer Service team meetings, quality calibration sessions, and other internal or cross-functional meetings as necessary to understand company-wide needs of Customer Service and to keep abreast of work process changes affecting the Call Center.
7. Perform other related duties as required or assigned.

REQUIREMENTS – Required (R)   Desired (D)

The requirements listed below are representative of the knowledge, skill, and/or ability required or desired.

1. Associate’s Degree in Training and Development, Instructional Design, or related field, or two years of equivalent experience. (R)
2. Minimum one year of experience designing, developing and conducting training programs. (R)
3. Ability to assess training methods and deliver programs using a variety of techniques based on the audience. (R)
4. Exceptional speaking and presentation skills. (R)
5. Strong interpersonal skills with the ability to collaborate with others and work as a team. (R)
6. Adhere to assigned work schedule, being prepared and ready to begin work at the assigned time and in accordance with the team schedule. (R)
7. Experience in a health care setting. (D)
8. Knowledge of health care field related to Medi-Care, Medi-Cal, and Managed Care HMO operations. (D)
9. Spanish, Vietnamese, Chinese, or Tagalog language bi-lingual skills. (D)  
10. Working knowledge and the ability to efficiently operate all applicable computer software including computer applications such as Outlook, Word, Excel, PowerPoint, and Visio. (R)
11. Ability to use keyboard with moderate speed and high level of accuracy. (R)
12. Excellent communication and presentations skills including the ability to express oneself clearly and concisely over the telephone, in person, in group settings or in writing. (R)
13. Ability to think and work effectively under pressure and accurately prioritize and complete tasks within established timeframes. (R)
14. Ability to think and work effectively under pressure and accurately prioritize and complete tasks within established timeframes. (R)
15. Ability to assume responsibility and exercise good judgment when making decisions within the scope of the position. (R)
16. Ability to maintain confidentiality. (R)
17. Ability to comply with all SCFHP policies and procedures. (R)
18. Ability to perform the job safely with respect to others, to property and to individual safety (R)

WORKING CONDITIONS

Generally, duties are primarily performed in an office environment while sitting or standing at a desk. Incumbents are