Customer Service Trainer

Who we are

Community Health Plan of Washington is an equal opportunity employer committed to a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to any actual or perceived protected characteristic or other unlawful consideration.

Our commitment is to:

• Strive to apply an equity lens to all our work. 
• Reduce health disparities. 
• Become an anti-racist organization. 
• Create an equitable work environment. 

About the Role

Design, document and implement technical training and quality assurance programs, including operational processes for staff, healthcare providers and end users to create an exceptional partnering and learning experience. Responsibilities may include program and process documentation, design and implementation of quality assessment activities, and group training.

To be successful in this role, you:

• Possess three (3) years’ experience as a Customer Service Representative in managed healthcare, or call center customer service.
• Possess experience in healthcare insurance industry strongly preferred.
• Possess experience with working with Customer Service systems such as Business Information systems, Health Management Systems, Provider One, Pharmacy PBM preferred.
• Possess experience developing or delivering adult learning preferred.
• Possess experience coordinating or managing projects preferred.
• Possess experience in technical or professional writing preferred.

Essential functions and Roles and Responsibilities:

• Works closely with the Director of Customer Service and other identified subject-matter experts to design workflows and develop policies and procedures.
• Performs individual and team needs analysis and evaluate and assess end user competencies.
• Designs and expands training and development material based on the needs of the industry, company and department including developing training materials that include slide desks with notes, narration scripts, instructor guides, knowledge checks, handouts, and technical guides.
• Produces eLearning modules based on established or new learning content including narrated slide decks, quizzes, screen-capture technology, and other interactive content.
• Conducts one-on-one and classroom instruction for the customer service staff (or arrange for specific experts to lead sessions).
• Conducts end user training needs analysis and identifies training and development needs within Customer Service.
• Consults with CS Management to measures success of learning programs and uses quality audit findings to revise documentation and training as needed. Responsible for quality and consistency of course content.
• Works with CS Supervisors and CS Leads to develop a just-in-time communications and training and ensure customer service staff is trained in a timely fashion and continually informed of updates/changes.
• Mentor other instructors in the subject matter, content, and course delivery techniques for assigned technical courses.
• Assists in the development of all Customer Service resources through Support Point.
• Supports the development and maintenance of program policies and procedures.
• Sets training schedules and reviews training expectations with internal departments and external provider groups to promote and support optimal utilization of the Health Maps system portal.
• Employees are expected to report to work as scheduled, participate in all assigned meetings, and meet established performance and accountability standards.
• Other duties as assigned. Essential functions listed are not necessarily exhaustive and may be revised by the employer, at its sole discretion.

Knowledge, Skills, and Abilities:

• Ability to create and deliver training and training materials for all audiences.
• Ability to effectively present ideas and concepts to all levels of audiences.
• Knowledge of adult learning styles and ability to modify training plans in response to learner needs.
• Proficiency and experience with Microsoft Office products.
• Demonstrate professional courtesy to others and ability to maintain confidentiality.
• Organization, time management, and project management skills.
• Meet attendance and punctuality standards.
• Ability to work independently and meet scheduled deadlines.
• Collaborate with others in a respectful manner.

As part of our hiring process, the following criteria must be met:

• Complete and succes