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.
DIRECTION EXERCISED:
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 / CS 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 in Business, Human Resources, Education or other related field (or equivalent)
5 years of relevant experience experience in developing and implementing organizations-wide learning curriculum.
One of the following certifications:
Certified Coding Specialist (CCS) - AHIMA American Health Information Management Association Coding or
Certified Professional Coder - AAPC American Academy of Professional Coders Coding or
Certified Outpatient Coder (COC) or
Registered Health Information Technician (RHIT) - AAPC American Academy of Professional Coders or
Registered Health Information Administrator (RHIA) - AHIMA American Health Information Management Association
Preferred:
Master's Degree in related field
2 years of relevant experience 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
Certified Documentation Improvement Practitioner (CDIP)
Certified Clinical Documentation Specialist (CCDS)
Primary Location
SITE - Beaumont Service Center - 26901 Beaumont Blvd
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 to Friday
Weekend Frequency
N/A
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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.
