Total 1 Senior Executive level Education / Training job vacancies in Lourie Center - Rockville

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)

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