Trainer, Patient Support Call Center

Company: Optum
Location: Torrance
Posted on: May 8, 2022

Job Description:

OVERVIEW OF POSITION: Responsible for the ongoing development, coordination, facilitation and delivery of department training programs for the Patient Support Center (PSC) to individuals, small and large groups. Acts as an extension of the Education & Development department within the Patient Support Center. ESSENTIAL FUNCTIONS: - Acts as a liaison in coordinating the education and development training needs/courses of department staff. - Trains new Patient Support Center Representatives and Nurses on CSM, workflows, departmental procedures, resource center, TARs. Provides ongoing training to existing staff. - Designs and develops training documentation, manuals and training performance evaluations. Maintains and updates all training documentation including scripting, policies and procedures and flowcharts. - Conducts departmental orientation and completes checklist for new employees. - Completes ISCA and ISER forms (activate and deactivate) for department staff. - Performs call monitoring according to departmental policies and procedures. - Trains staff on scripting utilization. - Keeps track of staff access levels in all necessary systems. - Maintains training position path for every staff member and position in the PSC. - Reinforces productivity and process measures. - Performs periodic competency testing and/or skills assessments of department staff and participates in the performance evaluation process. - Receives and evaluates feedback to identify training opportunities and ongoing improvements to departmental programs. - Recognizes financial, medical and legal risks based on data collected during customer interactions and follows appropriate procedures. - Acts as a back-up to Patient Support Center Analyst. - Participates in departmental and organizational committees as assigned. - Writes and administers policies and procedures as requested. - Uses, protects, and discloses Optum patients' protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards. - Performs additional duties as assigned. EDUCATION: - High school degree/GED (preferred) or equivalent experience. - Bachelor's degree preferred. EXPERIENCE: Minimum: - Minimum: Over 1 year and up to and including 3 years of experience in classroom facilitation with groups of 10-15, conducting needs assessments and evaluation training programs and materials. - Preferred: Call center experience. - Preferred: Over 3 years and up to and including 5 years of experience. - Preferred: Experience in customer service training. - Preferred: Experience with blended learning styles. - Preferred: Management training experience. - Preferred: Experience in software/applications support or training environment - 1 or more years experience in a healthcare setting. KNOWLEDGE, SKILLS, ABILITIES: - Must pass Patient Support Center screening test. - Computer literate. - Proficient in Microsoft Office applications (Word, Excel). - Excellent verbal and written communication skills. - - Ability to transfer knowledge to clients with diverse cultural backgrounds, educational experiences and learning styles. - Ability to present information formally and informally to educationally diverse groups. - Ability to learn quickly, multi-task and work in a fast-paced environment. - Ability to multi-task. - Detail-oriented. - Knowledge of medical terminology preferred. - Bilingual preferred. UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status. Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance. Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Here you'll find incredible ideas in one incredible company and a singular opportunity to do your life's best work.(SM) Diversity creates a healthier atmosphere: Optum and its affiliated medical practices are Equal Employment Opportunity/Affirmative Action employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. Optum and its affiliated medical practices is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Keywords: Optum, Torrance , Trainer, Patient Support Call Center, Human Resources , Torrance, California