Trainer, Patient Support Call Center
Company: Optum
Location: Torrance
Posted on: May 8, 2022
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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
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