COMPANY OVERVIEW:
HealthAxis is a prominent provider of core administrative processing system (CAPS) technology, business process as a service (BPaaS), and business process outsourcing (BPO) capabilities to healthcare payers, risk-bearing providers, and third-party administrators. We will transform the way healthcare is administered in the United States by providing innovative technology and services that uniquely solve critical healthcare payer challenges negatively impacting member and provider experiences.
We live and work with purpose, care about others, act with integrity, communicate with transparency, and don’t take ourselves too seriously.
We're not just about business – we're about people. Our commitment to a people-first approach shapes everything we do, from collaborating as a team to serving our valued clients. We believe that creating a vibrant and human-centric environment can inspire engagement, empower our team members, and ignite a sense of purpose in all that we accomplish. The position also supports quality assurance and compliance efforts.
PURPOSE AND SCOPE:
The primary goal of this role is to design, deliver, and update training programs for customer service representatives, team leaders, and supervisors. It emphasizes the importance of staying current with new products, features, and service offerings.
PRINCIPAL RESPONSIBILITIES AND DUTIES
- Training, orientation, and development of new and existing department staff; adjust training to fit participant needs.
- Coordinates with senior staff, supervisors, and stake holders to create and develop training curriculum and course material; keeps all training materials and resourced updated.
- Plans and organizes training events, coordinating logistics such as location, materials, and trainers.
- Collects and evaluates feedback during training sessions to gauge effectiveness.
- Conducts live audits during the nesting stage post-training and follows up with additional training as necessary.
- Brings new hires back into a follow up training session after nesting to see what additional training may needed.
- Logs training completion and materials into the Training Management System promptly
- Assists with Queue calls when needed.
- Identifies trends in training evaluations and makes recommendations based on Trend Tracker and suggestions made by clients during Call Calibrations
- Provides training and presentations and facilitates discussions in a learning format independently or as a co-trainer/facilitator.
- Performs audits to assess compliance with company procedures and contract language.
- Periodically reviews business processes to identify and recommend process improvements that increase efficiency and/or accuracy.
- Observes internal control procedures and evaluates their effectiveness.
- Prepares and maintains accurate audit working papers and files to support audit findings.
- Works with Quality Assurance to assist with auditing, determine what additional training may be needed and trend tracking.
- Supports Team Leads and Supervisors in coaching’s.
- Conducts weekly Huddles with the Call Center Team to discuss trends and training opportunities.
- Maintains accurate and timely records of reports, presentations, and other materials.
- High school graduate or equivalent. Bachelors degree preferred.
- Required 2-4 years of related experience. Preferred experience in healthcare/hospital/HMO preferred.
- An equivalent combination of education, training, and experience
- Strong leadership and critical thinking skills
- Ability to read and interpret documents and calculate figures and amounts.
- Excellent oral and written communication skills including good grammar, voice, and diction.
- Proficient in Microsoft Office, strong computer skills
- Outstanding customer service skills: friendly, courteous, and helpful.