L.A. Care Health Plan
Customer Solution Center Training Specialist II
L.A. Care Health Plan, Los Angeles, California, United States, 90079
Customer Solution Center Training Specialist II
Join to apply for the
Customer Solution Center Training Specialist II
role at
L.A. Care Health Plan . Salary Range:
$77,265.00 (Min.) - $100,445.00 (Mid.) - $123,625.00 (Max.) Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan, serving more than 2 million members with a focus on providing the right care at the right place, at the right time. Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.
Job Summary
The Customer Solution Center Training Specialist II is responsible for conducting functional training for Customer Solution Center (CSC) staff in Customer Service, HIPAA Compliance, Plan Partner agreements, Departmental Policies and Procedures (including product operations), supervisory/managerial onboarding, and related work processes. The role also develops, maintains, and facilitates training (new and remedial) on Specialty Lines of Business (e.g., Cal MediConnect, L.A. Care Covered), and technology/system enhancements and updates (QNXT, CRM tools, SharePoint, etc.).
Income includes coordinating and facilitating monthly remedial training on identified areas of improvement (e.g., Appeals and Grievances, Claims) using methods such as web, LMS, and PowerPoint, and collaborating with other units to develop and implement technical procedures for triage of phone calls. The position also trains Customer Service Vendors on new CSC processes and updated Desk Level Procedures.
Responsibilities
Coordinate and conduct training on customer service, product operations, HIPAA compliance, Plan Partner agreements, and departmental policies and procedures.
Develop and update training programs for the CSC and related systems/technologies (e.g., QNXT, CRM tools, SharePoint).
Lead monthly remedial training sessions and measure effectiveness through surveys and performance studies, reporting findings to the Training Supervisor.
Oversee new staff during the first 8 weeks to ensure performance goals and standards are met; design scorecard audits for CSC performance and coordinate mini-surveys.
Collaborate with Human Resources to tailor specialized training programs for the CSC departments (Call Center, Membership Information, Member Relations).
Train Customer Service Vendors on new processes and updated procedures; develop tiered learning modules for advancement training.
Teach teaching outlines and select instructional methods; create and use training aids and materials; update training programs.
Coordinate with Quality Review to identify training needs and report results to the Training Supervisor.
Maintain trainee records and ensure training materials reflect current information.
Qualifications
Education:
Bachelor's Degree required. In lieu of degree, equivalent education and/or experience may be considered.
Experience:
At least 3 years of experience as a trainer in a call center or customer service with knowledge of training program design and delivery methods.
Skills:
Strong decision-making, interpersonal, verbal and written communication, and Microsoft Office (Excel, PowerPoint, Word) skills. Strong analytical and organizational abilities. Ability to interpret technical data, processes, and procedure manuals. Detail-oriented and a strong team player who can adapt to changing training needs.
Preferred:
Bilingual in one of L.A. Care’s threshold languages (English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese).
Other Requirements
Licenses/Certifications:
Required Training and Certifications where applicable.
Physical:
Light
Work Environment:
Primarily office/remote training activities as part of CSC operations.
Benefits
Paid Time Off (PTO)
Tuition Reimbursement
Retirement Plans
Medical, Dental and Vision
Wellness Program
Volunteer Time Off (VTO)
Job Details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Consulting, Information Technology, and Sales
Industries: Hospitals and Health Care
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Join to apply for the
Customer Solution Center Training Specialist II
role at
L.A. Care Health Plan . Salary Range:
$77,265.00 (Min.) - $100,445.00 (Mid.) - $123,625.00 (Max.) Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan, serving more than 2 million members with a focus on providing the right care at the right place, at the right time. Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.
Job Summary
The Customer Solution Center Training Specialist II is responsible for conducting functional training for Customer Solution Center (CSC) staff in Customer Service, HIPAA Compliance, Plan Partner agreements, Departmental Policies and Procedures (including product operations), supervisory/managerial onboarding, and related work processes. The role also develops, maintains, and facilitates training (new and remedial) on Specialty Lines of Business (e.g., Cal MediConnect, L.A. Care Covered), and technology/system enhancements and updates (QNXT, CRM tools, SharePoint, etc.).
Income includes coordinating and facilitating monthly remedial training on identified areas of improvement (e.g., Appeals and Grievances, Claims) using methods such as web, LMS, and PowerPoint, and collaborating with other units to develop and implement technical procedures for triage of phone calls. The position also trains Customer Service Vendors on new CSC processes and updated Desk Level Procedures.
Responsibilities
Coordinate and conduct training on customer service, product operations, HIPAA compliance, Plan Partner agreements, and departmental policies and procedures.
Develop and update training programs for the CSC and related systems/technologies (e.g., QNXT, CRM tools, SharePoint).
Lead monthly remedial training sessions and measure effectiveness through surveys and performance studies, reporting findings to the Training Supervisor.
Oversee new staff during the first 8 weeks to ensure performance goals and standards are met; design scorecard audits for CSC performance and coordinate mini-surveys.
Collaborate with Human Resources to tailor specialized training programs for the CSC departments (Call Center, Membership Information, Member Relations).
Train Customer Service Vendors on new processes and updated procedures; develop tiered learning modules for advancement training.
Teach teaching outlines and select instructional methods; create and use training aids and materials; update training programs.
Coordinate with Quality Review to identify training needs and report results to the Training Supervisor.
Maintain trainee records and ensure training materials reflect current information.
Qualifications
Education:
Bachelor's Degree required. In lieu of degree, equivalent education and/or experience may be considered.
Experience:
At least 3 years of experience as a trainer in a call center or customer service with knowledge of training program design and delivery methods.
Skills:
Strong decision-making, interpersonal, verbal and written communication, and Microsoft Office (Excel, PowerPoint, Word) skills. Strong analytical and organizational abilities. Ability to interpret technical data, processes, and procedure manuals. Detail-oriented and a strong team player who can adapt to changing training needs.
Preferred:
Bilingual in one of L.A. Care’s threshold languages (English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese).
Other Requirements
Licenses/Certifications:
Required Training and Certifications where applicable.
Physical:
Light
Work Environment:
Primarily office/remote training activities as part of CSC operations.
Benefits
Paid Time Off (PTO)
Tuition Reimbursement
Retirement Plans
Medical, Dental and Vision
Wellness Program
Volunteer Time Off (VTO)
Job Details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Consulting, Information Technology, and Sales
Industries: Hospitals and Health Care
We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr