Member Engagement Quality Assurance Trainer (Finance)

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.

The Member Engagement Quality Assurance Trainer is responsible for the development, maintenance and delivery of all Member Engagement training and ongoing development of staff through the department Quality Assurance program providing developmental feedback to staff and to evaluate that the representatives possess the knowledge, skills and competencies and training necessary to communicate effectively with the plan's membership and providers.

Job Duties/Responsibilities:

• Works collaboratively with Member Engagement management to ensure training is current, relevant and supports organizational initiatives .

• Develop s and owns Memb er Engagement and Quality Assurance training materials, manuals, job aids, checklists, skill assessments, workflows, individual and group tra i ning programs that target tangible business results .

• Facilitate s training programs using classroom programs, webinars, and on-the-job training for M ember Engagement representatives e nsur ing training objectives are met to include the completion of AHC required core training.

• Monitors performance during training period to ensure the training participants are proficient in material presented and r ecommends additional performance solutions when appropriate .

• Completes Quality Assurance ca ll audits regularly to assess training needs by routinely monitoring calls from trainees and active agents in production .

• Maintains expert knowledge of current workflow and call handling procedures, to ensure accuracy and efficiency of call evaluations.

• C oach es Member Experience Representatives based on Q uality Assurance audit results and provides feedback to M ember Engagement management based on results .

• Recognize s and identif ies training issues and error trends through Quality Assurance audit results and recommend s additional training .

• Participate s in Quality Assurance roundtable sessions to review and make recommendations regarding efficiency improvements, design of call monitoring forms and quality standards.

• A ssist s with incoming calls and/or outbound campaign calls , based on business needs

• Performs other duties as assigned.

Job Requirements:

Experience:

Required:

• 2-3 years of C all C enter experience

• Previous experience in training and/or Supervisory or Team Lead role.

Preferred:

• Solid knowledge and understanding of Medicare

• Previous Health Plan experience.

• Experience in Call Quality and Auditing

Education:

Required: High School Diploma or GED

Preferred: Associate degree

Specialized Skills:

Required:

• Ability to communicate positively , professionally and effectively with others ; provide leadership , teach and collaborate with others .

• Effective written and oral communication skills; ability to establish and maintain a constructive relationship with diverse members, management, employees and vendors;

• Mathematical Skills : Ability to perform mathematical calculations and calculate simple statistics correctly

• Reasoning Skills : Ability to prioritize multiple tasks; advanced problem-solving; ability to use advanced reasoning to define problems, collect data, establish facts, draw valid conclusions, and design, implement and manage appropriate resolution .

• Problem-Solving Skills : Effective problem solving, organizational and time management skills , effectively troubleshoot issues and ability to work in a fast-paced environment.

• Intermediate knowledge of Microsoft Office Suite (TEAMS, MS Word, Excel, PowerPoint)

Other:

Required:

• Ability to work flexible schedules to meet the operation al needs of a 24/7/365 business.

• Ability to travel for work with advanced notice.

• Maintain compliance with company dress code for all onsite and offsite events.

• Demonstrates adherence to Department Performance Standards in addition to enforcement of company policies and modeling Core Values and Team Attributes.

Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job . Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1 . While performing the duties of this job, the employee is regularly required to talk or hear . The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.

2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Pay Range: $53,210.00 - $79,815.00
Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/ . If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health's talent acquisition team, please email careers@ahcusa.com .