PRINCIPAL RESPONSIBILITIES:**Under the general guidance from the Sr. Director, Member Services, the Training and Development Supervisor is responsible to assess the training needs of member services staff and to design develop, implement, evaluate, and deliver staff development programs including general orientation, job specific orientation, and refresher training programs for Member Services personnel. Design and deliver of the Member Services training program to ensure the effectiveness of the Member Services training initiatives and evaluate their impact on staff development. Provides information (e.g., benefits, services, call center systems and applications) to build a highly skilled, confident, and productive workforce aligned with the organizational goals.

　　Principal responsibilities include:**

　　Train Member Services staff (including consultants and temporary employees) to support call center operations including eligibility verifications, explanation of benefits, new member orientations, PCP assignment and referral information, member complaints, member satisfaction evaluations, member retention efforts, and other member-centric activities.

　　Direct supervision of member services staff (including temporary staff).

　　Supervisory responsibilities include hiring/terminating, disciplinary actions, assigning/checking work, plan/appraise job performance measurements, performance reviews, compensation recommendations, new hire orientation and training.

　　Accomplishes quality assurance objectives by monitoring, reviewing, and enforcing policies and procedures.

　　Collaborates with the Learning, Development and Quality Supervisor, QA Manager, Sr. Manager to develop and maintain the Member Services training curriculum, clearly identifying training module content, learning objectives, and training/job aids that meet DMHS and DHCS regulatory standards and NCQA requirements.

　　Deliver training sessions to the department as needed to inform staff of new policies, procedures, systems, and requirements.

　　Conduct training evaluations to assess the effectiveness of training and use findings to improve future programs.

　　Collaborate with the Member Services leadership team to identify staff training and development needs for improved performance and provide resources and training to meet those needs.

　　Assist in the coaching of staff towards meeting and exceeding performance expectations for quantity, quality, timeliness, and efficiency.

　　Communicate with diverse audiences (e.g., employees, management, other sites) to provide information and clarification regarding training programs, actions, policies, procedures, and best practices.

　　Conducts refresher training and ongoing training of existing employees.

　　Monitors progress of new team members by coaching and developing for improvement and providing on-the-job training as needed.

　　Delivers feedback to the department.

　　Assists with operational and quality duties as needed.

　　Utilizes reporting to manage improvements in individual and team performance.

　　Manages change through effective communication support of change.

　　Maintain positive, consistent, and effective communication.

　　Accepts change by demonstrating a positive attitude when change occurs.

　　Supports the call center by participating in cross-functional meetings to give input on improvement opportunities.

　　Facilitate training classes on new and existing products and services.

　　Assist in the handling of complex customer complaints and inquiries. Inform and collaborate with other departments to resolve member grievances.

　　Take calls and act as roaming Supervisor during All-Hands situations.

　　Set up and maintain training facilities and related training materials.

　　Identify and work closely with SMEs to design, develop and refine engaging programs in various formats (documentation, live and virtual facilitation, online, video, etc.).

　　Provide one-on-one coaching in training to ensu e exceptional customer service.

　　Work in conjunction with the Quality Assurance team to ensure training and quality goals are met.

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