Job Summary

　　Accountable for the identification, development and training needs for the Customer Service organization by consulting with the leaders of Enterprise Operations, Market and Product Development, Product Administration and the other business units (e.g. Medicaid, Individual). Will design, develop, implement and deliver curriculum to meet the current and future needs of Customer Service. This will include instructor led as well as e-learning (e.g. Computer Based Training). Develop and deliver company-wide product training and New Employee Orientation.DIRECTION EXERCISED:Will be responsible for mentoring Customer Service Training Specialist, Supervisors, Leads and Coordinators.

　　Essential Functions

　　Develops, implements and evaluates educational / training strategies, including such methodologies as coaching, facilitation, developmental experience, and mentoring.

　　Research, assess and analyze employee / C/S organizational structure, needs and processes, utilizing available information and soliciting additional information through focus groups, interviews, and consultation with CS leadership team and business analysts, etc.

　　Complete detailed needs analysis and redesign training flows and methods for delivery for both foundation/core and product specific (e.g. PPO, H.S.A., etc.) training. Review of existing curriculum and determine appropriateness of “student-lead” e-learning versus Instructor-led training.

　　Create facilitator guides with Trainer checklists.

　　Create scenario/case study exercises, quizzes, role play activities.

　　Develop certifications process and tools for new hire and refresher training.

　　Build a Trainer toolbox with facilitation aids and conduct Train The Trainer (T3) sessions demonstrating adult learning techniques.

　　Seeks and hires vendors and manages participant’s timeliness and budgets to develop CBT’s, videos or tutorials.

　　Implement a training approach that is consistent, flexible, relatable, hands-on, scalable and fun utilizing adult learning techniques.

　　Develop and administer feedback mechanisms with learners, leads and supervisors after 60 days in the job to create process improvements and continuously refine content and approach.

　　Work closely with Customer Service leadership and Quality Assurance team to support improvement of consumer experience related to survey feedback.

　　Review all misquotes and management review cases and perform root cause analysis (RCA) and make process improvement recommendations.

　　Qualifications

　　Required:

　　Bachelor's Degree in Business, Human Resources, Education or other related field (or equivalent)

　　5 years of relevant experience experience in developing and implementing organizations-wide learning curriculum.

　　One of the following certifications:

　　Certified Coding Specialist (CCS) - AHIMA American Health Information Management Association Coding or

　　Certified Professional Coder - AAPC American Academy of Professional Coders Coding or

　　Certified Outpatient Coder (COC) or

　　Registered Health Information Technician (RHIT) - AAPC American Academy of Professional Coders or

　　Registered Health Information Administrator (RHIA) - AHIMA American Health Information Management Association

　　Preferred:

　　Master's Degree in related field

　　2 years of relevant experience experience in managed care and/or health care

　　Public speaking experience

　　Training experience in a call center environment with a strong focus on customer service excellence

　　Demonstrated ability in training needs assessment, design, development, deliver and skills evaluations

　　Certified Documentation Improvement Practitioner (CDIP)

　　Certified Clinical Documentation Specialist (CCDS)

　　Physical Demands

　　Pallet to Waist (6" from floor) > 5 lbs: Seldom up to 10 lbs

　　Waist to Waist > 5 lbs: Seldom up to 10 lbs

　　Waist to Chest (below shoulder) > 5 lbs: Seldom up to 10 lbs

　　Waist to Overhead > 5 lbs: Seldom up to 10 lbs

　　Bilateral Carry > 5 lbs: Seldom up to 10 lbs

　　Unilateral Carry > 5 lbs: Seldom up to 10 lbs

　　Pushing Force > 5 lbs: Seldom up to 10 lbs

　　Pulling Force > 5 lbs: Seldom up to 10 lbs

　　Sitting: Frequently

　　Standing: Occasionally

　　Walking: Occasionally

　　Forward Bend - Standing: Seldom

　　Forward Bend - Sitting: Occasionally

　　Trunk Rotation - Standing: Seldom

　　Trunk Rotation - Sitting: Occasionally

　　Reach - Above Shoulder: Seldom

　　Reach - at Shoulder or Below: Seldom

　　Handling: Occasionally

　　Forceful Grip > 5 lbs: Seldom

　　Forceful Pinch > 2 lbs: Seldom

　　Finger/Hand Dexterity: Frequently

　　Primary Location

　　SITE - Beaumont Service Center - 26901 Beaumont Blvd

　　Department Name

　　Quality - CDI

　　Employment Type

　　Full time

　　Shift

　　Day (United States of America)

　　Weekly Scheduled Hours

　　40

　　Hours of Work

　　8:00 a.m. to 4:30 p.m.

　　Days Worked

　　Monday to Friday

　　Weekend Frequency

　　N/A

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　　Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

　　Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

　　An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.

　　You may request assistance in completing the application process by calling 616.486.7447.

　　People are at the heart of everything we do, and the inspiration for our legacy of outstanding outcomes, innovation, strong community partnerships, philanthropy and transparency. Corewell Health is a not-for-profit health system that provides health care and coverage with an exceptional team of 60,000+ dedicated people—including more than 11,500 physicians and advanced practice providers and more than 15,000 nurses providing care and services in 22 hospitals, 300+ outpatient locations and several post-acute facilities—and Priority Health, a provider-sponsored health plan serving more than 1.2 million members. Through experience and collaboration, we are reimagining a better, more equitable model of health and wellness.