Job Summary

Provides training to newly hired members of the Customer Service Team for all Lines of Business. Provides cross training and refresher training to experienced members of the Customer Service Team. Provides training to other employees inother systems required to complete their job functions. Develops, organizes and maintains all training materials and manuals. Participates in the development and revision of Customer Service Team policies and procedures. Performs regular testing of the processes outlined in policies and procedures to validate their accuracy. Participates in project work when the development of a training process or new policy is required. Prepares performance assessments for all trainees during and upon completion of a course and conducts audits of all work processed by trainees in the training environment. Conducts meetings, presentations or In-Services to introduce new processes or products.

Job Duties

• Trains new employees and cross-trains experienced employees in all lines of business and functional areas of claims, membership member and provider services and pharmacy services.

• Includes follow up meetings with trainees after completion of class to monitor their comfort level in performing their job duties.

• Trains staff in applications in one-on-one, classroom, and train-the-trainer settings.

• Participates in the planning and preparation of assigned projects and educational programs.

• Supports health plan-wide implementations of new department, system, and system enhancement training projects.

• Provides retraining opportunities through in-services, policy reviews and refresher courses as needs are identified through the quality review process, team leader requests and as new programs are developed.

• Provides support by updating policies and forms.

• Participates in the implementation work group meetings to develop training materials for new products and processes.

• Maintains training rooms and equipment.

• Trains and mentors new training personnel.

• Develops, conducts and assesses an orientation program for new employees.

• Performs quality audits of trainees claims, membership and member and provider services processing to measure performance during the training period and to assess a trainees readiness to perform their assigned primary and secondary function.

• May participate in reviews of current workflow processes with the purpose of identifying improvements in processes for increased efficiency and accuracy.

• Creates and maintains course content, training materials and documentation that may include educational technology.

• Uses education theory and principles applied to the current health care environment, consults for, designs, and supports implementation of education programs to support training initiatives for health plan wide implementations, system upgrades, enhancements, and maintenance projects.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

*Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).

Position Details

Education

High School Diploma or Equivalent (GED)- (Required)

Experience

Minimum of 5 years-Relevant experience* (Required)

Certification(s) and License(s)

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY: We provide a safe environment for our patients and members and the Geisinger family We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.

We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.