Member Experience 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 Experience Trainer is responsible for the Member Experience Training program and assists with the development of staff and to ensure that the representatives possess the skills and training necessary to communicate effectively with the plan's membership and providers.

General Duties/R esponsibilities (May include but are not limited to):

• Creates and is responsible for the accuracy of MS representative guides, participant training materials, job aids, on-the-job checklists, skill assessments, tests, and other instrumental materials .

• Facilitates a variety of training programs in operations skills, member service and employee development .

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

• Training consists of classroom programs, webinars, and on-the-job training with other MS representatives. Training is extended to our plan partners (i.e., MS satellite locations, answering service providers, etc.,) as needed.

• Ensures quality assurance and assesses training needs by routinely monitoring calls from trainees .

• Provides coaching to the MSRs and feedback to MS management .

• Monitors performance during training period to ensure the transfer of knowledge.

• Recommends additional performance solutions when appropriate .

• Ensures training objectives are met to include the completion of AHC required core training.

• Assists in evaluating and developing department staff .

• Routinely monitors performance and assists with conducting one-on-one coaching and course evaluations.

• Consistently provides a high level of service and is committed to increasing member satisfaction .

• Key resource for the day-to-day functions Demonstrates adherence to Department Performance Standards in addition to enforcement of company policies and modeling of Core Values and Team Attributes.

• Focuses on delivering Signature Experiences and achieving successful results with the AHC Net Promoter Surveys.

• When not actively conducting training, and call volume necessitates , employee will actively assist with incoming calls.

• Will assist with creating department policies and procedures as required .

• Assists in ensuring individual appearance and demeanor reflects the desired level of professionalism and holds staff accountable for the same.

• Required to travel.

• Flexible, work extended hours as required .

Supervisory Responsibilities:

N/A

Job Requirements:

Experience:

Required:

• 3+ years of e xperience in training and/or supervisory role.

• 2+ years call center experience.

Education/Licensure:

Required: High school diploma or general education degree (GED)

Preferred: Associate degree or equivalent work experience

Specialized Skills

Required:

• Bilingual (English/Spanish).

• Technical Skills: Ability to read and interpret documents such as policies and procedures and technical instruction manuals.

• Writing Skills: Ability to write routine reports and correspondence.

• Platform/Presentation Skills: Ability to speak effectively before groups of customers or employees of the organization.

• Mathematical Skills: Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance. Knowledge of common fractions and decimals.

• Reasoning Skills: Ability to apply good reasoning to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

• Intermediate Microsoft Office Suite skills (Word, Excel, PowerPoint , Teams ) . Ability to learn Alignment proprietary software

• Detail Oriented.

• Self-motivated.

• K nowledge of best practices for soft & hard telephone techniques

Preferred:

• 1-2 yea rs of c urrent or previous experience working in Medicare.

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

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 .