Medicare/Medicaid CSR Trainer

Paycom; Winchester (KY); On-site; USD 18,000 - 25,000; Full time

Job summary

Paycom in Winchester, KY is hiring a Trainer for Customer Service Representatives supporting Marketplace Affordable Care Act enrollees. Based in our Winchester call center, the Trainer will design, deliver and evaluate training programs focused on CMS regulations, healthcare benefit knowledge, customer service best practices and effective call handling techniques.

The Trainer will ensure CSRs are equipped with the knowledge and skills to provide accurate, empathetic, and compliant assistance to

Qualifications

• High School diploma or GED required.
• 3+ months experience in a call center or customer service environment preferred.
• Previous experience with computers, phone systems, and headsets preferred.
• Successfully pass pre-employment background check.
• Handling incoming and outgoing calls with patience, tact, and courtesy.
• Enter information into computer database as required, while following instructions and conducting a scripted interview.
• Attend meetings and trainings to maintain current client information on regulations, policies, and procedures.
• Escalates calls to supervisor when necessary and appropriate.
• Adheres to client-specific policies including confidentiality and privacy.
• Tracks call-related information for auditing and reporting purposes

Responsibilities

• Design, deliver and evaluate training programs focused on CMS regulations, healthcare benefit knowledge, customer service best practices and call handling techniques.
• Develop and implement comprehensive CSR training to empower empathetic, compliant service to CMS beneficiaries.
• Ensure CSRs are equipped with knowledge and skills to provide accurate and supportive assistance.
• Provide, receive and seek feedback to improve team performance and operations.

Skills

Call center experience

Customer service

Communication skills

Team collaboration

Education

High School diploma or GED

Tools

Computers

Phone systems

Headsets

Job description

Paycom in Winchester, KY is hiring a Trainer for Customer Service Representatives supporting Marketplace Affordable Care Act enrollees. Based in our Winchester call center, the Trainer will design, deliver and evaluate training programs focused on CMS regulations, healthcare benefit knowledge, customer service best practices and effective call handling techniques.

The Trainer will ensure CSRs are equipped with the knowledge and skills to provide accurate, empathetic, and compliant assistance to