Member Services Trainer

AFMC; Little Rock (AR); Hybrid; USD 45,000 - 55,000; Full time

Benefits offered by this job

None

Job summary

AFMC, Inc. seeks a Member Services Trainer to lead new-hire training for multiple lines of business, ensuring objectives are met and delivery is engaging. You will coordinate training programs, track progress, and provide ongoing coaching to staff.

The role requires 3 years in the Medicaid-focused healthcare domain, strong public speaking and organizational skills, and the ability to travel as needed. This is a full-time, remote role based in Little Rock, AR, with strict confidentiality and

Qualifications

• Three (3) years in the focus area of the position, understanding of the Medicaid Guidelines.
• Desirable: Previous supervisory experience.
• Experience within the healthcare arena, understanding of the Medicaid Guidelines.

Responsibilities

• Conduct full scope new hire training classes for assigned lines of business.
• Ensure class objectives and learning curve performance metrics are achieved.
• Conduct analysis to identify needs and recommend appropriate solutions for training, communication, and coaching.
• Handle all aspects of personnel training management and ensure staff training on policy and procedure.
• Assist with planning, design, development and implementation of computerized multimedia training courses.
• Conduct coaching and feedback sessions to set and review progress toward goals.
• Develop and implement training material for improving customer service interactions.
• Make recommendations to improve training processes.
• Work with management to achieve high satisfaction between staff and customers.
• Serve as training SME in business projects.
• Improve programs by obtaining feedback from participants and management.
• Maintain continuity and accuracy of training materials with procedures and systems.
• Maintain a training schedule for assigned lines of business.
• Present training programs professionally with interactive methods.
• Prepare, facilitate and complete training classes including materials and setup, logins, access and admin tasks.

Skills

Public speaking

Coaching

Organizational skills

Confidentiality

Multitask

Flexibility

Creativity

Travel

Education

High School

Job description

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Job Title

Member Services Trainer

Job Type

Full-Time

Category

Location

Work from Home LR Based - Little Rock, AR 72201 US (Primary)

Education

High School

Travel

Job Description

SCOPE OF POSITION:

Facilitates various levels of customer service training to efficiently and effectively bring new hires up to speed before releasing them to live work situations. Provides classroom training to multiple lines of business while ensuring all class objectives are achieved. Conducts evaluations for individuals as needed to identify new training needs and provides feedback to management. Coordinates all assigned projects, ensures projects are completed by target deadlines and provides project status updates to management. Must lead and direct daily work of member service representatives. Provide side-by-side staff coaching and training.

ESSENTIAL JOB FUNCTIONS:

• Conduct full scope new hire training classes for assigned lines of business.
• Ensure class objectives and learning curve performance metrics are achieved.
• Conduct analysis to identify needs and recommend appropriate solutions that distinguish between training, communication, and coaching and development opportunities
• Handles all aspects of personnel training management. Ensures that all staff receive proper training on all aspects of their job including company policy and procedure.
• Assist with the planning, design, development and implementing of computerized multimedia training courses, assign, track, and maintain employees training records.
• Conduct coaching and feedback sessions with employees to establish and review goals on individual progress toward goals and performance.
• Develop and implement training material related to improving customer service interactions with the development of best practices telephone interactions.
• Make recommendations to implement and improve training processes.
• Work with management to ensure that highest level of mutual satisfaction and service is achieved between office personnel and customers.
• Serves as the training SME in business projects.
• Improveprograms by obtaining feedback from participants and management.
• Ensures continuity and consistency of training materials with operating procedures and systems.
• Maintain a training schedule for assigned lines of business.
• Utilize a professional and engaging approach in the presentation of training programs, ensuring interactive methods are employed.
• Responsible for all training class preparation, facilitation and completion, including materials and classroom set-up/preparation, requesting log-ins and database access, and administrative functions pre-, during- and post-class.
• Ensure the quality and accuracy of employees’ work. Check that staff meets goals on time.
• Help staff resolve problems. Serve as their resource and guide; keep working relationships positive.
• Maintain current knowledge of corporate contracts within their area of responsibility.
• Adhere to the AFMC QA/QC Standards of Excellence.
• Meet regularly with manager and director to stay informed, to offer information and support for inter-departmental projects and to confer on organizational goals, objectives and policies.
• Prepare and submit weekly, monthly, quarterly and annual reports on program progress and performance.
• Follow AFMC, state and federal protocols regarding data confidentiality/security and HIPAA compliance.
• Additional duties as assigned.

PHYSICAL AND SENSORY REQUIREMENTS (WITH OR WITHOUT THE AID OF MECHANICAL DEVICES):

Mobility, reaching, bending, lifting, grasping, ability to read and write, ability to communicate with personnel, ability to remain calm under stress. Must be capable of performing the essential job functions of this job, with or without reasonable accommodations.

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to maintain confidentiality
• Strong organizational skills
• Understanding of terminology used within the specific area of responsibility
• Knowledge of regulations and requirements pertaining to the assigned area of responsibility
• Ability to work collaboratively and independently to achieve stated goals
• Strong public speaking skills
• Ability to relate professionally and positively with staff, business partners, customers, constituents, recipients and the public
• Ability to handle and react calmly under stressful situations
• Ability to delegate as required
• Coaching skills
• Flexibility
• Ability to prioritize
• Ability to multitask
• Creativity
• Ability to travel including overnight travel
• Ability to work overtime as needed
• Regular and punctual attendance required

Job Requirements

EXPERIENCE:
Required : Three (3) years in the focus area of the position, understanding of the Medicaid Guidelines.
Desirable : Previous supervisory experience. Experience within the healthcare arena, understanding of the Medicaid Guidelines

INTERNET REQUIREMENTS:
Reliable, high-speed wireless internet service (Wi‑Fi)
An upload speed of at least 5Mbps is required to support softphone functionality.

Equal Opportunity Employer/Veterans/Disabled EEO IS THE LAW

AFMC, Inc. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability or any other status protected by federal, state and/or local law. AFMC invites any employee and/or applicant to review the Company’s Affirmative Action Plan. This plan is available for inspection upon request, which may be made in person or by telephone [phone], by fax [phone] or by U.S. mail Attn: Human Resources, 1020 West 4th Street, Suite 400, Little Rock, AR 72201.