CareAdvantage Trainer

Under the general guidance from the CareAdvantage Manager, the CareAdvantage Trainer is responsible for assessing and fulfilling the training needs of the CareAdvantage Department. This includes designing, developing, implementing, evaluating, and delivering staff development programs including general orientation, job-specific orientation, one-on-one support, and refresher training programs for the CareAdvantage team. 

Position overview

Essential Functions:

• Develop, organize, maintain, evaluate, and continually improve training materials and curriculum for the CareAdvantage team, using concepts and best practices of learning design.
  • This includes training content to support call center operations, enrollment/disenrollment activities, member assessment activities, and new hire onboarding.
• Facilitate and conduct training for all CareAdvantage team members, using a variety of methods and modalities e.g., in-person, virtual, asynchronous, individual coaching, or group trainings. 
• Ensure materials are in compliance with company policies and regulatory requirements.
• Collaborate with CareAdvantage leadership and the CareAdvantage Quality Monitoring Analyst to identify staff training and development needs for improved performance.
• Identify and work closely with Subject Matter Experts (SMEs) to capture their input on learning materials.
• Update or implement new training materials and learning programs in response to new policies, procedures, systems, products, benefits, organizational goals, and/or requirements.
• Evaluate trainees’ skills and knowledge application, as well as the learning experience and curriculum design, on a regular cadence; provide feedback and revise the learning curriculum as needed to ensure high performance and that quality-related goals are met.
• Monitor training completion and track progress, providing regular reports to departmental leadership.

• Partner with the Learning and Development team to design and develop effective training content and delivery methods consistent with a learner-centered approach to training design; actively participate in the HPSM Trainers Community of Practice, which includes ongoing development opportunities and coaching support.
• Complete hands-on tasks of daily CareAdvantage operations as assigned, to maintain expertise in the tasks and responsibilities of the trainees; utilize this experience to continually improve materials and ensure that the CareAdvantage training programs are grounded in practical, up-to-date knowledge.
• Stay up to date with and contribute to team operations, for example by participating in cross-functional meetings and projects with the Call Center, Enrollment/Disenrollment, and Member Assessment units.
• Deliver CareAdvantage training modules to other departments, to support organizational goals and needs.

Secondary Functions:

• Professionally represent the CareAdvantage Department and/or HPSM in internal and external meetings as required.
• Analyze the effectiveness and reliability of existing department processes and procedures and collaborate with CareAdvantage leadership to identify potential process improvements.
• May assist with incoming and/or outgoing calls as needed based on departmental call volumes.
• Perform other duties and special projects as assigned.

Requirements

These are the qualifications typically needed to succeed in this position. However, you don’t need to meet every requirement to apply. 

Education and experience

• High school diploma or equivalent; Bachelor’s Degree in a healthcare, education, or related field preferred.
• Previous experience in customer service role; call center experience preferred.
• Two (2) years or more experience training or teaching, including materials and curriculum development.

Knowledge of:

• Personal computers and proficiency in Microsoft Office Suite applications, including Outlook, Word, Excel, and PowerPoint.
• Medicare and Medi-Cal programs.
• Best practices in customer service, especially telephone-based services.
• Software relevant to medical claims, member grievance management, and/or customer relationship management.

Ability to:

• Work cooperatively with others.
• Work as part of a cross-functional team and support team decisions.
• Demonstrate excellent verbal and written communication skills with various audiences and individuals of diverse backgrounds.
• Work under pressure and within strict timeframes.
• Adapt to changes in requirements/priorities for daily and specialized tasks.
• Perform problem research, use analytical skills, and effectively influence positive outcomes.
• Develop and maintain strong professional relationships with a diverse range of people.
• Utilize a personal computer including the range of Microsoft Office products (Word, Excel, PowerPoint, Access, and Outlook).
• Use initiative, work independently, and demonstrate sound professional judgement.

Other:

• Must have a flexible schedule with the ability to work remotely or onsite to accommodate required training events, including some extended hours.
• Bilingual proficiency in Spanish, Tagalog, Mandarin, or Cantonese preferred.

Salary and benefits

The starting salary range is $30.29 - $38.31 per hour, depending on the candidate’s work experience.

Excellent benefits package includes:

• HPSM-paid premiums for employee’s medical, dental and vision coverage (employee pays 10% of each dependent’s premiums)
• Fully paid life, AD&D and LTD insurance
• Retirement plan (HPSM contributes equivalent of 10% of annual compensation)
• 12 paid holidays a year, 12 paid sick days a year and paid vacation starting at 16 days a year
• Tuition reimbursement plan
• Employee wellness program

It is HPSM's policy to provide equal employment opportunities for all applicants and employees.  HPSM does not unlawfully discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex, age, sexual orientation, veteran status, registered domestic partner status, genetic information, gender, gender identity, gender expression, or any other characteristic protected by applicable federal, state, or local law.  HPSM also prohibits discrimination based on the perception that an applicant or employee has any of those characteristics or is associated with a person who has or is perceived to have any of those characteristics.