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Individual Service Representative/Trainer

Company: PacificSource
Location: Springfield
Posted on: January 9, 2022

Job Description:

Looking for a way to make an impact and help people?Join PacificSource and help our members access quality, affordable care!PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, national origin, sex, sexual orientation, gender identity or age.Diversity and Inclusion: PacificSource values the diversity of the people we hire and serve. We are committed to creating a diverse environment and fostering a workplace in which individual differences are appreciated, respected and responded to in ways that fully develop and utilize each person's talents and strengths.Position Overview: Provide training, coaching and mentoring to new individual representatives, create training materials, create and update department policies and procedure, update training matrix, create training schedules, and audit calls on a monthly basis. Provide professional, high quality customer service to individual applicants, members, producers, and internal customers.Essential Responsibilities: Provide one-on-one training with new hires for the first 90 days, along with follow-up training for the first 12 months as needed.Provide daily and/or weekly status reports to team leader during training.Develop and maintain training schedules and training documents in MS Word and in SharePoint. Develop and administer skill checks before, during, and after training.Actively coach and mentor new hires and/or less experienced reps by teaching, building confidence, and reinforcing the skills necessary for being a successful as an individual representative. Develop and maintain training books, materials and policies and procedures. Conduct monthly call audits for each rep providing feedback in Call Copy for quality assurance and training purposes. Review telephone etiquette with all new employees. Serve as a resource to other Representatives on daily tasks, providing support and being available to back up when additional coverage is needed. Participate in project meetings as assigned.Maintain a high level of knowledge related to Individual lines of business and processes.Lead and/or participate in process improvement and new technology to ensure efficiency and effectiveness.Ability to back up the individual representative positions as needed. This includes answering phones and performing all duties associated with these roles. Participate in system upgrade testing and update documentation as needed.Work with Training Coordinator and other department trainers to develop and facilitate Mentor Lessons for ongoing department training.Supporting Responsibilities: Meet department and company performance and attendance expectations.Consistently demonstrate commitment and support in meetings and training sessions.Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.Perform other duties as assigned.SUCCESS PROFILEWork Experience: Minimum of three years' experience in health insurance or related field required with at least six months in Commercial Membership Department required. Previous training experience preferred. Education, Certificates, Licenses: High school diploma or equivalent required.Knowledge: Excellent customer service skills needed with verbal, telephone and written communication skills. Requires problem solving skills and being able to multi-task. Also the ability to define and prioritize problems and manage workload without direction. Research skills and the ability to evaluate and define processes needed. Ability to effectively articulate rates and processes to internal and external customers. Exceptional grammar, spelling, punctuation, consistency, proofreading, and editing skills. Requires basic math skills and spreadsheet skills.Competencies Building Customer LoyaltyBuilding Strategic Work RelationshipsContributing to Team SuccessPlanning and OrganizingContinuous ImprovementAdaptabilityBuilding TrustWork StandardsEnvironment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately less than 5% of the time.Our ValuesWe live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:We are committed to doing the right thing.We are one team working toward a common goal.We are each responsible for customer service.We practice open communication at all levels of the company to foster individual, team and company growth.We actively participate in efforts to improve our many communities-internally and externally.We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.We encourage creativity, innovation, and the pursuit of excellence.Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.

Keywords: PacificSource, Springfield , Individual Service Representative/Trainer, Other , Springfield, Oregon

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