Customer Service Trainer
PacificSource

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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: Facilitate all department training including new hire, multi program, and ongoing training needs. Assist Training Coordinator and Team Leads in identifying department training needs. Assist with auditing and mentoring, and facilitate mentor meetings. Provide excellent customer service primarily by telephone to all PacificSource customers. Participate on committees and projects as assigned.

Essential Responsibilities:

• Present training program that assures Customer Support Representatives are trained to provide excellent customer service.
  
• Provide continued training to develop appropriate research techniques and resources necessary to resolve member questions and issues.
  
• Assist Training Coordinator and department leadership to identify training needs and develop mentor lessons for the department.
  
• Facilitate Mentor lessons; administer skill checks, and record results.
  
• Develop positive working relationships with all staff and utilize those connections to increase internal and external satisfaction.
  
• Work closely with the Training Coordinator and facilitate mentor meetings in order to actively coach and mentor new hires, reps, and specialists by teaching, building confidence, and reinforcing the skills necessary for successful call handling.
  
• Take a leadership role in demonstrating a high level of customer focus by promoting a positive work environment with minimal distractions.
  
• Assist with monitoring and auditing functions and provide feedback to customer support representative as assigned.
  
• Actively participate in the customer service phone queue as call volume demands.
  

Supporting Responsibilities:

• Meet department and company performance and attendance expectations.
  
• Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
  
• Perform other duties as assigned.
  

SUCCESS PROFILE

Work Experience: At least one year of PacificSource Customer Service call center experience required, including six months as a Customer Support Specialist; or one year external training experience; or a combination of both totaling one year of experience required. Training experience preferred. CPT/ICD-10 coding preferred.

Education, Certificates, Licenses: High School Diploma or equivalent required.

Knowledge: Proficient in Customer Support Specialist duties. Understanding of medical insurance and medical terminology, coding and standard medical billing practices. Proficient computer skills, typing, and 10-key required. Strong written and verbal communication skills. Knowledge of effective training and coaching strategies.

Competencies

• Building Customer Loyalty
  
• Building Strategic Work Relationships
  
• Contributing to Team Success
  
• Planning and Organizing
  
• Continuous Improvement
  
• Adaptability
  
• Building Trust
  
• Work Standards
  

Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately less than 10% of the time.

Our Values

We 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.

This job has expired.