Call Center Training Specialist

Overview

 

Now hiring a PCSC Training Specialist

Responsible for assessing, developing, delivering, documenting, and evaluating learning and training programs for specific jobs or processes for Presbyterian Customer Service Center. Responsible for providing customer service for members in the Salud, Medicare, IBAC, and Commercial plans; Provider Care; PMG patient scheduling; Financial Services; and Broker Services

How you belong matters here.

We value our employees' differences and find strength in the diversity of our team and community.

At Presbyterian, it's not just what we do that matters. It's how we do it - and it starts with our incredible team. From Information Technology to Food Services and beyond, our non-clinical employees make a meaningful impact on the healthcare provided to our patients and members.

Why Join Us

• Full Time - Exempt: No
• Job is based Rev Hugh Cooper Admin Center
• Work hours: Days
• Benefits: We offer a wide range of benefits including medical, wellness program, vision, dental, paid time off, retirement and more for FT employees.
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Ideal Candidate: Three years job experience in closely related field of training or equivalent experience with customer service. Performing all aspects of learning facilitation, training, and blended learning methodology with minimal guidance.

 

Qualifications

• High school diploma.
• Must be capable of performing all aspects of learning facilitation, training, and blended learning methodology with minimal guidance.
• Possess effective coaching, group facilitation skills, presentations, excellent written and verbal communication skills.
• Knowledge and experience in working within the assigned technical content areas (i.e. claims analysis, contracting, business office processes, call center, or other business applications) of specific learning and training programs to be delivered is required.
• Knowledge of PCSC programs , Facets, Epic, and Medipac.
• Microsoft Office Word, Excel, PowerPoint, Access, Outlook.

Responsibilities

• Develops, implement, and delivers knowledge, behavioral and skill-based learning, including technical training, for Presbyterian employees.
• Maintains technical skills with products and services by working on the phones 60% on average annually.
• Works with Learning Consultants and Operations Managers to determine learning and training needs. Assesses the development and performance needs of the target audience.
• Develops learning and training materials, including participant workbooks, audio-visual materials, and facilitator guides.
• Conducts evaluations of courses and other learning programs.
• Coordinates new employee training programs in the PCSC.
• Makes knowledgeable recommendations about new programs and technologies to enhance learning. Educates other members of the PCSC Team on new learning and training programs, as they are developed.
• Contributes to developing and maintaining the PCSC Training file directories.
• Serves as team representative on committees and task forces as needed.
• Demonstrates working knowledge of effective training techniques, adult learning, curriculum development, and continuous quality improvement.
• Maintains and develops knowledge and skills in assigned technical and/or non-technical content areas for which the PCSC provides training. Work assignments to maintain functional skills and knowledge will result in an annual ratio of 60% CSR functions versus 40% training functions.
• Actively engages in personal mastery and continuous learning focusing on theories, tools, techniques and best practices for developing the skill, knowledge, and behavioral learning capability of constituents.

Benefits

We offer more than the standard benefits!

Presbyterian employees gain access to a robust wellness program, including free access to our on-site and community-based gyms, nutrition coaching and classes, wellness challenges and more!

Learn more about our employee benefits:

https://www.phs.org/careers/why-work-with-us/benefits

Why work at Presbyterian?

As an organization, we are committed to improving the health of our communities. From hosting growers' markets to partnering with local communities, Presbyterian is taking active steps to improve the health of New Mexicans. For our employees, we offer a robust wellness program, including free access to our on-site and community-based gyms, nutrition coaching and classes, wellness challenges and more.

Presbyterian's story is really the story of the remarkable people who choose to work here. The hard work of our physicians, nurses, employees, board members and volunteers grew Presbyterian from a tiny tuberculosis sanatorium to a statewide healthcare system that serves more than 875,000 New Mexicans.

About Presbyterian Healthcare Services

Presbyterian Healthcare Services exists to improve the health of patients, members and the communities we serve. We are a locally owned, not-for-profit healthcare system of nine hospitals, a statewide health plan and a growing multi-specialty medical group. Founded in New Mexico in 1908, we are the state's largest private employer with nearly 14,000 employees - including more than 1,600 providers and nearly 4,700 nurses.

Our health plan serves more than 580,000 members statewide and offers Medicare Advantage, Medicaid (Centennial Care) and Commercial health plans.

About Our Regional Delivery System

Presbyterian's Regional Delivery System is a network of six hospitals and medical centers throughout rural New Mexico including locations in Clovis, Espanola, Ruidoso, Santa Fe, Socorro and Tucumcari. Our regional facilities are home to more than 1,600 clinical and non-clinical employees who help make Presbyterian the state's largest private employer with nearly 14,000 statewide employees. With a variety of services ranging from general surgery to pediatrics to heart and cancer care, our regional employees are proud to provide close-to-home care for their communities.

We are part of New Mexico's history - and committed to its future. That is why we will continue to work just as hard and care just as deeply to serve New Mexico for years to come.

About New Mexico

New Mexico continues to grow steadily in population and features a low cost-of living.

Varied landscapes bring filmmakers here from around the world to capture a slice of the natural beauty New Mexicans enjoy every day. Our landscapes are as diverse as our culture - from mountains, forests, canyons, and lakes, to caverns, hot springs and sand dunes.

New Mexico offers endless recreational opportunities to explore and enjoy an active lifestyle. Venture off the beaten path, challenge your body in the elements, or open yourself up to the expansive sky. From hiking, golfing and biking to skiing, snowboarding and boating, it's all available among our beautiful wonders of the west.

AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.

Maximum Offer for this position is up to

USD $33.14/Hr.

Compensation Disclaimer

The compensation range for this role takes into account a wide range of factors, including but not limited to experience and training, internal equity, and other business and organizational needs.