Apply on Employer Site

CalOptima · 13 hours ago

Training Program Coordinator

Orange, CA

Full-time

Hybrid

Entry, Mid Level

$58K/yr - $90K/yr

2+ years exp

CalOptima is a mission-driven community-based organization that serves member health with excellence and dignity. The Training Program Coordinator will create and deliver training programs to enhance the skills of Customer Service staff, coordinate training for new hires, and assess training effectiveness through feedback and performance metrics.

GovernmentHealth CareNon Profit

Comp. & Benefits

Responsibilities

Participates in a mission-driven culture of high-quality performance, with a member focus on customer service, consistency, dignity and accountability

Assists the team in carrying out department responsibilities and collaborates with others to support short- and long-term goals/priorities for the department

Facilitates training for new hires and existing staff

Develops, implements and maintains a comprehensive training program based on departmental requirements

Monitors, oversees and sets direction for training participants and reports any concerns to department leadership

Maintains departmental desktop procedures, knowledge articles and other business resources to ensure accuracy and availability to staff

Conducts training needs assessments, identifies learning gaps and provides solutions for new and existing staff

Performs operational gap assessments and prepares training mitigation plans based on call center quality trends and audit findings

Provides monthly feedback (report card) to CS management and staff on opportunities for improvement

Serves as a liaison between CS and other departments (Office of Compliance, Pharmacy Management, etc.) for regulatory updates and determines CS training impact

Assists in completing training related to Corrective Action Plans (CAPs) for audits

Coordinates and maintains the training calendar and ensures appropriate resource availability to conduct training

Collaborates interdepartmentally to represent the needs of the department

Acts as a subject matter expert (SME) resource related to Medi-Cal benefits and services

Completes other projects and duties as assigned

Qualification

Training program developmentCustomer service experienceTraining needs assessmentBilingual (English + language)Project management skillsAnalytical skillsCommunication skillsCollaboration skillsProblem-solving skillsOrganizational skills

Required

High school diploma or equivalent PLUS 2 years of experience in a training or team lead capacity in operation services or health care required, preferably in a managed care environment in the related area of responsibility (i.e., customer service, quality improvement, grievances and appeals); an equivalent combination of education and experience sufficient to successfully perform the essential duties of the position such as those listed above may also be qualifying