What are the responsibilities and job description for the Operations Training Coordinator position at PacificSource Health Plans?
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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, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person’s talents and strengths.
Coordinate and support training initiatives across operational teams, including facilitation of onboarding and ongoing education as needed. Assess departmental training needs and organize continued learning opportunities for all representatives. Develop and maintain training materials that promote service excellence, accuracy, and productivity. Create and manage mentoring resources, desktop guides, and reference tools. Ensure department policies and procedures are regularly reviewed and updated.
Essential Responsibilities:
- Design, maintain, and deliver training and mentoring programs that equip representatives to provide high-quality service.
- Maintain and update training resources to support effective research techniques and operational performance.
- Collaborate with leadership teams to support all aspects of training, including the identification of ongoing training needs for representatives.
- Provide mentorship and guidance to trainers to support their professional development.
- Develop and update training materials and schedules, ensuring publication follows established procedures (e.g., via SharePoint), and coordinate with trainers to maintain consistency.
- Identify opportunities for process improvement and actively contribute to initiatives that enhance operational efficiency, accuracy, and effectiveness.
- Monitor representative accuracy and identify areas requiring additional training or support.
- Participate in leadership, team, and department meetings, mentor training, and team building activities.
- Investigate and settle issues not resolvable by representatives or specialists. Relay information for dispute resolution to appropriate departments and personnel.
- Actively participate in ad hoc meetings, committees, or project initiatives.
Supporting Responsibilities:
- Serve as a communication liaison between individual contributors and leadership throughout training.
- 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: Minimum of 2 years of experience within a healthcare industry training environment required. CPT/ICD-10 coding preferred.
Education, Certificates, Licenses: High school diploma or equivalent required.
Knowledge: Proficient understanding of services performed within operations. Familiarity with medical insurance, medical terminology, coding (CPT/ICD-10), and standard medical billing practices. Strong written and verbal communication skills. Knowledge of effective training and coaching strategies. Experience with Microsoft Word and Excel preferred. Proficient computer skills, including typing and 10-key required. Working knowledge of SharePoint, including content design and publishing.
Competencies
Adaptability
Building Customer Loyalty
Building Strategic Work Relationships
Building Trust
Continuous Improvement
Contributing to Team Success
Planning and Organizing
Work Standards
Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 5-15% of the time.
Skills:
Accountability, Collaboration, Communication (written/verbal), Flexibility, Listening (active), Organizational skills/Planning and Organization, Problem Solving, Teamwork
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.
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