Customer Advocacy Trainer - Temple Health Plan

Location: Temple, Texas US

Notice

This position is no longer open.

Requisition Number: 19014591

Position Title:

External Description:

The Customer Advocacy Trainer for Scott White Health Plan (SWHP) at Baylor Scott and White Health (BSWH) role will conduct new hire and on-going training of SWHP Customer Support for all levels (Advocate I, II, and III). Training will assist Advocates in developing proficiency for defined core competencies (at each career level) and will assist management in measuring achievement of those competencies. This role is critical to achieving and maintaining quality performance in providing �Best in Class� service.    
 
The Customer Advocacy Trainer for SWHP at BSWHP will have the following responsibilities:
 
  • Develops and maintains effective training curriculums, and conducts training for all Customer Advocate levels (I, II, and III) on business practices, eligibility, benefits, claims, systems, products and problem resolution
 
  • Proactively develops training programs to meet changing needs and revamps programs according to best practice and institutional goals and vision
 
  • Creates and maintains reference materials (tools, job aids, etc) to help Advocates in their efforts to resolve issues and provide �Best in Class� service
 
  • Effectively communicates with all SWHP operational departments, interfacing with Customer

  • Advocacy to ensure materials are current and accurate (Claims, Provider Relations, Prescription Services, Billing and Enrollment)
 
  • Develops and maintains lesson plans that support upward mobility
 
  • Participates in designing and maintaining of metrics and tolls to effectively evaluate the required

  • Core Competency levels of Advocates while in training and throughout Advocacy career
 
  • Strategizes with leadership on how to address and remediate performance gaps
 
  • Knowledge of health plan or healthcare products, services, and business operations and medical terminology
 
  • Demonstrate ability to assess employee training needs and provides feedback to management
 
  • Ability to exercise initiative, judgment and decision-making in meeting objectives
 
  • Comfortable working in a fast pace constantly changing stressful environment
 
  • Ability to apply Adult Learning Principles to the facilitation of training


The ideal Customer Advocacy Trainer for SWHP at BSWH will have excellent interpersonal skills and the ability to maintain cooperative working relationships with internal and external customers.    Must be detailed oriented, team player and possess strong organizational skills.

  • Location/Facility � Temple Health Plan 
    For more information on the facility, please click our Locations link.
  • Specialty/Department/Practice � Customer Service 
  • Shift/Schedule � Full Time Days 
  • Benefits � Our competitive benefits package includes*:
    • Immediate eligibility for health and welfare benefits
    • 401(k) savings plan with dollar-for-dollar match up to 5%
    • Tuition Reimbursement
    • PTO accrual beginning Day 1
*Note: Benefits may vary based upon position type and/or level.
 


  • Bachelors or Equivalent Experience 

  • 2+ years experience

City:

State:

Community / Marketing Title: Customer Advocacy Trainer - Temple Health Plan

Company Profile:

Location_formattedLocationLong: Temple, Texas US

CountryEEOText_Description: We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. To view the most recent EEO is the Law Poster, click here.

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviors that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products.

We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. To view the most recent EEO is the Law Poster, click here.