Operations Trainer

Centivo • Fulltime • Buffalo, NY, USA, United States • $71k - $81k / year • 3m ago

We exist for workers and their employers -- who are the backbone of our economy. That is where Centivo comes in -- our mission is to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills.

Centivo is looking for an Operations Trainer! The Operations Trainer is responsible for the development and delivery of the Centivo training programs for Claims and Member Care (customer service), including the delivery of the new hire curriculum required to train entry-level candidates hired for the claim’s examiner and/or member care representative roles. Training is a critical component for continuous improvement, and the Operations Trainer will be responsible for delivering a curriculum for existing employees that require on-going training and work plans with measurable outcomes. This individual is accountable for day-to-day oversight of training classes, curriculum development and delivery, the assessment of trainee performance and the evaluation of understanding and effectiveness of the training program. The Operations Trainer will partner with leadership to understand training needs, customize programs for business needs, and communicate with technical business partners.

Responsibilities Include:

Direct oversight of programs to train and/or re-train staff to support department operations including claims processing, adjustments, overpayment recoupment, auditing, member care processes, and other operations-centric activities.
Develop and maintain training curriculum, clearly identifying training module content, learning objectives, and training/job aids.
Enhance and improve the training manuals as needed based on evolving workflows, procedures, or compliance requirements.
Deliver training sessions, as needed, to inform staff on new policies, procedures, systems, and business requirements.
Conduct training evaluations to assess the effectiveness of training and use findings to improve future programs.
Work and collaborate with department management to support the development and maintenance of training materials, policy and procedures, and standard operational guidelines.
Partner with the quality department to identify inconsistencies, as well as implementation of controls and changes to systems and policies that support quality performance.
Assist in the coaching of staff towards meeting and exceeding performance expectations for quantity, quality, timeliness, and efficiency.
Monitor, document, and review the progress of trainees through audit results, progress reports, and discussions with managers/supervisors.
Using data from quality audits to perform claims troubleshooting to identify issues, as needed, and work with appropriate staff to resolve them.
Provide constructive feedback, including progress reports, to Supervisors, Managers, and Directors of Operations.
Constant verbal and written communication with staff and other business associates by telephone, correspondence, or in person.
Ownership of the policy and procedure program facilitation, ensuring consistency and minimal standards are met, coordinating the roll-out across the Centivo organization.
Ensure department resource site and knowledge base systems are up to date with the most accurate training materials and standard operating procedures.
Duties and responsibilities are not intended to be all-inclusive; they represent key elements considered necessary to successfully perform the role.

Qualifications:

Required Skills and Abilities:

Knowledge of principles of training adults and transferring knowledge from training room to workspace.
Strong organizational and interpersonal skills, with the ability to communicate effectively, both verbally and in writing. This includes presentation skills to both individuals and groups.
Excellent writing and editing skills and ability to summarize complex information clearly and accurately.
Well-organized and detail-oriented.
Ability to work with, coach, and lead several individuals concurrently.
Excellent critical/analytical thinking and problem-solving skills.
Ability to correctly interpret and explain claims processing rules, regulations, and procedures to new and tenured employees.
Strong customer service skills, aptitude, and communication.

Education and Experience:

2 years of experience in healthcare training, instructional design, including delivery content, learning objectives and training evaluations preferred.
2 years of experience in health care plans and processing claims, preferably in a self-funded environment.
2 years of experience in customer service and/or sales.
Prior experience with a highly automated and integrated claim adjudication system.
Proficient experience in MS Word, Excel, Outlook, and PowerPoint and e-Learning technology (preferably Articulate 360)

Preferred Qualifications:

Javelina and/or HealthRules Payor experience preferred.

Work Location:

Candidates located within commuting distance of our Buffalo office will be considered in-person. All other applicants will be considered for remote positions.

Pay Transparency
The ranges we place in our job postings reflect what we anticipate to be the minimum to maximum of the base salary for this role. Additionally, our overall benefits package includes a few things you may consider towards a total compensation such as bonus, health benefits (some employer paid), PTO, and equity option grants.

Salary Range

$71,000—$81,000 USD

Our Values:

Resilient – This is wicked hard. There is no easy button for healthcare affordability. Luckily, the mission makes it worth it and sustains us when things are tough. Being resilient ensures we don’t give up.
Uncommon - The status quo stinks so we had to go out and build something better. We know the healthcare system. It isn’t working for members, employers, and providers. So we’re building it from scratch, from the ground up. Our focus is on making things better for them while also improving clinical results - which is bold and uncommon.
Positive – We care about each other. It takes energy to do hard stuff, build something better and to be resilient and unconventional while doing it. Because of that, we make sure we give kudos freely and feedback with care. When our tank gets low, a team member is there to be a source of new energy. We celebrate together. We are supportive, generous, humble, and positive.

Who we are:

Centivo is an innovative health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Anchored around a primary care based ACO model, Centivo saves employers 15 to 30 percent compared to traditional insurance carriers. Employees also realize significant savings through our free primary care (including virtual), predictable copay and no-deductible benefit plan design. Centivo works with employers ranging in size from 51 employees to Fortune 500 companies. For more information, visit centivo.com.

Headquartered in Buffalo, NY with offices in New York City and Buffalo, Centivo is backed by leading healthcare and technology investors, including a recent round of investment from Morgan Health, a business unit of JPMorgan Chase & Co.