Providence Health & Services Supervisor Training and Customer Service Support in Beaverton, Oregon
Providence St. Joseph Health is calling a Supervisor Training and Customer Service Support to our location in Beaverton, OR.
This position will supervise a team of professional Trainers with an emphasis on instructional design. The Training & Customer Service Support department is responsible for all Customer Service Training including: instructor led training, e-learning, and the creation and development of training material using instructional design techniques. This position is responsible for supporting timely, accurate and compassionate services for the customer service teams for all lines of business, including Medicare, Large and Small Group, Individual/FFM and ASO. Coordination with quality improvement initiatives and projects, supporting ongoing day-to-day production needs and creative problem-solving are a major focus. Outcomes of this work include continuous improvement in production, efficiency, quality and automation for call center training and other contacts in order to meet and exceed the service expectations of members, providers, employer groups, regulators and auditors.
TASKS AND RESPONSIBILITIES:
Establishing priorities and direct organization of widely diverse tasks to improve day to day operations and response to organizational, workflow, technology, quality, and other initiatives to provide service excellence to members.
Developing a work environment that supports employees and productivity by providing the tools, work space, training, positive atmosphere, and appropriate staffing levels to foster team building, efficiency, effectiveness, and positive morale.
Leading the redesign of the training curriculum to incorporate Instructional Design techniques focused on adult learning using E-learning software programs so training material meets industry standard.
Ensuring that service teams' needs are met, with limited resources, for training and documentation.
Facilitating organizational changes needed to keep pace with a dynamic industry. Boundaries, jobs and tasks will need to be altered as circumstances dictate.
Providing Quality Assurance support for customer service teams in achieving and sustaining desired levels of performance.
Representing Service Operations in the many cross-functional committees regarding strategic and tactical decisions.
Project management and problem solving duties requiring a high level of organizational, planning, communications, team, and promoting skills.
In this position you will have the following responsibilities:
Manage the curriculum redesign project for the Customer Service Training team.
Support the team of Trainers as they continually develop training curricula for Customer Service staff to stay current, to increase knowledge, and to become cross-functionally proficient, by providing classroom and individual instruction, e-learning modules and clear, current on-line documentation.
Perform routine quality assurance, individual accuracy audits for all customer service teams, providing timely and actionable reports to director and service team managers.
Manage coordination of all work, quality improvement activities, projects, objectives, and staffing of the department by working with Customer Service Training manager.
Provide a supportive, team-based environment that facilitates group decision making and caregiver empowerment.
Evaluate performance and initiate personnel actions such as hiring, merit increases, probationary and periodic reviews, promotions, transfers between teams, and disciplinary actions.
Foster a professional relationship with peers in Customer Service, Claims, RCGA, HCS, Provider Relations, QMM, Pharmacy, Group Service, Sales, Communications, Information Services, and Risk & Reimbursement.
Work with peers on new products, benefit changes, and new lines of business in order to establish service team coverage as well as the necessary system changes.
Required qualifications for this position include:
- Associate's Degree with 6 years related management/industry experience or High School diploma or GED and 8 years related management/industry experience
Preferred qualifications for this position include:
Bachelor's Degree in Business Management, Healthcare Administration, Accounting, or related field, plus 4 years management/industry experience or equivalent educ/experience
5 years Customer Service background in managed care environment
1 year experience in project management methods
1 year Demonstrated experience in navigating Behavioral Health benefits and policies
Superior knowledge of Health Plan operations, project management, and the Facets system
About Providence in Oregon.
As the largest healthcare system and largest private employer in Oregon, Providence offers exceptional work environments and unparalleled career opportunities.
The Providence Experience begins each time our patients or their families have an encounter with a Providence team member and continues throughout their visit or stay. Whether you provide direct or indirect patient care, we want our patients to feel that they are in a welcoming place where they can be comfortable and free from anxiety. Our employees create the Providence Experience through simple, caring behaviors such as acknowledging and welcoming each visitor, introducing ourselves and Providence, addressing people by name, providing the duration of estimated wait times and updating frequently if timelines change, explaining situations in a way that puts patients at ease, carefully listening to their concerns, and always thanking people for trusting Providence for their healthcare needs. At Providence, our quality vision is simple,
"Providence will provide the best care and service to every person, every time."
Providence is consistently ranked among the top 100 companies to work for in Oregon. It is also home to two of our award-winning Magnet medical centers. Providence hospitals and clinics are located in numerous areas, ranging from the Columbia Gorge to the wine country to sunny southern Oregon to charming coastal communities to the urban setting of Portland. If you want a vibrant lifestyle while working with a team highly committed to the art of healing, choose from our many options in Oregon.
We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit
As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.
Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
Job Category: Non-Clinical Lead/Supervisor/Manager
Req ID: 327397