Customer Solution Center Training Specialist II

Company: L.A. Care Health Plan
Location: Los Angeles
Posted on: February 1, 2025

Job Description:

Customer Solution Center Training Specialist IIJob Category: Customer ServiceDepartment: CSC Training & PerformanceLocation: Los Angeles, CA, US, 90017Position Type: Full TimeRequisition ID: 11911Salary Range: $77,265.00(Min.) - $100,445.00(Mid.) - $123,625.00(Max.)Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation's largest publicly operated health plan, serving more than 2 million members.Mission: L.A. Care's mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents.The Customer Solution Center Training Specialist II is responsible for conducting functional training for Customer Solution Center (CSC) staff in customer service, HIPAA compliance, and departmental policies and procedures. This includes developing and facilitating training on specialty lines of business and technology/system enhancements.This position coordinates and assists with monthly remedial training to CSC staff on identified areas of improvement. It also oversees new staff during their first 8 weeks, ensuring they meet performance goals and department standards.Duties

• Formulates teaching outlines and determines instructional methods including individual training, group instruction, and workshops.
• Develops and selects teaching aids such as training handbooks, multimedia visual aids, and computer tutorials.
• Creates and conducts mini-surveys and performance studies within the Call Center.
• Conducts training sessions covering customer service, product operations, and other work processes.
• Tests trainees to measure progress and evaluate the effectiveness of training.
• Works with Human Resources to tailor specialized training programs for the Customer Solution Center Department.
• Performs other duties as assigned.Education RequiredBachelor's Degree (or equivalent education and/or experience).Experience RequiredAt least 3 years of previous experience as a trainer in a call center or customer service.Skills Required

• Strong decision-making and interpersonal skills.
• Excellent verbal and written communication skills.
• Strong analytical and organizational skills.
• Ability to interpret technical data and procedure manuals.
• Must be a strong team player and flexible to meet changing training needs.PreferredBilingual in one of L.A. Care Health Plan's threshold languages is highly desirable.Licenses/Certifications RequiredPhysical RequirementsLightAdditional InformationSalary Range Disclaimer: The expected pay range is based on many factors and is subject to change.L.A. Care offers a wide range of benefits including:
  • Paid Time Off (PTO)
  • Tuition Reimbursement
  • Retirement Plans
  • Medical, Dental, and Vision
  • Wellness Program
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Keywords: L.A. Care Health Plan, Los Angeles , Customer Solution Center Training Specialist II, Other , Los Angeles, California