Medical Assistance Specialist 4 Trainer (MAS4/MCS)

Description

Medical Assistance Specialist 4 Trainer (MAS4/MCS)71028314
This position trains customer service team members of the Medical Assistance Customer Service Center (MACSC) team to provide high quality customer service over the phone to Medicaid clients and providers. This is a creative and collaborative position that develops curriculum, creates training material, and presents to staff including new hires. If you are a personable and thorough individual who is able to communicate complex policies and procedures in a way that is easy to understand, this may be the position for you.

Due to the COVID-19 pandemic, remote work is currently expected. When approved to return to the office, the incumbent will work with their supervisor to identify an appropriate work schedule and balance, including telework and reporting to the Olympia office for work activities.

Per Governor Inslee’s Proclamation 21-14 state employees must be fully vaccinated no later than October 18, 2021. Your vaccine status will be verified at New Employee Orientation. Please note, medical or religious accommodation may be available, once an offer of employment is made.

About the position:
This position is part of the division of Medicaid Customer Service Division (MCS) Operations team and reports to the Training Manager. This position serves MCS primarily to the Medical Assistance Customer Service Center (MASCS) and is responsible for supporting critical curriculum development and deployment to 350+ customer service agents. MCS trainers identify provide training on new and existing processes, including training new hires. The position develops new trainings and refines existing trainings. This position provides subject matter expertise, engages in process improvement, and participates in projects to support operations.

The MCS division is responsible for providing customer service to over 2M Medicaid Clients and 40K Medicaid Providers across the state of Washington. In addition, the MCS division is responsible for cost avoidance and cost recovery from responsible third-party payers and ensuring that the correct party pays first. This position supports the mission of HCA by evaluating training needs and working in collaboration with the MCS Training Supervisors to enhance the MCS Training program.

Duties

Some of what you will do:
Training Delivery

• 
  Applies evidence-based learning approaches to curricula delivery, including adult learning theory, social learning theory, and neuroscience to achieve performance outcomes and objectives.
• Serves as a designated trainer and specialist in a call center environment.
• Delivers curriculum, workshops, communications, and other learning in-person, remotely, and in other blended learning settings with fidelity to the materials, objectives, and learning performance outcomes.
• Presents, guides/drives, supports, and/or is accountable for remote and in-person trainings, huddles, internal communications, and instruction.
• Creates an inclusive learning environment for a diverse audience of adult learners.
• Conducts effective assessment of learner knowledge, skill, and development.

Training Development

• Creates or augments comprehensive curricula and effective instructional strategies, course materials and assessment techniques for courses, including lessons, guides, aids, activities, scenarios, and handouts).
• Identifies training opportunities, and using learning design theory in developing training plans and curricula.
• Works collaboratively with other training staff and subject matter experts in developing and revising curricula to ensure all training material is correct and meets quality and effectiveness expectations.
• Analyzes trends in learning to ensure effective delivery and developing materials that meet learning and performance requirements.
• Provides review and audit of existing training courses to support continual process improvement.
• Creates, maintains, and updates all digital resources documents required by staff to perform essential job functions.
• Assists in development and maintenance of MCS e-learning curriculum.

Operations Support

• Supports tracking of training completion, record of training hours completed, and skill set list.
• Plans, develops, and maintains training and policy/procedure information on SharePoint.
• Engages in quality improvement processes by identifying methods to streamline policies and procedures to enhance internal and external customer service.
• Researches and identifies workflow and system problems; recommending and implementing new/revised procedures and monitors ongoing system operations.

Qualifications

Required qualifications:

Bachelor’s degree in education or closely related field

AND

2 years of experience developing and delivering training OR 2 years of experience providing direct customer counseling in areas of health care and insurance, disabilities, and/or other related health care benefits; health insurance premiums; claims processing, adjudication, and
investigation; or other health care related experiences.

OR

1 year as a Medical Assistance Specialist 3 and experience providing direct customer counseling in areas of health care and insurance, disabilities, and/or other related health care benefits; health insurance premiums; claims processing, adjudication, and investigation; or other health care related experiences.

Additional relevant experience will substitute for the required education on a year-for-year basis.

Preferred qualifications:

• 
  Demonstrates proficiency in planning, design, and project management skills.
• Ability to work effectively and communicate with program staff, all levels of HCA Staff (including HCA executives) and stakeholders (such as the Department of Enterprise Services).
• Ability to adapt to changing business needs, conditions, and work responsibilities, adjust work habits and methods and using organizational skills to manage multiple competing deadlines.
• Additional experience developing classroom and blended learning material of a complex subject matter to ensure knowledge and skill acquisition for professional employees.
• Additional experience instructing and facilitating adults in a variety of learning modalities and settings.
• Experience with e-learning software such as Articulate Storyline, Camtasia, PowerPoint, Excel, Word and Adobe.
• Experience in the statewide Training Learning Center.
• Demonstrates the ability to provide learning experiences that are measurable for knowledge and behavior change.
• Experience in public/private healthcare.

How to apply:

Only candidates who reflect the minimum qualifications on their NEOGOV profile will be considered. Failure to follow the application instructions below may lead to disqualification. To apply for this position you will need to complete your profile and attach:

• A cover letter that specifically addresses how you meet the qualifications for this position.
• Current resume
• Three professional references

Supplemental Information

About the HCA:
The Washington State Health Care Authority (HCA) is committed to whole-person care, integrating physical health and behavioral health services for better results and healthier residents.

HCA purchases health care for more than 2.5 million Washington residents through Apple Health (Medicaid), the Public Employees Benefits Board (PEBB) Program, and the School Employees Benefits Board (SEBB) Program. As the largest health care purchaser in the state, we lead the effort to transform health care, helping ensure Washington residents have access to better health and better care at a lower cost.

What we have to offer:

• 
  Meaningful work with friendly co-workers who care about those we serve Voices of HCA
• A clear agency mission that drives our work and is person-centered HCA's Mission, Vision & Values
• A healthy work/life balance, including alternative/flexible schedules and mobile work options.
• Infants in the workplace Infants at the Workplace Video
• A great total compensation and benefit package WA State Government Benefits
• A safe, pleasant workplace in a convenient location with restaurants, and shopping nearby.
• Tuition reimbursement
• And free parking!

Notes:
Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment.

The Washington State Health Care Authority is an equal opportunity employer. We strive to create a working environment that provides equal access and opportunity to anyone who qualifies, regardless of sex, race, age, color, religion, mental or physical disability, national origin, sexual orientation, gender identity and expression and/or military status. Persons with disabilities needing assistance in the application process, or those needing this job announcement in an alternative format may call the Human Resources Office at 360.725.0945 or email jake.nelko@hca.wa.gov.