Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.

The Director, Member Experience Training & Development is responsible for the oversight and development of all training programs that support the Member Experience department. This includes new hire training, refresher training, and seasonal training in support of key time periods including Annual Notice of Change (ANOC), Annual Enrollment Period (AEP), Medicare Advantage Open Enrollment Period (MA-OEP); training in support of member campaigns that achieve member retention and quality improvement outcomes; and all training in support of new processes and programs, including but not limited to system upgrades and go-lives, product changes and go-lives, and market expansion/new market go-lives. This role serves as the strategic leader and oversees the team of Trainers and Business Analysts who deliver on this strategy.

Job Duties/Responsibilities

Develop the new hire training curriculum and assessment tools for all agent-level roles; establish all processes for onboarding through the new hire training period to graduation to production status, as well as related new hire programs for internal transfers to new titles Partner with Sales Product and Market leaders to implement all workflows and seasonal training, including but not limited to Annual Notice of Change (ANOC), Annual Enrollment Period (AEP), Medicare Advantage Open Enrollment Period (MA-OEP) Partner with Compliance to design and deliver all required Medicare training, and oversee the enforcement of timely completion by staff to keep our organization compliant Partner with Member Experience and Quality Assurance Leadership to identify trends and opportunities for continuous refresher training; lead continuous review of workflows and established policies/procedures to identify gaps and if necessary identify and implement solution Partner with Member Engagement leadership to implement and train member campaigns, including outbound channels (phone call, SMS, email), inbound channels (member flags and alerts, call closing Next Best Action), and internal campaign inventories for reference – design systems that make every member interaction count to increase reach rate and meet goals

Partner with Data & Technology Services leaders to develop systems in support of the best possible member experience; oversee the development of all Service Action workflows and Scripts & Instructions, as well as all related functionality such as Task queues and Telecom integration; oversee the Business Analyst roles staffed under Training to document business requirements and develop system applications to support employee workflows and performance

Partner with internal and external stakeholders to assess the impact of system upgrades or go-lives, product changes or go-lives, and new market go-lives/expansions, and lead the change management process Responsible for the thorough documentation of all processes and procedures including but not limited to training manuals, job aides, skills assessments, newsletter/bulletins Establishes and maintains learning management systems, internal knowledge base, and other training libraries as required Responsible for the coordination of all training events in accordance with service level compliance through collaboration with Workforce Management and Management Facilitate engaging live training programs in-person and virtually, and oversee a dynamic team of Trainers who do the same Collaborates with Management to ensure training content is current, relevant, and supports organizational initiatives – in particular driving towards outcomes for Medicare Star Rating and Member Retention; facilitates level-setting and strategic planning sessions accordingly Consult with Management and collaborate with Quality Assurance on opportunities for performance management and enforcement of expectations set by training programs Maintain positive relationships and leverage feedback/insights from cross-functional partners including but not limited to Contracting, Network Management, Membership & Eligibility, Sales Product, Care Management, Utilization Management Provide operational expertise and strategic input to the development of program enhancement plans supporting the overall Member Experience Assist with developing dashboards to track outcomes and trends; communicate off track performance to stakeholders/accountable leaders Serve as the subject matter expert and assist in the development and implementation of new programs and new or existing lines of business Ensure patient privacy is protected by adhering to HIPAA standards, company policies and procedures, and other federal, state, and local requirements Other duties as requested or assigned

Supervisory Responsibilities

Establish clear team goals and expectations, set deadlines, and report team metrics to management. Recruiting, selecting, orienting, and training employees; assigning workload; planning, monitoring and appraising job results; and coaching, counseling, and disciplining employees Proactively identify opportunities for additional coaching and training. Develop and maintain standardized training and reference materials to support uniform adoption of best practices. Motivate team to achieve goals and encourage creative thinking and new ideas. Assess workflows and implement process improvements to streamline team functions. Recognize and acknowledge the skills of team members and utilize their strengths to the benefit of the team. Provide constructive feedback to team members in a way that motivates and encourages high performance.

Experience

Job Requirements:

• Minimum 5 years of experience in a health plan, managed care, or medical group/IPA setting
• Minimum 1-2yrs management experience with all aspects of teams
• Preferred:
  
  

Education

• Required: Bachelor’s degree
• Preferred: Master’s degree
  
  

Training

• Required:
• Knowledge of Medicare Advantage and/or managed care health plans; of CMS guidelines and regulations
• Expertise or certification in training, coaching, and/or development
• Aptitude for critical thinking in complex situations, ability to synthesize ambiguous data into concrete results
• Attention to detail, problem solving, and analytical skills are essential
• Understanding of the ‘member journey’ as it relates to experiencing customer service, complaints, access to care, coordination of care, health plan benefits, enrollment/disenrollment, etc.
• Proven background in documenting business, technology, and data requirements and effectiveness in the software development cycle
• Strong project and program management skills, using analytics, user research and other approaches to help make decisions and iterate on overall strategy
• Excellent interpersonal, group motivation and supervisory skills
• Proficient in Microsoft Office (Outlook, Excel, Work, PowerPoint, Teams required. Visio and Access are preferred) and familiar working with large data sets
• Experience with content management, forms/survey, and video software
• Preferred:
  
  

Specialized Skills

• Required:
  
  

Ability to communicate positively, professionally and effectively with others; provide leadership, teach and collaborate with others. Effective written and oral communication skills; ability to establish and maintain a constructive relationship with diverse members, management, employees and vendors; Mathematical Skills: Ability to perform mathematical calculations and calculate simple statistics correctly Reasoning Skills: Ability to prioritize multiple tasks; advanced problem-solving; ability to use advanced reasoning to define problems, collect data, establish facts, draw valid conclusions, and design, implement and manage appropriate resolution. Problem-Solving Skills: Effective problem solving, organizational and time management skills and ability to work in a fast-paced environment. Report Analysis Skills: Comprehend and analyze statistical reports.

Licensure

• Required: None
• Preferred:
  
  

Other

• Required: None
  
  

Essential Physical Functions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.
• The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
  
  

Pay Range: $130,332.00 - $195,498.00

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

• DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email [email protected].