Staff Development Coordinator

📋 Description

• • Embark on a rewarding career journey with West Virginia University Hospitals, Inc. (WVUH), a leading healthcare institution dedicated to transforming healthcare for the better. We are seeking a dynamic and dedicated Staff Development Coordinator to join our innovative Peak Health team, specifically within Member and Provider Service. This pivotal remote role offers a unique opportunity to shape the foundational training and development of our service professionals, directly contributing to our mission of excellence.
• • As the primary point of contact for employee training, onboarding, and resource development, you will be instrumental in cultivating a highly skilled and knowledgeable workforce. Your responsibilities will extend to meticulously reviewing and monitoring general customer and provider inquiries across various channels, including chat, calls, and service requests. You will serve as a crucial liaison for new hires, conduct thorough call quality reviews, manage escalations, deliver ongoing education to current staff, and champion customer satisfaction at every touchpoint.
• • In this role, you will become a subject matter expert in Peak Health, taking accountability for the comprehensive training of new team members. Your expertise will ensure that specialists are not only proficient in WVUHS and Peak Health policies and processes but are also equipped to deliver exceptional service to our members and providers. This position is designed to provide a foundational experience for individuals aspiring to move into management roles, offering a clear pathway for career advancement within our organization.
• • You will be responsible for delivering high-quality instruction, grounded in proven adult-learning methodologies. This involves leveraging a diverse range of training approaches to effectively engage learners and ensure the achievement of critical learning objectives. A key component of your role will be the delivery and management of a comprehensive six-week new hire training curriculum, ensuring all required topics are covered punctually and learning objectives are met with precision.
• • A significant aspect of your contribution will involve reviewing and evaluating call quality, identifying performance trends, and pinpointing areas for improvement. You will provide structured, constructive feedback to both staff and leadership, with the ultimate goal of enhancing service quality, ensuring compliance, and optimizing operational performance across the team.
• • You will play a vital role in designing and updating essential healthcare call-center training materials and staff development programs. This will involve drawing insights from call quality audits, performance outcomes, and CMS guidelines to continuously enhance instructional effectiveness and bolster compliance and operational goals.
• • Providing individualized one-on-one coaching and facilitating team refresher trainings will be a core duty. You will address critical areas such as conflict resolution, adaptability, and time management, proactively identifying performance gaps and delivering targeted developmental support to elevate call quality, compliance, and the overall member experience.
• • You will act as a single point of contact for higher-level support inquiries related to Peak Health, ensuring that complex issues are addressed efficiently and effectively. Furthermore, you will serve as a point of escalation for member and provider service manager calls, collaborating with other team leads to resolve challenging situations.
• • Active participation in meetings with other Peak Health departments is essential to maintain an up-to-date understanding of actions and developments that impact Customer Service and Insurance workflows. This cross-functional collaboration ensures alignment and proactive problem-solving.
• • As a mentor to new team members, you will guide them through the intricacies of their roles, ensuring their competency in all relevant policies and procedures. You will collaborate closely with team leadership to align the team's efforts with overarching department and corporate goals through strategic training initiatives and effective process management.
• • You will be expected to respond to employee and manager inquiries via chat, calls, and service requests in a timely and customer-centric manner, with a target of resolving 90% of inquiries on the first contact. This involves clarifying desired information, conducting thorough research, locating accurate data, and providing clear, concise answers.
• • Problem resolution will be a key function, requiring you to clarify issues, explore alternative solutions, and escalate unresolved problems to your supervisor when necessary. You will also coordinate other service support activities as assigned by the manager, demonstrating flexibility and a commitment to team success.
• • This role requires availability Monday through Friday, 8:00 a.m. to 5:00 p.m., with potential weekend availability as needed for Medicare coverage, ensuring continuous support for our members and providers.