Trainer - Medicaid Eligibility

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them.

You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Medicaid Eligibility Trainer

Hourly rate $19.82 / hr

Conducts training classes for employees on use of technology / software, internal policies and procedures, call center processes, and other content related to Medicaid data entry and registration.

Will continually measure training needs, gaps in knowledge and curriculum. Will participate in Train the Trainer sessions with client partner.

Will work consultatively with other trainers, various levels of contact leadership, and client partner. Will work closely with the Training Manger to create and maintain training materials including manuals, job aids and PowerPoint presentations.

Will be responsible for ensuring compliance of policy and procedures are consistently applied and maintained. Individual will partner with the supervisor to identify QA trends to provide effective coaching / feedback to agents and eligibility professionals where applicable.

Will occasionally perform audits on items worked by employees.

The position is in Topeka, KS, however, the work may be performed from home at times considering the economic and office impact of Covid-19 with management approval

Essential duties may include, but are not limited to :

• Prepare, coordinate, and lead training sessions
• Manages learners, including providing guidance in policy and procedural application
• Conducts and participates in train-the-trainer sessions as necessary and required
• Contributes to development of end-user course materials, including computer-based training class scripts
• Engages in training evaluation methods to assess comprehension of training material
• Provides support during the development and delivery of training programs for technical, skills, management, and staff development training
• Works closely with all operational areas to help ensure that tools and curricula are in place to train employees
• Provides corrective action training and refresher training for existing employees
• Works with subject matter experts to validate training content is current and complete
• Collects data and compiles reports as necessary
• Evaluate recorded calls and transactional processing work to assess employee’s technical accuracy, customer service performance, documentation in the various systems, and conformity to department policies and procedures
• Work in partnership with supervisors to provide timely coaching and ensure continuous improvement
• Collaborate with Conduent and KDHE Training and Quality teams to maintain quality standards and ensure proper evaluation methodology
• Identify and recommend enhancements to quality and training materials as needed to improve the overall customer experience
• Responsible for being in compliance with all application company and regulatory requirement for activities involving quality assurance and training
• Implements key process improvement efforts and influences cross-functional efforts
• Interacts with external auditors, providing process documents, evidence and remediation plans
• All other duties as assigned

Requirements :

• Associate Degree or equivalent combination of education, training, or work experience considered in lieu of degree
• Knowledge of Medicaid and managed care programs
• Proficient in Microsoft Solutions Suite (SharePoint, Excel, etc.)
• Understanding of effective teaching methodologies and tools
• Group presentation skills
• Clear and professional written and verbal communication skills; ability to interpret written information
• Ability to research, assess, audit, and apply information to practices and standards
• Excellent planning, organization, and problem-solving abilities
• Meticulous with strong attention to detail and takes self-initiative
• Ability to identify issues, to obtain relevant information, to compare complex data from different sources, and identify alternate solutions
• Ability to adjust effectively to work within new processes and requirements

Preferred :

• 2 years’ experience in Medicaid Eligibility with proven proficiency and knowledge
• Demonstrated experience in design and facilitation of conducting training
• Training related certifications
• Certified bilingual in Spanish

Pay Transparency Laws in some locations require disclosure of compensation and / or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.

In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and / or sick time.

The estimated pay for this role is $19.82 per hour.