Customer Service Center Trainer Job
Coventry Health Care - Houston, TX

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Coventry Health Care is seeking a Customer Service Center Trainer / Medicare Department in our Houston, Tx Service Center. As a member of the Training team, the successful candidate will be responsible for the design, and/or development, implementation, and delivery of learning programs which support the overall business strategy by developing the skills and competencies valued by the organization.

  • Develops, implements, and delivers training programs.
  • Develops and administers training assessments, competency testing, and follow-up testing to determine
effectiveness of training programs and to document employee profiles.
  • Develops a training plan based on analysis of results.
  • Drives proactive resolution of skill and competency deficiencies.
  • Maintains a database of all training activities.
  • Develops and edits training documentation to support changes to policies, procedures, system enhancements, and
provider contracting.
  • Oversees new hires during initial training process.
  • Servicing as a product and process expert and resource to the operations team.
Basic Qualifications:
  • High school degree or equivalent.
  • 2 years claims processing, customer service and/or healthcare operations experience.
  • 3 - 5 years previous classroom training and/or teaching experience.
  • Experience in developing and designing training modules or curriculum.
  • Knowledge of medical terminology, coordination of benefits, and ICD-9 coding.
  • Knowledge of health care products under both fully insured and self-funded arrangements.
  • Up to 25% overnight travel required.
Preferred qualifications:
  • 3 - 5 years previous classroom training and/or teaching experience.
  • 2 years claims processing, customer service and/or healthcare operations experience.
  • Bachelor’s degree preferred.
  • Experienced in classroom training with developing and designing customer service training programs.
  • Outstanding facilitation, communication, and presentation skills.
  • Demonstrated ability to clearly and effectively communicate both verbally and in written format.
  • Demonstrated leadership and motivation skills.
  • Strong analytical and project management skills.
  • Strong organizational, interpersonal, problem-solving, and consulting skills
  • Ability to train employees on all products and processes.
  • Demonstrated ability to provide constructive feedback and serve as a mentor.
Coventry Health Care , a $12.2 billion Fortune 500 organization, is a national managed health care company with nearly 5.1 million members in all 50 states. At Coventry Health Care, we are driven to ensure that every person and organization we serve receives the greatest possible value for their health care investment. We do this by providing a full range of competitive products through our seven core businesses – Commercial Risk, Medicare Advantage, Medicare Part D, Medicaid, Workers' Comp Services, Federal Employees Health Benefits Plan and Network Rental.

We are committed to constantly improving our low-cost platform so that we can deliver the products and services that our customers want at a price they can afford. Coventry has the expertise, the experience, and the agility to craft the new products, the new processes, and the new service needed to make healthcare more accessible to all Americans.

We offer a competitive salary, excellent benefits (401K with company matching, comprehensive benefits including medical, dental, and tuition reimbursement), vacation and sick time. This is a highly visible role dealing with business partners across the division and corporation, and being a part of motivating a dynamic team!

Please refer to req #1311330 , Service Center Trainer, at

Coventry Health Care is an Affirmative Action/Equal Opportunity Employer, and we are committed to building a talented and diverse team.

Job: Professionals
Primary Location: Houston, TX, US
Other Locations: ,
Organization: 10750 - Service Center - Central Admin
Schedule: Full-time
Job Posting: 2013-04-10 00:00:00.0
Job ID: 1311330

About this company
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In May of 2013, Coventry became a part of Aetna. We are excited to join together with common values and a common mission: empowering people...