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Wed Jun 6, 2018 - 23 weeks ago

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Customer Service Monitor Trainer

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Customer Service Monitor Trainer
This position provides support to Customer Service via call observations and reviews and addressing Customer Service training needs. Process improvement identification will allow them quick and accurate access to information to increase adherence for CMS compliance, help reduce call talk time, and ensure accuracy of the customer information. This position creates and maintains departmental documents and reference guide materials. This position should provide subject matter training with monthly focus opportunities identified with leadership partners on an ongoing basis as well as adhoc training for focus areas identified via observations of calls. This position develops and maintains a detailed training plan. This position monitors all call functions of Customer Service and takes appropriate action or reports to the appropriate parties. This position will work closely with all positions in the department.

Job Description:**

+ Performs observations of phone calls taken in Customer Service.

+ Uses Lumeris/CMS defined criteria to evaluate the Customer Service calls for accuracy and quality of service.

+ Based on results of observations, provides one-on-one coaching to assigned CSRs, and includes documentation to supervisor/Manager with results of observations, and actions taken with coaching of CSR

+ Identifies trends within the Customer Service observations and recommends and conducts personal CSR training based on the findings.

+ Participates in documenting workflows and process improvements as identified and implemented within Customer Service.

+ Assists Customer Service Representatives with difficult/complex call resolution issues to completion.

+ Can be asked to facilitate New Hire/Refresher training as needed.

+ Develops a yearly schedule in conjunction with Customer Service leadership team to identify special areas of focus for observations each month, in addition to regular monitoring.

**Experience, Qualifications, and Education**

+ High school diploma or general education degree (GED); Bachelor's degree strongly preferred

+ 2+ years experience of customer service/call center experience; Lumeris customer service experience strongly preferred

+ Candidate must have working PC knowledge and excellent keyboarding skills.

+ Demonstrated experience solving complex or ambiguous problems

+ Highly analytical and creative thinker, bias to action, practical, with a passion for business problems and emerging technologies

+ Demonstrated experience researching and understanding complex information such as government regulations, contracts, etc

+ Ability to work independently in a fast-paced environment with competing priorities

+ Demonstrated ability to communicate effectively through both written and verbal modalities

+ Proficiency with business applications such as the Microsoft Office Suite

+ Demonstrated experience working with a 10-key and excellent keyboarding skills

+ Ability to track and trend issues

+ Ability to take complex information and create easy to follow training materials

+ Develop problem resolution as issues surface

+ Ability to work a flexible schedule within the hours of 8am - 8pm and some weekends.

+ Knowledge of Federal & State Healthcare regulations, CMS audit requirements, and healthplan benefits

+ Excellent time management skills

Lumeris is an EEO/AA employer M/F/V/D.


St. Louis, MO

**Time Type:**

Full time


1 - FT

**Join Our Growing Team!**

Lumeris serves as a long-term operating partner for organizations that are committed to the transition from volume- to value-based care and delivering extraordinary clinical and financial outcomes. Lumeris enables clients to profitably achieve greater results through proven playbooks based on collaboration, transparent data and innovative engagement methodologies. Lumeris offers comprehensive services for managing all types of populations, including launching new Medicare Advantage Health Plans, Commercial and Government Health Plan Optimization, and Multi-Payer, Multi-Population Health Services Organizations (PHSOs). Currently, Lumeris is engaged with health systems, provider alliances and payers representing tens of millions of lives moving to value-based care.

Over the past seven years, we have tripled in size to more than 800 employees and built the only solution on the market with our proven outcomes. For the past six years, Essence Healthcare, a long-standing Lumeris client, has received 4.5 Stars or higher from the Centers for Medicare and Medicaid Services (CMS). Essence Healthcare was Lumeris' pioneer client and has been leveraging Lumeris for more than a decade to operate its Medicare Advantage plans, which serve more than 60,000 Medicare beneficiaries in various counties throughout Missouri and southern Illinois.

In 2018, Lumeris was named Best in KLAS for Value-Based Care Managed Services in the area of client-reported impact on the Triple Aim by KLAS Research. This was the third year in a row Lumeris received the award, and it has only been given for three years. As the industry's most reliable and effective partner for developing population health management solutions, our success is driving tremendous growth in our company. Join us today in making a real difference in how healthcare is delivered!

**Why Join Lumeris?**

At Lumeris, you will be part of team that is focused on solving the nation's healthcare problem, and you will be able to contribute to our purpose. Our environment is fast-paced, change-oriented and focused on growth and employee engagement. At Lumeris, we know that talent is best utilized when given the opportunity to succeed. That is why we have removed the boundaries that inhibit success and focus on fostering an environment that allows employees to utilize their talents.