Role Description

This Medical Assistance Specialist 4 (MAS4) is part of the division of Apple Health Services & Operations (AHSO) team and reports to the Training Manager. This position primarily serves the Medical Eligibility Determination Services (MEDS) section and is responsible for supporting critical curriculum development and deployment to 350+ customer service agents. AHSO trainers identify and provide training on new and existing processes, including training new hires. The position develops new trainings and refines existing trainings. This position provides subject matter expertise, develops training, engages in process improvement, and participates in projects to support operations.

This position is eligible to telework but is occasionally required to report on-site to meet business needs. The default assigned work location of all Health Care Authority (HCA) positions – both on-site and telework eligible positions – is within the State of Washington. This position reports to Olympia, WA. Frequency of onsite work will vary based on business and operational needs.

• Serves as a designated trainer and specialist in a call center environment.
• Presents, guides/drives, supports, and/or is accountable for remote and in-person training, huddles, internal communication, and instruction.
• Provides assistance, instruction, and training for new and current staff on new and updated AHSO divisional and section specific procedures, processes, and systems/computer applications and related processes, including customer service.
• Maintains SME core assigned section policy, process, and procedures.
• Assists in development and maintenance of AHSO eLearning curriculum.
• Responsible for identifying training opportunities and using learning design theory to develop training plans, curriculum, and related training.
• Ensures all training material is correct and in accordance with WAC; coordinates with other subject matter experts to ensure material is accurate and seeks clarification as necessary.
• Designs, creates and/or maintains and updates digital resources required for training/staff to perform essential job functions.
• Uses The Learning Center (TLC) to manage rosters and complete classes for attendee credit.
• Maintains training records/library.

Qualifications

• Bachelor’s Degree plus two (2) years of experience providing direct client services or counseling of customers in one or more of the following areas:
  • Health insurance
  • Disability
  • Other related health benefits
  • Public assistance eligibility determination
  • Health insurance premiums/claims processing, adjusting, and investigation
  • Other medical premiums/claims related experience
• Option 2: Six (6) years of experience in the related fields above.
• Option 3: One (1) year as a Medical Assistance Specialist 3.

Requirements

• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

Benefits

• Meaningful work with friendly co-workers who care about those we serve.
• A clear agency mission that drives our work and is person-centered.
• A healthy work/life balance, including alternative/flexible schedules and mobile work options.
• A great total compensation and benefit package.
• A safe, pleasant workplace in a convenient location with restaurants and shopping nearby.
• Free parking!