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Department:  Business Services
Status:  Full Time
Shift:  1st

The Member Services Quality Trainer is responsible for the development and delivery of effective and innovative process training, culture education and operational solutions that empower Hoag Member Services staff to consistently perform at their peak levels. The Trainer will administer the onboarding and immersion process for Hoag Member Services' new hires and is also responsible for the continuing education and professional development of all Member Services staff.


The Quality Trainer creates and executes a curriculum-wide learning strategy; assesses organizational and individual needs; and designs and implements programs that address all learning styles to foster the professional development and continuous learning of Member Services staff.

In partnership with Physician leadership, the Trainer crafts the vision and program plan for education and training that will help the Member Services fulfill its long-term mission and quality and education training objectives.


In addition, the Member Services Quality Trainer will randomly audit calls to determine any opportunities for improvement, consistency in following the process and any improvement needed from a member satisfaction standpoint. He/she will track, and trend issues observed from the audit and create a tailored curriculum to address any deficiencies or gaps.


The Trainer should maintain a high level of expertise and awareness of the healthcare industry particularly in the medical group setting, recommends new and improved efficiency programs and tools to support the Member Services staff;



Under the direction of the Member Services Manager, the Member Services Quality Trainer will work in a highly collaborative structure that includes the following responsibilities.


Essential Functions:

  • Create, manage and lead the delivery of onboarding education for new Hoag Member Services staff.
  • Lead continuing professional development and training programs for new and existing staff.
  • Partner with all Hoag MSO work groups, Clinic Operations Leader, Physician Leaders and other MSO teams to assess any needs and deploy appropriate training and education to help meet Hoag MSO’s business objectives, reduce risks and increase efficiency. 
  • Develop professional, visually impactful, interactive and effective training programs and materials to help meet MSO objectives, reduce risks, and increase efficiency.
  • Translate organizational and user needs into opportunities for new programs and learning modalities that have clear, measurable learning objectives.
  • Partner with subject matter experts to ensure content is current and can meet the training needs.
  • Maintain one source of truth knowledge base for policies, processes, procedures and supporting documentation related to Member Services education and training.
  • Implement and evaluate training solutions in conjunction with business activities and operational gaps identified.
  • Update and maintain accurate training content, quick reference guides, tip sheets, other collateral and supporting materials.
  • Present complex matters in simple ways confidently to senior management and other stakeholders.
  • Conduct random remote and side by side call audits to determine operational gaps, process improvement opportunities and other areas of development.
  • Evaluate and coach underperforming employees based on Clinic Operations Feedback and Audit Reports
  • Ensure that quality learning experiences are available and accessible to the staff
  • Make recommendations for new and improved programs, process and tools to support the learning needs of the Member Services staff
  • Serve as liaison for the member services team with the Hoag’s Human Resources department in relation to professional development opportunities and member services specific education and training needs.
  • Serve as the subject matter expert on the process and system navigation activities and responds to staff questions and inquiries. Provide floor support during peak hours for any questions and inquiries.
  • Collaborate with other MSO teams on areas for improvement and training opportunities on areas covered by the member services team to promote one call resolution.
  • Prepare and present ongoing strategy and deliverables for leadership review.
  • Works with business partners to align quality solutions with business strategies and maintains a strong customer centric approach to providing education and training services and solutions
  • Other duties and projects as assigned by the MSO Leaders.


Education, Training and Experience



  • Bachelor’s Degree or equivalent experience
  • At least 5 years of experience in a customer service or healthcare industry
  • 2-3 year of Training Experience in a Customer Service, Medical Group, Health Plan or Hospital Settings



  • Experience working in medical healthcare or academic non-profit organization


 Skills or Other Qualifications


• Must be highly skilled in facilitation, consulting and relationship building and have

  demonstrated ability to coach, facilitate and influence management and people at all levels.

• Strong written and verbal communication skills.

• Technical computer competence including Internet, Microsoft Office suite, Visio, Adobe


• The ability to set very specific performance goals and work as a team.

• Strong analytical and problem-solving skills and the ability to think strategically.

• Self-directed, task oriented, independent organizational ability and timeliness in meeting

  deadlines and target objectives.


License and Certifications


Required: N/A

Preferred: N/A

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