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Job title

THSteps Client Outreach Trainer/Mentor

Company ACS Inc
Wage between $0.00 - $0.00 Annually
Location United States, Texas, Austin
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel None
Published on 9/29/2009
Description
Affiliated Computer Services, Inc. (ACS) is expertise in action™. We are a FORTUNE 500 company with 74,000 employees worldwide supporting client operations reaching more than 100 countries. We provide business process outsourcing and information technology solutions to world-class commercial and government clients. Our employees operate with integrity, and are flexible, reliable and responsive.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
Functional Description:
The Trainer/Mentor is a professional knowledgeable in Medicaid and teaching techniques that develops and delivers soft and technical training in a variety of modes including classroom instruction, side by side evaluation, job aids and quick reference guides for employees in the THSteps Client Outreach Call Center.The trainer diagnoses individual as well as project performance problems and works with management to improve processes and performance.


REPRESENTATIVE PRINCIPAL DUTIES AND RESPONSIBILITIES:
· Provides training needs for the THSteps Client Outreach Contact Center; researches, designs, develops, evaluates and revises training programs and materials for all tools utilized by the Contact Center in order to meet those needs.
· Plans, organizes, and delivers courses or modules on assigned topics; formulates learning objectives; designs, develops, and prepares curriculum and course outlines. (Job Aids/Quick Reference Guides)
· Delivers classroom instruction and over-the-shoulder training. Practices sound classroom management techniques. Keeps learners on task and engages all participants.
· Identifies and solves training and performance problems; mentoring Contact Center Representatives to achieve maximum efficiency and effectiveness.
· Functions as a team member and team leader and motivator.
· Assists with all phases of product development.
· Works with management and TMHP Publications to keep call scripts and printed documentation effective, updated and compliant with HIPAA, HHSC and TMHP standards.
· Performs quality assurance activities and provides constructive, objective feedback.
· Performs other duties as assigned by the THSteps Client Outreach Contact Center Manager.
· Provides input to management team on performance reviews and skill improvement for Contact Center Representatives.
· Handles escalated calls from Providers and Clients.

Education and Typical Years Experience
· High School diploma or GED, AA/AS degree preferred.
· 2+ years Medicaid experience
· 2+ years training, mentoring and motivating individuals and groups including the development of training materials and presentation to groups of up to 25.

Special Requirements
· Strong leadership skills required.
· Working knowledge of different learning and teaching styles and techniques.
· Working knowledge of Microsoft PowerPoint and excel required.
· Must work independently with minimal supervision.
· Excellent written and verbal communication skills.

Ability to:
· Communicate clearly and concisely, both orally and written.
· Work in a team environment.
· Deal effectively with multiple, simultaneous complex situations autonomously.
· Adapt to a varied routine of office work.
· Remain composed and organized, even when faced with stressful situations and handling multiple projects simultaneously.
· Analyze and interpret a wide variety of complex data and information.
· Establish effective relationships.
· Identify issues, options and projected outcomes and make recommendations.
· Maintain strict confidentiality.
· Maintain professional demeanor at all times.
ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling or by sending an e-mail to accommodations@acs-.df-tc

Experience/Skills
see above
 
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