Staff Development Coordinator

WVUH West Virginia University Hospitals WV, US

Welcome! We’re excited you’re considering an opportunity with us! To apply to this position and be considered, click the Apply button located above this message and complete the application in full. Below, you’ll find other important information about this position.

Come join our Peak Health team at WVU Medicine as a Staff Development Coordinator for Member and Provider Service, contributing to the foundation for an innovative health plan. This position will report to the Service Manager, playing a unique and important role in our mission to change healthcare for the better.

The Staff Development Coordinator is primary contact for employee training, onboarding, and resource development. In addition, the Staff Development coordinator will review and monitor general customer and provider inquiries via chat, calls, and service requests. They will be a point of contact for new hires, call quality review, escalations, current staff education, and ensure customer satisfaction. As a subject matter expert in Peak Health, the Staff Development coordinator will be accountable for new team member training to ensure specialists are competent in WVUHS and Peak Health policies and processes of the Peak Health Service team. This position will be a foundational experience for anyone looking to move into Management.

MINIMUM QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. High school diploma or equivalent and five (5) years of experience in customer service support.

2. Associate degree and three (3) years of experience in customer service support.

3. Bachelor’s degree and two (2) years of experience in customer service support.

EXPERIENCE:

1. Four (4) years of service environment experience.

2. Two (2) years experience with service technologies including telephony, chat, CRM management, knowledge management, training, and documentation.

3. Two (2) years of health insurance, medical environment experience.

PREFERRED QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. Bachelor’s Degree, or greater, in related healthcare field.

EXPERIENCE:

1. Two (2) years of experience with Peak Health Member and Provider Service.

2. Five (5) years of service experience, preferably in call center environment.

3. Three (3) to (5) years experience in health insurance.

4. Three (3) years experience in commercial, Medicare, and Medicaid plans.

5. Three (3) years of working in a metric driven environment.

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.

1. Position requires availability Monday through Friday, 8:00 a.m. to 5:00 p.m. and weekends as needed for Medicare coverage.

2. Provides high-quality instruction grounded in adult-learning methodologies, leveraging multiple training approaches to effectively engage learners and achieve learning objectives.

3. Delivers and manages a comprehensive six-week new hire training curriculum, ensuring all required topics are completed as scheduled and learning objectives are met.

4. Reviews and evaluates call quality, identifies performance trends and areas of opportunity, and delivers structured feedback to staff and leadership to enhance service quality, compliance, and operational performance.

5. Designs and updates of healthcare call-center training materials and staff development programs, leveraging call quality audits, performance outcomes, and CMS guidelines to enhance instructional effectiveness and support compliance and operational goals.

6. Provides one-on-one coaching and facilitates team refresher trainings addressing conflict resolution, adaptability, and time management, identifying performance gaps and providing targeted developmental support to improve call quality, compliance, and member experience.

7. Serves as a single point of contact for higher level of support inquiries for Peak Health.

8. Serve as a point of escalation for member and provider service manager calls, with other team leads.

9. Participate in meetings with other Peak Health departments to stay current on actions affecting Customer Service and Insurance workflows.

10. Acts as a mentor to new team members and ensures new team member competency of policy and procedures of the role.

11. Collaborate with team leadership to align the team with department and corporate goals through training and process management.

12. Respond to chats, calls and service requests from employees and managers in a timely manner with a customer focus and with the goal resolving 90% of the inquiries on first contact.

13. Answer inquiries by clarifying desired information; research, locate and provide information.

14. Resolve problems by clarifying issues; research and explore answers, and alternative solutions; escalate unresolved problems to supervisor.

15. Coordinate other service support activities as assigned by the manager.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Ability to sit for extended periods of time.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Standard office environment with electrical equipment (i.e., telephone, personal computer, copier, fax machines, etc.)

2. Computer Software/Systems include but not limited to Microsoft Office Professional Suite (Outlook, Word, Excel, Access), Internet Explorer, and EPIC.

SKILLS AND ABILITIES:

1. Exceptional customer service skills.

2. Ability to execute in a fast paced, high demand, environment while balancing multiple priorities.

3. Effective interpersonal skills.

4. Familiarity with Health Insurance practices and procedures.

5. Ability to manage call volume and reduce the number of abandoned calls to improve team performance metrics.

6. Excellent written and oral communication skills.

7. Proficiency with MS Office, Tapestry and other computer applications as required.

8. Ability to utilize search tools and knowledgebase tools to find relevant information.

9. Exercise good judgment in handling sensitive and confidential information and situations

Additional Job Description:

Scheduled Weekly Hours:

Shift:

Exempt/Non-Exempt:

United States of America (Non-Exempt)

Company:

PHH Peak Health Holdings

Cost Center:

2902 PHH Claims Operations

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For facilities with specialty accreditation requirements: 1. Completion of annual required education related to specialty accreditation as defined by accreditation standards. Training may be completed through CBLs, trainings, In-services, and competency validation. PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. The National Institute for Occupational Safety and Health recommends minimizing the need for employees to manually lift patients, and limit safe patient handling to 35 pounds. All transfers, lifts and re-positioning will be completed utilizing the lift equipment and/or other patient handling aids as indicated by the patient’s profile and appropriate algorithms. 2. Heavy/Hard work : Work requires strength and/or stamina, lifting, moving, stooping, reaching, standing, walking, and carrying of materials and equipment weighing 40+lbs. 3. Visual acuity must be within normal range. 4. Hearing within normal range is required (i.e. to assess breath sounds, bowel sounds, apical pulse, monitors, etc.) WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. Working protracted or irregular hours. 2. Working around biohazards. 3. Working around infectious diseases. 4. Working with or near the deceased. 5. Working with hands in water. 6. Working with electrical hazards associated with patient care equipment. SKILLS AND ABILITIES: 1. Possesses the interpersonal skills to positively and effectively communicate, negotiate, and resolve conflict. 2. Uses competent clinical practice and critical thinking skills to efficiently deliver patient care with all health care providers while maximizing efficient use of resources. 3. Ability to be flexible in response to changes in work volume, staff and scheduling changes. 4. Ability to work successfully under highly stressful conditions and capable of adapting to varying workloads and work assignments on a constant basis. The CAPE program is a system-wide clinical advancement program (clinical ladder) to enhance professional development, provide a reward system for quality clinical performance, promote quality nursing, and improve job satisfaction for inpatient direct care nurses. To apply for the next level, the CAPE nurse must meet the requirements of their current level. They must also meet the required years of nursing experience, degree, and certification to apply for the next level. In addition, nurses who are approved for levels 3, 4, 5, or 6 must complete and submit five competencies on an annual basis to maintain their current level. Level 1 No experience required All graduate nurses with less than 12 months of experience enter at Level one with a diploma, ADN, BSN, or higher Level 2 Meets requirements for previous level One year of experience. Level 3 Meets requirements for previous levels Two years of experience, plus one specialty certification Certification is Preferred but not required Required competencies to include demonstration of regularly being a charge nurse and/or precepting new staff or nursing students Level 4 Available to those with a BSN or higher or nurses with ADN/diploma with 5 years of experience one specialty certification is required Required competencies to include demonstration of regularly being a charge nurse and/or precepting new staff or nursing students Required competencies to include demonstration of participation in QI and/or shared governance at the unit level Level 5 Available to those with an MSN or higher with 4 years of experience, or nurses with a BSN with 4 years of experience and a health-related Master’s Degree, or nurses with a BSN and 5 years of experience One specialty certification is required Required competencies to include demonstration of regularly being a charge nurse and/or precepting new staff or nursing students Required competencies to include demonstration of participation in QI and shared governance at the organization level Level 6 Available to those with an MSN or higher degree with 7 or more years of experience. Consideration is given to other health-related advanced degrees that would assist with direct patient care at the bedside One specialty certification is required Required competencies to include demonstration of regularly being a charge nurse and/or precepting new staff or nursing students Required competencies to include demonstration of participation in QI and shared governance at the system level Additional Job Description: Scheduled Weekly Hours: 36 Shift: Varied (United States of America) Exempt/Non-Exempt: United States of America (Non-Exempt) Company: WVUH West Virginia University Hospitals Cost Center: 30 WVUH Nursing HVI Cardiovascular ICU Address: 1 Medical Center Drive Morgantown West Virginia Equal Opportunity Employer West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

CVICU

Full-time

5 days ago

Registered Nurse (Nights) - CVICU

WVUH West Virginia University Hospitals Morgantown, WV

Welcome! We’re excited you’re considering an opportunity with us! To apply to this position and be considered, click the Apply button located above this message and complete the application in full. Below, you’ll find other important information about this position. This position has the authority, responsibility, and shift accountability for the delivery of nursing care through the use of the nursing process. The incumbent accepts accountability, applies competent clinical knowledge skills, and uses independent nursing judgment for care provided by self and by health care providers to whom care is delegated to achieve quality patient care outcomes. The incumbent must demonstrate the knowledge and skills at the novice level necessary to provide care that is relevant to the patient(s) under their care, as well as apply principles of growth and development over the life span. The incumbent also must possess the ability to assess and interpret patient data needed to identify each patient's requirements relative to his or her age-specific needs. This role provides professional nursing care for patients in an inpatient hospital setting. MINIMUM QUALIFICATIONS : EDUCATION, CERTIFICATION, AND/OR LICENSURE: 1. Current Registered Nurse license issued by the state in which services will be provided or current multi-state Registered Nurse license through the enhanced Nurse Licensure Compact (eNLC). 2. Obtain certification in Basic Life Support within 30 days of hire date. EXPERIENCE: 1. Less than 12 months of experience as a registered nurse. PREFERRED QUALIFICATIONS : EDUCATION, CERTIFICATION, AND/OR LICENSURE: 1. Bachelors of Science in Nursing Degree (BSN). CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned. 1. Demonstrates safety and continuity of care using methods such as documentation, handoff tools/processes, etc. 2. Demonstrates ability to create plan of care using the nursing process: assessment, diagnoses, intervention, and evaluation of outcomes. 3. Recognizes patient safety concerns through appropriate resources. 4. Provides education based on unique learning needs of patient. 5. Incorporates patient individuality & mutuality data in delivery of care. 6. Performs an adequate patient assessment and documentation. 7. Demonstrates teach-back method to evaluate effectiveness of education. 8. Utilizes Evidence-Based Practice (EBP) in nursing care. 9. Participates in organizational patient-centered care model. 10. Documents problems and issues in the plan of care. 11. Demonstrates growth in ability to care for more complex patients utilizing consultation with experienced colleagues. 12. Demonstrates a commitment to lifelong learning through self-reflection and inquiry for learning and personal growth. 13. Retains accountability for delegated nursing care. 14. Recognizes scope of practice for all interprofessional team members. 15. Participates in holistic, culturally sensitive data collection. 16. Assesses the impact of family dynamics on healthcare consumer health and wellness. 17. Integrates the American Nursing Association (ANA)’s code of ethics to guide nursing practice. 18. Identifies discriminatory health care practices in culturally diverse populations. 19. Individualizes care based on beliefs, barriers, and readiness to learn of patients. For facilities with specialty accreditation requirements: 1. Completion of annual required education related to specialty accreditation as defined by accreditation standards. Training may be completed through CBLs, trainings, In-services, and competency validation. PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. The National Institute for Occupational Safety and Health recommends minimizing the need for employees to manually lift patients, and limit safe patient handling to 35 pounds. All transfers, lifts and re-positioning will be completed utilizing the lift equipment and/or other patient handling aids as indicated by the patient’s profile and appropriate algorithms. 2. Heavy/Hard work : Work requires strength and/or stamina, lifting, moving, stooping, reaching, standing, walking, and carrying of materials and equipment weighing 40+lbs. 3. Visual acuity must be within normal range. 4. Hearing within normal range is required (i.e. to assess breath sounds, bowel sounds, apical pulse, monitors, etc.) WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. Working protracted or irregular hours. 2. Working around biohazards. 3. Working around infectious diseases. 4. Working with or near the deceased. 5. Working with hands in water. 6. Working with electrical hazards associated with patient care equipment. SKILLS AND ABILITIES: 1. Possesses the interpersonal skills to positively and effectively communicate, negotiate, and resolve conflict. 2. Uses competent clinical practice and critical thinking skills to efficiently deliver patient care with all health care providers while maximizing efficient use of resources. 3. Ability to be flexible in response to changes in work volume, staff and scheduling changes. 4. Ability to work successfully under highly stressful conditions and capable of adapting to varying workloads and work assignments on a constant basis. The CAPE program is a system-wide clinical advancement program (clinical ladder) to enhance professional development, provide a reward system for quality clinical performance, promote quality nursing, and improve job satisfaction for inpatient direct care nurses. To apply for the next level, the CAPE nurse must meet the requirements of their current level. They must also meet the required years of nursing experience, degree, and certification to apply for the next level. In addition, nurses who are approved for levels 3, 4, 5, or 6 must complete and submit five competencies on an annual basis to maintain their current level. Level 1 No experience required All graduate nurses with less than 12 months of experience enter at Level one with a diploma, ADN, BSN, or higher Level 2 Meets requirements for previous level One year of experience. Level 3 Meets requirements for previous levels Two years of experience, plus one specialty certification Certification is Preferred but not required Required competencies to include demonstration of regularly being a charge nurse and/or precepting new staff or nursing students Level 4 Available to those with a BSN or higher or nurses with ADN/diploma with 5 years of experience one specialty certification is required Required competencies to include demonstration of regularly being a charge nurse and/or precepting new staff or nursing students Required competencies to include demonstration of participation in QI and/or shared governance at the unit level Level 5 Available to those with an MSN or higher with 4 years of experience, or nurses with a BSN with 4 years of experience and a health-related Master’s Degree, or nurses with a BSN and 5 years of experience One specialty certification is required Required competencies to include demonstration of regularly being a charge nurse and/or precepting new staff or nursing students Required competencies to include demonstration of participation in QI and shared governance at the organization level Level 6 Available to those with an MSN or higher degree with 7 or more years of experience. Consideration is given to other health-related advanced degrees that would assist with direct patient care at the bedside One specialty certification is required Required competencies to include demonstration of regularly being a charge nurse and/or precepting new staff or nursing students Required competencies to include demonstration of participation in QI and shared governance at the system level Additional Job Description: Scheduled Weekly Hours: 36 Shift: Night (United States of America) Exempt/Non-Exempt: United States of America (Non-Exempt) Company: WVUH West Virginia University Hospitals Cost Center: 30 WVUH Nursing HVI Cardiovascular ICU Address: 1 Medical Center Drive Morgantown West Virginia Equal Opportunity Employer West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.