Clinical Group Health Trainer

JOB SUMMARY ​​The Group Health Training and Auditing Specialist (GH Trainer) is responsible for delivering structured training and ongoing education to new hires and current staff, while identifying opportunities for learning, growth, and remediation. This role plays a critical part in improving employee performance, job satisfaction, and client outcomes by monitoring trends such as clarifications, turnaround times (TAT), and overturn rates. Dane Street’s success relies on individual and team contributions every day. We care for our customers, each other and Dane Street. It is the responsibility for all of us to maintain a positive working environment that promotes client satisfaction and results. MAJOR DUTIES & RESPONSIBILITIES Onboard and train all new QA hires. New QAs will be ready for integration into the ops team when the following criteria are met: Proficiency on one core client (≤ 2% clarification rate) Division 1: HCSC Division 2: BCBS MN Division 3: Optum Daily output of ≥ 5 cases Collaborate on the review of daily operational reports (e.g., outcome reports, TAT, operational synopsis, employee goals). Serve as a resource for team members regarding operational questions, concerns, and problem-solving. Provide backup support to QA Supervisors as needed (e.g., invoicing, board balance). Maintain weekly clarification tracker; identify QAs with opportunities for additional training or feedback. Participate in client calls. Lead bi-weekly Clarification/TAT review meetings: pull data, facilitate discussions, and issue remediation plans. Conduct regular MFR (member-friendly rationale) Workshop training sessions. Develop onboarding agendas in consultation with Ops Leadership. Identify and schedule training opportunities/meetings. Coordinate and track annual client regulatory training requirements. Support regulatory accreditation audits (e.g., NCQA, URAC). Provide backup support to GH Auditor in performing client collaboration audits (e.g., BCBSMN monthly, HCSC quarterly and annual). Update and maintain severity and client-change trackers. Create and maintain training documentation. Collaborate on remediation plans for employees. Provide reviewer training when a Medical Director is unavailable; escalate issues to Medical Directors when appropriate. Partner with managers and supervisors to support 90-day reviews, annual evaluations, and PIPs. Performance Metrics: Audit Success: Measured by clarification rates, audit results, and daily/monthly TAT. Remediation Effectiveness: Measurable performance improvement within defined timelines Training Success: Evaluated through 90-day and annual employee reviews, and check-ins with new hires (daily, weekly, monthly). Other duties & special projects, as assigned and based on business needs.