Sr. Participant Services Trainer

Position Summary

The Sr.

Participant Service Trainer provides training to Participant Service Representatives for designing, delivering, and evaluating training programs to service participants, beneficiaries, union locals, and providers regarding eligibility, benefits, and claims status.

"Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role."

Key Duties and Responsibilities


* Ensure Participant Service Representatives have the skills and knowledge to provide excellent customer service to our membership.


* Meets the company objectives.


* Developing and conducting training programs for support staff, creating training materials, and assessing training.


* Provide education and support to Customer Care Advocates to assist them in achieving their goals.


* Trainer will keep learning to improve their communication skills and develop their mindset.


* Make sure that the team is providing consistent service to our clients.


* Collaborate with other departments to create effective training programs.


* Performs other duties as assigned.

Minimum Qualifications


* High school diploma or GED.


* Six months of experience working in customer service, third-party administrator processing, or benefits administration.


* Strong work ethic and team player mentality.


* Highly developed sense of integrity and commitment to customer satisfaction.


* Ability to communicate clearly and professionally, both verbally and in writing.


* Solid organization skills with strong detail orientation and listening skills.


* Ability to read, analyze, and interpret general business materials, technical procedures, benefit plan and regulations.


* Proficient computer skills including MS Office tools and applications.

Preferred Qualifications


* Call center experience in benefits claims, billing, or eligibility.


* A year of previous experience as a Participant Service Trainer.


* Bilingual.



*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job.

Duties, responsibilities and activities may change at any time with or without notice.

Working Conditions/Physical Effort


* Prolonged periods of sitting at a desk and working on a computer.


* Must be able to lift 15 pounds at times.

Disability Accommodation

Consistent with the Americans with Disabilities Act (ADA) and other applicable federal and state law, it is the policy of Zenith American Solutions to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship.

The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process.

If reasonable accommodation is needed, ...