Training Specialist I

Career Opportunities: Training Specialist I (24676)

Candidates hired for remote positions must reside in Oregon, Washington, Utah, Idaho, Arizona, Nevada, Texas, Montana, or Wisconsin.

Job Title

Training Specialist I

Exemption Status

Exempt

Department

Customer Experience

Manager Title

Customer Experience Training Program Supervisor

Direct Reports

n/a

Requisition #

24676

Pay & Benefits

Estimated hiring range $64,130 - $78,390 / year, 5% bonus target, full benefits. careoregon. org/about-us/careers/benefits

Posting Notes

This is a fully remote position, but you must reside in one of the listed 9 states.

Job Summary

The Training Specialist I is responsible for providing job-related training and guidance for employees within the assigned functional area. Functional areas of focus may include customer service, claims, clinical operations, behavioral health, enrollment and/or provider services, enrollment. The core responsibilities include facilitating and conducting instructor led classes (virtually and/or in person) or other learning opportunities and resources with individuals and groups. The role contributes to and grows in the ability to design and develop written and visual course materials. The position also creates and maintains measurement tools to help ensure learning goals are met and may assist other CareOregon teams as assigned and available.

Essential Responsibilities

• Collaborate with department leaders to develop department learning and development programs which tie to departmental goals and objectives.
• Participate in gap analysis of departmental strategic business goals to identify areas where training and interventions can contribute to the achievement of the goals.
• Design and implement course content, instructional tools and delivery plans based upon knowledge gaps identified by the needs assessment process and strategic business goals
• Develop and implement learning aids and materials, such as course handbooks, multimedia visual aids, computer tutorials, process guides and reference works.
• Work with organizational development team and learning collaborative to utilize best practices, standards, and usage of the Learning Management System.
• Confer with management, supervisors and employees to gain knowledge of work situations requiring advancing knowledge or skills; new development needs may arise from changes in policies, procedures, regulations, business initiatives, technologies or other factors.
• Evaluate and document the effectiveness of learning programs; improve or remove less effective methodologies.
• Collaborate with supervisors to identify performance intervention strategies.
• Work with individual employees to help improve performance when/if requested by supervisors.
• Maintain records of development activities and employee progress.
• Work with vendors and suppliers as needed to develop, administer, or deliver learning programs.
• Participate in performance management initiatives for individuals.
• Act as a facilitator for the department and organization in identifying areas for process improvement and defining suggestions as to the implementation of improved processes.
• Develop knowledge in all lines of business.
• Update department policy, process, and training documentation as needed.

Organizational Responsibilities

• Perform work in alignment with the organization's mission, vision and values.
• Support the organization's commitment to equity, diversity and inclusion by fostering a culture of open mindedness, cultural awareness, compassion and respect for all individuals.
• Strive to meet annual business goals in support of the organization's strategic goals.
• Adhere to the organization's policies, procedures and other relevant compliance needs.
• Perform other duties as needed.

Experience and/or Education

Required

• Minimum 2 years' experience in the insurance or healthcare industry (e. g. , claims, customer service, managed care, healthcare facilities, etc. ); experience must include training delivery, as well as assisting in creating learning program content and materials

Preferred

• Experience working with processes and policies in assigned functional area
• Coursework in learning and development

Knowledge, Skills and Abilities Required

Knowledge

• Basic knowledge of or ability to learn adult learning theory, practices and principles
• Basic knowledge of or ability to learn human performance theories and practices
• Basic knowledge of or ability to learn principles of organizational change and ability to act as a change agent
• Knowledgeable about procedures in area of focus
• Knowledge of or ability to quickly learn the basic concepts of managed health care

Skills and Abilities

• Strong verbal and written communication skills; comfort communicating with all levels of employees
• Ability to clearly present information to small and large groups
• Ability to facilitate learning opportunities in informal and formal settings to small and large groups
• Growing ability to incorporate process improvement learning and theories into trainings
• Growing ability to design appropriate learning opportunities based on needs assessment and principles of instructional design and rapid prototyping
• Ability to integrate excellent customer service skills
• Strong planning and organizational skills
• Problem-solving, decision-making and process improvement skills
• Ability to gather and interpret data
• Ability to work well under pressure in a complex and rapidly changing environment
• Ability to function autonomously and to effectively set priorities
• Ability to use Microsoft Word, Excel, Outlook, SharePoint and Teams
• Ability to accept direction and feedback, as well as tolerate and manage stress
• Ability to learn, focus, understand, and evaluate information and determine appropriate actions

• Ability to work effectively with diverse individuals and groups

• Ability to see, read, hear, speak clearly and perform repetitive finger and wrist movement for at least 6 hours/day
• Ability to lift, carry, reach and/or pinch small objects for at least 1-3 hours/day

Working Conditions

Work Enviornment(s): Indoor/Office Community Facilities/Security Outdoor Exposure

Member/Patient Facing: No Telephonic In Person

Hazards: May include, but not limited to, physical, ergonomic, and biological hazards.

Equipment: General office equipment

Travel: May include occasional required or optional travel outside of the workplace;.