To protect the health and well-being of our members, employees and community, CareOregon requires all employees to be fully vaccinated against COVID-19 or have an approved medical or religious exception as a qualification of employment.

Candidates who receive an offer of employment by CareOregon, must provide proof of COVID-19 vaccination or submit a medical or religious exception request, which will be evaluated in accordance with CareOregon’s standard accommodation process.

Position Title: Training Specialist

Department: Customer Experience

Title of Manager: Customer Experience Supervisor

Supervises: Non-supervisory position

Exemption Status: Exempt

Requisition ID: 21947

The Customer Experience Training Specialist will focus on onboarding and uptraining Customer Service Representatives in all of our lines of business.

Job Summary:

This position is responsible for providing technical training and guidance to Customer Experience and Operations employees. Functional areas of focus may include customer service, claims, clinical operations, behavioral health, enrollment and/or provider services, enrollment. Core responsibilities include designing, developing, and implementing written and visual training materials, with emphasis on facilitating and conducting trainings (both classroom and virtual) with individuals and groups, and creating and maintaining measurement tools which help ensure learning goals are met. This position may also 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.
• Perform 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 training programs, instructional tools and delivery strategies based upon knowledge gaps identified by the needs assessment process and strategic business goals.
• Develop and implement teaching aids and training materials, such as training handbooks, multimedia visual aids, computer tutorials, process guides and reference works.
• Confer with management, supervisors and employees to gain knowledge of work situations requiring training; new training needs may arise from changes in policies, procedures, regulations, business initiatives, technologies or other factors.
• Evaluate and document the effectiveness of training programs; improve or remove less effective methodologies.
• Work with vendors and suppliers as needed to develop, administer, or deliver training programs.
• 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.
• Participate in performance management initiatives.
• Collaborate with managers to identify performance intervention strategies.
• Update department policy, process, and training documentation as needed.
• Maintain records of training activities and employee progress.

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 the organization’s strategic goals.
• Adhere to the organization’s policies, procedures, and other relevant compliance needs.
• Perform other duties as needed.

Knowledge, Skills and Abilities Required

• Ability to learn and apply knowledge of adult learning theory, practices and principles
• Ability to learn and apply knowledge of human performance theories and practices
• Ability to learn and apply knowledge of principles of organizational change and ability to act as a change agent
• Ability to gather and interpret data
• Ability to develop training programs that are sensitive to diversity
• Excellent verbal and written communication skills
• Comfort communicating with all levels of management and employees
• Strong planning and organizational skills
• Presentation and facilitation skills
• Knowledgeable about claims processing procedures
• Demonstrate and integrate excellent customer service skills
• Ability to design appropriate learning opportunities based on needs assessment and principles of instructional design and rapid prototyping
• Ability to facilitate learning opportunities in a variety of informal and formal settings to small and large groups
• Ability to incorporate process improvement learning and theories into trainings
• Excellent problem-solving, decision-making and process improvement skills
• Ability to work well under pressure in a complex and rapidly changing environment
• Ability to function autonomously and to effectively set priorities
• Knowledge of or ability to quickly learn the basic concepts of managed health care
• Ability to demonstrate basic word processing skills

Physical Skills and Abilities

Cognitive and Other Skills and Abilities

Ability to focus on and comprehend information, learn new skills and abilities, assess a situation and seek or determine appropriate resolution, accept managerial direction and feedback, and tolerate and manage stress.

Education and/or Experience

Required:

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

Preferred:

• Experience working with CareOregon Customer Experience or Operations processes and policies
• More than 2 years’ experience creating training program content and materials
• Learning and development coursework

Working Conditions

• Environment: This position’s primary responsibilities typically take place in the following environment(s) (check all that apply on a regular basis):
• Inside/office Clinics/health facilities Member homes
• Other_________________________________________
• Travel: This position may include occasional required or optional travel outside of the workplace, in which the employee’s personal vehicle, local transit, or other means of transportation may be used.
• Equipment: General office equipment
• Hazards: n/a

Candidates of color are strongly encouraged to apply. CareOregon is committed to building a linguistically and culturally diverse and inclusive work environment

Veterans are strongly encouraged to apply.

Equal opportunity employer. This company considers all candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.