| Purpose: |
As a Health Plan Trainer, your role is to empower contact center agents to excel in their jobs. This position is responsible for the initial onboarding and ongoing training of our customer engagement representatives for the scheduling, referrals, customer service, and health plan teams. You will play a vital part in delivering impactful onboarding and training, ensuring proficiency in scheduling processes, soft skills, and system navigation. The successful trainer will demonstrate effective training practices, collaborate with internal and external stakeholders, perform needs analysis, and measure the success of their training interventions.
|
| Nature and Scope: |
Within Renown and Hometown Health's engagement center, the Health Plan Trainer is a crucial part of the Learning and Development team. The trainer plays a vital role in simplifying complex concepts so that others can apply them in the workplace.The effective Trainer dives into the understanding of how our systems and workflows operate, translating technical details into clear insights. They create and maintain an environment conducive to learning, ensuring it's always ready for the team. This includes creating and maintaining training materials, updating the learning management system, and keeping track of virtual and in-person classroom equipment. With a focus on simplicity, they develop easy-to-follow training resources that steer clear of overwhelming technical jargon.A successful Health Plan Trainer must collaborate with internal and external stakeholders regularly. They are friendly and provide a welcome environment for new hires and learners. They are analytical and can break complicated processes down into simple steps. Most importantly, they make sure their training makes an impact to the organization through appropriate measurement.The effective Trainer embraces evidence-based best practices for learning retention. They use various teaching methods to ensure the team's understanding and adjust/tailor training material and methods based on evaluation of trainee retention. They stay up to date on their own skills, and employ tools like spaced repetition, retrieval practice, and interleaving to ensure learner retention. The Trainer will create and maintain tools for measuring retention and competency with regard to training material. The Trainer must be able to perform needs analysis, set learning objectives, and create effective assessments. When building training materials, the trainer collaborates with fellow trainers, supervisors, auditors, and team Subject Matter Experts regularly. The trainer supports our mentorship program by developing and training subject matter experts within each business unit. After delivering training, the trainer works with our team mentors to ensure learners have continued support on the job.Beyond regular training, the Trainer takes on additional responsibilities to streamline processes. They are able to analyze needs, build training materials, deliver impactful sessions, and measure effectiveness without unnecessary complexity. The Trainer must understand the business process they train and collaborate with subject matter experts to maintain training accuracy.Efficiency is key in using and maintaining our various training applications, including our LMS, knowledgebase and Articulate eLearning software. The Health Plan Trainer is often asked to generate reports, especially for compliance, to show training completion and effectiveness.Our work environment is dynamic and frequently changing. The Trainer must be able to adapt to changing circumstances. The trainer must be able to perform training based on business need, including performing occasional training after hours.This position may be remote. For remote workers a quiet, uninterrupted and private workspace with sufficient internet capability is required.This position does not provide patient care
|
| Minimum Qualifications: Requirements - Required and/or Preferred |
| Name |
Description |
| Education: |
Ability to read, write, speak, and understand English sufficiently to perform job duties safely and effectively. Bachelor's degree in education, Business Administration, Public Administration, Management or healthcare information related field preferred. General computer skills and MS Office required. |
| Experience: |
Minimum two years' work-related experience in the training or education field, or equivalent experience educating team members in a healthcare or call center environment. Experience with a health system and associated applications preferred, especially Epic. |
| License(s): |
None |
| Certification(s): |
Project Management certification preferred. Certification in workplace training preferred. Epic training for department processes required within 90 days of hire. |
| Computer / Typing: |
Must be proficient with Microsoft Office Suite, including Outlook, PowerPoint, Excel, Teams, and Word and have the ability to use the computer to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc. Type 30-60 WPM. Familiarity with eLearning authoring tools such as Articulate or similar web/computer-based training tools preferred. Familiarity presenting over virtual platforms required. |
|
| Disclaimer: |
The foregoing description is not intended to be, and should not be construed as, an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job. |
|
Demo