Training Specialist - Boston, United States - Commonwealth Care Alliance

Commonwealth Care Alliance
Commonwealth Care Alliance
Verified Company
Boston, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Why This Role is Important to Us:

The Training Specialist is responsible for developing and delivering training programs for various teams within the Contact Center, such as Member Services, Provider Services, Outreach Specialists, Research Specialists, Broker Team, and the off-phone team.

This encompasses all states and products offered by CCA. Additionally, this role will monitor the progress and performance of trainees and ensure that all assigned training is completed.


What You'll Be Doing:


  • Independently present onboarding training to Member Services, Provider Services, Broker Team, Outreach Specialists, Research Specialists, and the offphone team.
  • Conduct training as needed in all topics related to the Contact Center, for all states and products. Training topics include training to support role changes, system implementations, process updates, and annual refreshers.
  • Revise and update training as needed and under the direction of the Supervisor of Training.
  • Conduct virtual instructor lead training in classroom settings, small groups, and oneonone.
  • Conduct training in person as needed in classroom settings, small groups, and oneonone.
  • Develop elearning content including writing and recording slides, hands on activities, screen recording, voiceover, and knowledge checks under the direction of the Supervisor of Training and the SME senior trainers.
  • Support trainees posttraining as well as existing staff by answering questions and directing to correct resources.
  • Maintain detailed reports on staff training performance and progress, as well as training history.
  • Report back to department leadership on trainee progress, identifying areas of strength and areas for improvement.
  • Manage interpersonal and classroom behaviors while leading training.
  • Provide feedback and coaching to trainees on their performance, strengths, and areas for improvement.
  • Support process improvement projects to help operations meet and exceed quality standards and streamline processes.
  • Participate in development of new programs, system implementations, and department initiatives.
  • Use computerized systems for tracking, information gathering and troubleshooting.
  • Remain up to date on and understand all department educational resource materials in order to respond to questions and concerns accurately and appropriately.
  • Individuals in this position may be called upon to assist with handling inbound and outbound phone calls including during special projects, high call volume days, and for about 8 hours a week during our AEP and OEP enrollment periods (annually October 1
  • March 31).
  • Compete other duties as assigned.

What We're Looking For:


Education Required:

  • Bachelor's degree or equivalent experience

Experience Required:

  • Experience of 13 years in the training and/or customer service industry

Experience Desired:

  • Extensive background in providing training and excellent customer service within the health insurance industry.

Knowledge, Skills & Abilities Required:

  • Must possess exceptional Microsoft Office skills (Word, Excel, Outlook, PowerPoint), and internet research skills.
  • Proficiency in utilizing video conferencing platforms like Zoom or Teams to lead meetings, presentations, or training.
  • Must be able to demonstrate productive and independent time management.
  • Must exhibit strong analytical skills for the understanding, interpretation and communication of complex data.
  • Must possess exceptional oral and written communication skills including the ability to manage difficult behaviors and conflict.
  • Must be able to identify different learning styles and adapt trainings to meet trainees' needs.
  • Must be able to adapt existing trainings to meet department's specific needs, policies and procedures.
  • Must be flexible and comfortable working in an environment that includes continual change for quality improvement as well as comfortable with repetition and providing the same training many times in a row
  • Must have the ability to: develop a thorough knowledge of benefits, related payment policies, and medical terminology, work independently as well as within a team environment, prioritize work, and manage and track outstanding work and work due in the future.

Knowledge, Skills & Abilities Desired:

  • Proficient in the use of multimedia editing software.
  • Demonstrated proficiency in conducting and overseeing sizable presentations through video conferencing platforms and in person.
  • Experience with narration and voiceover.

Language(s) Required:

  • English

Language(s) Desired:

  • Bilingual in Spanish, Portuguese, Cape Verdean Creole, Haitian Creole, or Vietnamese

Other Required:

  • Be comfortable recording voice and video
  • Be comfortable presenting to large and small groups in person or in virtual meetings on camera.

Other Desired:

  • Applicants should possess a designated, noisefree area conducive for video recording and delivering presentations.
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