Operations Training Specialist - Spokane, Washington, , United States

Ready to make an impact? Our Training team is looking for someone like you The Training Specialist I plays a key role in supporting the Operations team by training new employees, managing learning programs, and monitoring ongoing learning and development throughout Customer Servi ...

Job description

Ready to make an impact? Our Training team is looking for someone like you The Training Specialist I plays a key role in supporting the Operations team by training new employees, managing learning programs, and monitoring ongoing learning and development throughout Customer Service and Claims Processing. This role also involves facilitating group transitions, implementing process improvements, standardizing policies and procedures, collaborating across departments, researching issues and trends, delivering daily communications, and updating process documentation.

At Delta Dental of Washington our vision is that all people can enjoy good oral and overall health, with no one left behind. We succeed because of a shared commitment to a set of values that guide everything we do – for our customers, for our communities, and for each other. We are Accountable. We lean in with Courage. We stay Curious. We are Inclusive. We act with Integrity.

We offer a highly competitive medical, dental and vision plans as well offering a generous 401k match and all employees start accruing vacation and sick time from their very first day. We empower employee development through our tuition reimbursement plan, professional development plans, and employee-led communities.

The pay range for this position in Eastern Washington varies between $40, $58, Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza intends to offer the selected candidate a base pay within this range, dependent on job-related, non-discriminatory factors such as experience. Base pay will also be adjusted based on the candidate's geographic location.

Essential Responsibilities include the following: The list of responsibilities listed is not intended to be comprehensive. Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza reserve the right to change the responsibilities at any time with or without notice.

• Implement, facilitate, and monitor new and existing employee training programs.
• Plan, prepare, and manage training sessions for smooth execution and timely delivery.
• Lead and facilitate both classroom and virtual training sessions, ensuring engagement and comprehension across all levels.
• Provide feedback on employee progress and adjust training methods as necessary.
• Regularly update training plans, facilitator documents, and learner-facing materials for accuracy and relevance.
• Manage the Operations Trainers inbox, tracking and responding to training inquiries.
• Review and provide feedback on learning materials and communications created by team members.
• Maintain the documentation repository for claims processing and customer service to support training efforts.
• Collaborate with the Training Specialist II and Documentation and Training Specialist to design, maintain, and update training curricula and course materials.
• Serve as a backup for the Operations Documentation Specialist and Group Administration Training and Documentation Specialist as needed.
• Work with departments and leadership to plan, organize, and implement interdepartmental changes and process standardization.
• Develop and execute communication and documentation plans for process changes, system updates, and new initiatives.
• Recommend ideas for continuous process improvement, ensuring training aligns with operational needs.
• Provide recommendations and support to Operations leadership on employee development and training initiatives.

The experience, skills, and education needed to succeed in the position are outlined below. These requirements are representative of the knowledge, skills, and abilities required to successfully perform the essential functions of the role.

•  Strong communication skills, with the ability to present clearly in both classroom and virtual settings.
• Comfortable providing and receiving constructive feedback for personal and professional growth.
• Ability to engage with diverse groups and ensure understanding across all staff levels.
• Excellent organizational skills to plan, prepare, and manage training sessions effectively.
• Adaptable in adjusting training methods based on employee progress and feedback.
• Collaborative mindset to work with departments and leadership on process improvements and interdepartmental changes.
• High attention to detail in maintaining accurate training plans, documentation, and materials.
• Efficient in managing multiple tasks, including inbox inquiries and documentation maintenance.
• Proactive in identifying opportunities for continuous improvement in training and operational processes.
• Willingness to travel to other sites in Washington State as needed.
• Ability to utilize systems and tools supporting contact center, claims, provider relations, and group administration (previous experience preferred).
• Two years of experience in Operations, Provider Relations, or healthcare/insurance-related fields; or one year of training experience, or equivalent education and experience.

Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

We are committed to the highest standards of information security and HIPAA compliance, ensuring the confidentiality, integrity, and protection of all data. All staff are expected to support this commitment by following relevant policies.