Job Description

This position is responsible for designing and developing procedural documentation, formal training modules, customer service alerts and conducting training and/or Train-the-Trainer sessions for Customer Services Division team members. This position demands that the incumbent works closely with managerial and supervisory levels as well as Subject Matter Experts in order to assess needs and performance and to validate and evaluate training materials, to include representing the Department on various Committees and Workgroups. This position is responsible for developing, coordinating and managing Training Schedules for the Customer Services Division.

• Works closely with the Training Team, Quality, Divisional Leadership and other Subject Matter Experts in order to analyze performance/new business issues and develop appropriate procedural documentation and training support materials.
• Represents the Department on various Committees and Workgroups.
• Works with various corporate departments to successfully implement new products, services and processes within Customer Service.
• Develops, monitors and revises alerts for the online documentation help system.
• Maintains training support systems.
• Schedules and conducts train the trainer sessions and training courses.
• Other duties/special projects as assigned by leadership.

" Qualifications"

• Bachelors' degree majoring in Education, Instructional Technology, Communications or related field required.
• Three (3) years experience designing and developing procedural documentation and instructional materials required. Work Samples will be required
• One (1) year experience in conducting formal training classes and large group presentations required.
• Two (2) years project or team lead experience preferred.
• Two (2) years Health Care or Health Insurance experience preferably in a HMO/Managed Care setting preferred.
• Demonstrated knowledge of instructional design principles, adult learning and training theory required.
• Proven knowledge of designing and developing procedural documentation required.
• Demonstrated knowledge of classroom training methods and media required.
• Excellent written and verbal communication skills including the ability to conduct presentations required.
• Excellent interpersonal skills including the ability to interact with internal and external customers at all levels of the organization required.
• A high degree of complex evaluative, analytical, problem solving, decision making and negotiation skills required.
• Ability to work independently on projects, manage multiple priorities and timelines required.
• Intermediate knowledge of Microsoft Word, PowerPoint and Excel required.
• Design and development of interactive learning programs preferred.
• Strong customer focus and sense of urgency with the ability to be flexible to changing circumstances and customer needs required.
• Excellent organizational skills and planning skills with the ability to handle multiple assignments in a fast paced environment required.
• Other duties as assigned.

Department Requirements:

• MS Office - Excel, Word, Access, Forms, Teams, Power Automate, PowerPoint, Visio

• Experience utilizing multimedia tools such as Captivate

• SharePoint - documentation libraries, access, tracking, status updates, and lists

All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability.