Training Manager job

This position drives employee readiness and performance improvement through the design, development and implementation of training initiatives. It supports CareMetx culture and business strategies through training curriculum development and facilitation. The Training Manager provides leadership in compliance efforts for training, recommending process and procedure improvements for the contact center and employs best practices, proven instructional designs, delivery and evaluation methodologies in a cost effective and timely manner.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Leads and manages a team in the development, evaluation and maintenance of training resource materials for the following areas: CRM, cloud-based phone system, knowledge management system, Standard Operating Procedures and Work Instructions
• Utilize sound instructional design methodologies to create classroom and online training, including the pre-work, post-session learning, participant materials, learner activities, simulations and skills assessments
• Organize and manage overall and individualized training and development plans
• Monitor and evaluate Training program effectiveness and success by establishing metrics and implements suggestions for improvements
• In cooperation with the QA team, rapidly and accurately incorporate Quality Assurance findings into updated team training and communication to team members
• Partners with program leadership to assist with the establishment of coaching plans for staff who are not meeting expectations
• Manages the team members on the training team through mentorship and coaching
• Stays current on the latest training development and delivery techniques and uses these to enhance training
• Maintains a tracking system, including but not limited to the knowledge management system and develops internal and client-facing reports relating to training activities
• Ensure compliance with CareMetx Standard Operating Procedures (SOP), program specific Operating Policies, and governmental regulatory policies including OIG, HIPAA and HITECH regulations
• Helps supports corporate training initiatives by delivering existing Personal/Professional Development and related Leadership courses to contact center supervisors and managers based on desired learning outcomes. This includes classroom training, learning assessments, e-learning, distance learning (both synchronous and asynchronous webinars), job aids toolkits, and other development resources Demonstrate the ability to apply assessment measurement and evaluation techniques to ensure processes, systems and applications meet business needs
• Perform project management of current and future training initiatives
• Demonstrate organizational skills, change management acumen, and eye for detail, prioritization, and time management skills, to ensure timely completion of activities
• Act as a liaison with client auditors and support the execution of corrective action and compliance requirements within the client’s specifications
• Performs other duties as assigned

Qualifications

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• Bachelor’s Degree in a related concentration required (i.e., Business, Management, Communications, Healthcare disciplines)
• Minimum three years of experience designing and delivering technical/call center/professional training, using a blended learning approach
• Experience creating and delivering training for a customer service contact center, preferably in a health insurance, health care or pharmacy discipline
• Three (3) years or more of previous leadership experience developing and managing direct reports
• Administrator level knowledge and experience with Learning Management Systems
• Strong communication skills, including written, verbal and active listening
• Facilitation skills, creativity and innovation, attention to detail, business acumen, relationship building, analytical thinking and project management skills
• Strong knowledge of computers with experience in the MS Office Suite (Word, Excel, PowerPoint), Adobe Captivate and related business software systems

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Outstanding interpersonal and interdepartmental skills in a multicultural environment
• Strong written/verbal communication skills for interviewing Subject Matter experts to extract knowledge being incorporated into training programs
• Excellent ability to advise in a client-facing environment
• Working understanding of adult learning theories preferred
• Strong leadership skills in communicating complex processes into simple and easy-to-understand concepts
• Excellent multi-tasking and organizational skills, with the ability to balance multiple responsibilities and competing priorities simultaneously
• Strong influencing and interpersonal skills, including presentations to groups of various sizes
• Self-reliant at creating training presentations and materials, measuring and assessing the success of each training event and integrating feedback into training delivery for continuous improvement
• Excellent presentation, facilitation and planning skills, as well as outstanding attention to detail
• History of creating voiceovers and flow diagrams for eLearning productions
• Masterful of engaging an audience and answering difficult questions
• Strong understanding of consumer technology, products, user experience and customer flows
• Ability to work independently, integrate with an existing team while maintaining flexibility in a time-critical environment
• Passionate about thriving in a rapidly changing environment, to quickly adapt to changing business needs and processes

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit.
• The employee must occasionally lift and/or move up to 10 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Schedule

Must be flexible on schedule and hours

Travel will be required (anticipate up to 10-15%)