Specialty Customer Service Trainer

This position develops, implements and manages learning interventions in support of SBU(s) employee learning and performance related projects.

• Designs and develops appropriate and effective instructional materials and content.
• Delivers training through appropriate channels (e.g., classroom, teleconference, asynchronous and synchronous online) while incorporating instructional design principles and methodologies.
• Collaborates with Corporate Operations, IT Project Management, Care Management Center (CMC) Learning and Performance and other stakeholders to work on projects, influence change management, drive training strategy and coordinate project rollouts.
• Leads/co-leads the overall design, development and delivery of learning products/services/interventions, including specific needs analysis, learning outcomes definition, structure and design of learning product, implementation planning, communication with relevant stakeholders and follow up on evaluations for learning transfer.
• Serves as an advocate for learning and change management in project planning meetings and effectively communicate project plans, milestones and training strategy on an ongoing basis.
• Provides support for business or systems migrations and new office openings.
• Provides leadership and consultation to CMC Learning Leaders/Specialists on process improvement initiatives; share best practices, and create a virtual Learning Community.
• Maintains accurate, current iSeries/IP training materials that Health Plan/Employer Solutions and Public Sector CMC Learning Teams can customize for new hire training.
• Serves as subject matter expert (SME) for CMC Learning Leaders/Specialist in reference to call center policies/procedures content as it relates to iSeries/IP.
• Supports iSeries/IP enhancements by participating in User Acceptance Testing (UAT), create training materials for UAT and Train the Trainer (TTT).
• Delivers Train the Trainer sessions using blended learning techniques and current learning technologies to ensure all CMCs have necessary information when there are changes to the iSeries/IP system.
• Provides support to other call center initiatives (non-iSeries). Support may take the form of serving as Project Manager, subject-matter expert, participating in UAT, designing/developing/delivering TTT, assisting with documentation, etc.
• Supports Learning and Performance department strategy, effectiveness, projects, processes, and team working environment.

Other Job Requirements

Responsibilities

3-5 years of training experience in healthcare or insurance industry.
2+ years of experience leading and managing projects.
1+ year of formal training (classroom delivery, content design and development) experience.
Equivalent combination of related experience and education will be considered.
Demonstrated understanding of instructional design, adult learning concepts, performance improvement, change management, and learning best practices.
Ability to convert abstract ideas into concrete learning solutions and proven ability to communicate technical information to non-technical customers.
Familiarity with behavioral health and managed care business, operations, and systems migrations.
Strong interpersonal skills.
Ability to function independently and as a team member.
Strong project management skills.
Effective organizational, time management and communication skills, combined with attention to detail.
Experience with a Learning Management System is required.
Strong working knowledge of MS Office suite of products.

General Job Information

Title

Specialty Customer Service Trainer

Grade

22

Work Experience - Required

Healthcare, Training

Work Experience - Preferred

Education - Required

Education - Preferred

Bachelors

License and Certifications - Required

License and Certifications - Preferred

Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.
Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.