Company Statement
Connecticare is a leading health plan in the state of Connecticut and a subsidiary of EmblemHealth, a health and wellness company that provides insurance plans, primary and specialty care, and wellness solutions. WellSpark is a digital wellness company and national subsidiary of EmblemHealth that offers a full suite of products and solutions to reward people for healthy behaviors.
Lead Training Specialist (Healthcare) - Hybrid
Summary:
- Conceptualize, research, develop, implement, maintain, and enhance Contact Center related training programs/materials.
- Facilitate training classes to support the Contact Center: provide technical, administrative, and other support as needed.
- Ensure that training covers critical Contact Center areas such as: customer service skills; policies and procedures; new hire orientation; relevant systems and applications (i.e., Service Cloud, Avaya, etc.) functionality related to the Contact Center.
Responsibilities:
- Oversee and supervise training staff to ensure each member of the team is fully capable of delivering high quality, effective training curriculum.
- Evaluate, coach and mentor staff; recommend training to increase skills.
- Facilitate train-the-trainer sessions to help improve trainer skillsets.
- Partner and consult with vendors to support development and maintenance of content.
- Work with Contact Center management to determine training needs and opportunities and manage training calendar.
- Develop and enhance training programs that maximize effectiveness of Operations staff performance.
- Perform independent research to support the ideation, creation, and development of training programs and materials designed.
- Collaborate and work with SMEs, Training Specialists and Sr. Training Specialists to create and improve training materials to ensure accuracy and delivery reflects leading practices to support a differentiated customer experience.
- Develop/revise comprehensive training programs, using various modalities, with the collaboration of colleagues, SMEs and key stakeholders.
- Create multimedia, graphics, and interactive course solutions by integrating supporting material/media into courses (audio, video, resources, etc.).
- Design and create high-quality, engaging, and effective e-learning courses.
- Convert instructor-led training content into interactive e-learning courses with activities to enhance learning retention where applicable.
- Facilitate training programs related to customer service/contact center day-to-day operations including customer service skills, etiquette, courtesy, and contact center application functionality.
- Provide technical, administrative, project management, logistical and other support as needed to maximize the effectiveness of processes, programs, approaches, and materials.
- Support project management training tasks related to new implementations, process changes, and new business to meet organizational needs.
- Produce and deliver ad-hoc reports, presentations, analysis, etc. to support organizational goals.
- Monitor and review the success of end user training by using quality results, assessment results, survey results, and observations or through discussions with organizational managers and trainers.
- Perform other job-related duties as directed or required.
Requirements:
- Bachelor’s degree required; master’s degree preferred
- 4 – 6+ years of relevant professional work experience required
- 3 – 5+ years of experience leading people required
- 2 – 3+ years of training design, development, and delivery experience in a virtual, classroom and large audience setting required
- Knowledge of adult learning theory; experience with inclusive training methodologies required
- Software application training experience required
- Excellent time management skills required
- Excellent communication (verbal, written, presentation, interpersonal/relationship building) skills required
- Critical thinking skills to develop or assess materials that will help employees understand the subjects being taught, understand the needs of the employees and judge what will work required
- Problem-solving and decision-making skills to determine the best programs to train employees and meet the needs of the organization required
- Experience developing eLearning modules using tools such as Articulate Storyline, Rise, Camtasia, or Captivate required
- Expert level command of course authoring tools, specifically Storyline 360, and course development methodologies required
- Ability to effectively manage multiple projects and tasks with competing objectives, priority levels, and deadlines; and to develop and adhere to time schedules to meet project deadlines and to sequence activities logically required
- Ability to follow instructions, procedures, and assignments accurately within a set time frame and to function under stressful situations, in a calm and rational manner required
- Very strong customer service orientation and commitment to quality, responsibility, high work standards, and initiatives required
- Strong knowledge of Microsoft Suite including Word and PowerPoint for producing training materials and presentations required
- Flexibility to accommodate travel to various locations required
- Self-motivated, innovative, and flexible required
- Experience delivering training in a call center/customer contact center environment preferred
- Strong knowledge of customer service/contact center day-to-day operations; and customer service system(s) preferred
Security Disclosure
If you are offered a job from one of the EmblemHealth family of companies that includes ConnectiCare, AdvantageCare Physicians, and WellSpark, the offer confirmation email will come from “HRTalentAcquisition” with the subject line: “Offer of Employment for (job title)” – Please respond online”.
We never ask you to join a Google Hangout, request you to purchase your own equipment or pay to apply. We do not send email from a third-party email service such as Yahoo or Gmail.
Pay Disclosure
A good faith estimate of the compensation range for individuals hired to work for the EmblemHealth Family of Companies is provided. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, internal peer equity, and market and business considerations. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. It is not typical for an individual to be hired at or near the top of the range, as compensation decisions depend on each case’s facts and circumstances. Union roles covered by a collective bargaining agreement will compensate in accordance with the union contract.
EEOC Statement
We are committed to leveraging the diverse backgrounds, perspectives, and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy or related condition, marital status, national origin, disability, protected veteran status or any other characteristic protected by law.