Training Specialist (45168)

The Training Specialist is responsible for the business' design, development, and training. This position instructs and informs staff about system use and policies/processes. This highly collaborative position requires the ability to foster strong business unit partnerships in multiple functional areas to maximize organizational performance and support the growth and development of employees. This position works under the direction of the Senior Manager of Call Center Operations with strong collaboration with the Learning and Development Team. 

Duties and Responsibilities

Responsibilities include but are not limited to the following:  

• Create, maintain and present training materials for Member/Provider Services, including training of staff handling inbound and outbound calls, staff processing incoming electronic enrollments and complaints, grievances and appeals
• Design, lead and review Member/Provider Services specific training related to Neighborhood’s lines of business.
• Design, lead and review Member/Provider Service, end-users training on Neighborhood’s core system applications or tools through classroom instruction and one-on-one training/coaching.
• Create and maintain end to end training materials by Line of Business that is consistent with the training approach approves.
• Introduce to new Member/Provider Services staff members and increase existing staff members understanding and utilization of core system software applications
• Provide education on health plan benefits, and billing guidelines and how access the necessary online benefit information.
• In coordination with the leadership teams within Member/Provider Services ensure proper workflow is maintained within the department and between internal/external customers.
• Assist the leadership teams within Member Services in the development and implementation of quality improvement projects implemented to better service our members and providers.
• Create and adapt training curriculum as needed for different audiences
• Works collaboratively with Neighborhood’s Learning and Development team, using training support systems approved by Neighborhood.
• Ensure that the Learning and Development Team is kept informed of all training activities.
• Works collaboratively with Neighborhood’s Learning and Development Team.
• Supports Neighborhood’s corporate initiatives and special projects as requested
• Other duties as assigned
• Corporate Compliance Responsibility - As an essential function, responsible for complying with Neighborhood’s Corporate Compliance Program, Standards of Business Conduct, applicable contracts, laws, rules and regulations, policies, and procedures as it applies to individual job duties, the department, and the Company. This position must exercise due diligence to prevent, detect, and report unlawful and/or unethical conduct by fellow co-workers, professional affiliates and/or agents.

Qualifications

Required:

• Bachelor’s degree or equivalent education and relevant work experience in lieu of a degree 
• Minimum of two (2) years experience coaching, training, facilitating, or mentoring teammates
• Experience with some of the following: learning design, instructional methods, and training techniques, including curriculum design and adult learning principles
• Strong interpersonal and communication skills (verbal and written) and the ability to work effectively with a wide range of constituencies in a diverse community 
• Customer service-driven mindset, passion for sharing knowledge with others, and a strong work ethic
• Proven ability to work in a fast-paced, deadline-orientated environment
• Ability to quickly learn systems, processes, and procedures
• Ability to manage time effectively and work independently and as part of a team
• Ability to handle very sensitive and confidential information appropriately
• Intermediate to Advanced skills in various operating systems, including Microsoft (Outlook, Excel, Word, PowerPoint, Visio), internet resources, etc.

Preferred:

• Minimum two (2) years experience working in healthcare industry  
• Demonstrated knowledge of instructional design with eLearning tools 
• Experience working with Storyline 360 or Adobe Captivate

Neighborhood Health Plan of Rhode Island is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.