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Training Specialist

1 month ago

Syracuse, United States EmblemHealth Full time
Summary:
  • Deliver operations training programs that encompass a blended approach (instructor-led modules, self-paced activities, flipped classroom, group activities, videos, and eLearning).
  • Responsible for multiple training topics (Products, Guidelines, polices & procedures, Systems utilized by Ops staff, etc.)
Responsibilities:
  • Facilitate delivery (in-person and virtual) of product, process and systems courses across all areas as business needs dictate: new hire, upskilling or refreshers; and class sizes can range from small to large groups (5-25).
  • Facilitation not only includes delivery of content, but should leverage engagement, deeper questioning and effective classroom management techniques.
  • Observe learners and provide constructive feedback.
  • View topic assessment data and adjust training real-time as necessary.
  • Support Learning Lab activities, assisting with questions and encouraging learners to find answers themselves.
  • Leverage class feedback and from manager observations to identify areas for improvement.
  • Provide input/feedback on courses for improvement purposes as well as for development of new training courses.
  • Maintain a current understanding of products, systems, and policies & procedures required for the operations areas.
  • Learn new training material to broaden skillset.
  • Perform research to learn best practices for engagement, deeper questioning, and classroom management techniques.
  • Handle all logistics to prepare for classes; e.g. setting up the virtual or live classroom, checking data for exercises and activities, and verifying assessments and files for learners.
  • Report to Training and Key Stakeholders on daily class attendance, learner performance, and any classroom challenges.
Requirements:
  • Bachelor's degree required; additional experience/specialized training may be considered in lieu of educational requirements
  • 2 - 3 years' training experience required
  • Hands-on training experience in a small group or classroom setting required
  • Experience with virtual meeting and/or training tools (e.g. Teams, Webex, Zoom) required
  • Excellent presentation skills required
  • Excellent verbal and written communication skills required
  • Strong interpersonal and relationship building skills required
  • Very strong customer service orientation and commitment to quality, responsibility, high work standards, and initiatives required
  • Strong systems navigation abilities and knowledge of Microsoft Word Suite including PowerPoint, Word and Excel required
  • Self-motivated, innovative and flexible required
  • Strong knowledge of customer service/contact center day-to-day operations and strong service system knowledge preferred
  • Knowledge of adult learning theories preferred
  • Knowledge of engagement techniques in a training environment preferred
  • Ability to travel as needed required