Senior Training Specialist

Company: EmblemHealth
Location: Albany
Posted on: January 12, 2021

Job Description:

Responsible for facilitating operations training programs, as well as evaluating and maintaining those programs to ensure they are current and effective. Responsible for multiple training topics such as: * Products* Guidelines, polices & procedures* Systems utilized by operations staffResponsibilities:* Facilitate development and delivery of (claims and service) courses across all areas as business needs dictate.* Develop/provide input into the development of targeted training courses for specific business functionalities.* Training programs may be new hire, upskilling or refreshers and classes can range from large groups to one-on-ones.* In collaboration with contact center management, create and enhance training material to ensure accuracy; and to ensure delivery reflects best practices to support the overall current training requirements as well as changes that need to be incorporated.* Determine training opportunities to increase understanding of material trained.* Obtain and interpret feedback of results to determine if the training was effective, and to identify opportunities to improve materials, coursework, and results.* Perform research to maintain awareness of best practices, and to locate articles, courses, etc. that provides materials into the development/refinement of coursework.* Maintain mastery level of understanding of all Emblem products, systems, and policies & procedures required for the operations areas.* Participate in activities that look at new processes, systems, etc. to support corporate initiatives with an eye towards identifying opportunities to improve processes for the enterprise.* Develop training activities to assist trainers to strengthen their training tools.* Evaluate training's impact and results in the business units and in training; reports findings and makes a significant contribution to planning and other core processes.Job Requirements:Requirements:* Bachelor's degree required; additional years of related experience may be used in lieu of degree* 3 to 5 years' experience in training required* Must have hands-on training experience in a classroom or large audience setting * Knowledge of adult learning theory required* Excellent verbal and written communication skills required* Excellent presentation and time management skills required* Problem solving and decision-making skills to determine the best programs to train employees and meet the needs of the organization required* Strong knowledge of customer service/contact center day-to-day operations and strong service system knowledge preferred* Strong interpersonal and relationship building skills required* Very strong customer service orientation and commitment to quality, responsibility, high work standards, and initiatives required* Strong knowledge of Microsoft Word Suite including PowerPoint for the purpose of producing training materials and presentations required* Knowledge of eLearning programs preferred * Must be self-motivated, innovative and flexible * Ability to travel as needed required

Keywords: EmblemHealth, Albany , Senior Training Specialist, Other , Albany, New York