Call Center Training Specialist I

CGS Administrators, LLC•Nashville, TN

16h•Hybrid

About The Position

Responsible for training activities in an assigned area(s). Note: some areas may require varying degrees of emphasis or concentration within this general description. Logistics: (cgsadmin.com), one of BlueCross BlueShield's South Carolina subsidiary companies. Location: This position is full-time (40-hours/week) Monday-Friday with a hybrid work schedule. You will work an 8-hour shift scheduled during our normal business hours hybrid work schedule and the work hours are Monday - Friday 8:00AM – 5:00PM Central. It may be necessary, given the business need to work occasional overtime. You may be required to travel between buildings. 26 Century Blvd Suite ST610 Nashville, TN 37214 2922 SCA Benefit Requirements: BlueCross BlueShield of South Carolina and its subsidiary companies have contracts with the federal government subject to the Service Contract Act (SCA). Under the McNamara-O'Hara Service Contract Act (SCA), employees cannot opt out of health benefits. Employees will receive supplemental pay until they are enrolled in health benefits 28 days after the hire date. We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have the opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company. CGS Administrators provides a variety of services, under contracts with the Centers for Medicare and Medicaid Services (CMS) for beneficiaries, health care providers, and medical equipment suppliers in 33 states, supporting the needs of more than 20 million Medicare beneficiaries nationwide. We deliver outstanding service to our customers. If you are dedicated to the same philosophy, consider joining our team! Want to work for a growing company with an innovative eye towards the future? Join us today!

Requirements

Bachelor's degree OR Two year degree plus 3 years related training, insurance, or related work experience OR Five years training, insurance, or related work experience.
One year training, insurance, and/or related work experience.
Microsoft Office and standard classroom and office equipment (PC skills are needed to support the development of training programs and materials).
Strong project management skills.
Ability to learn corporate and other required systems.
Ability to complete area required training certification programs within 1 year and/or ability to receive internal competency verification on area specific curriculum within 1 year (area specific).
Strong verbal and written communication and human relations skills.
Ability to develop strong research, planning and data gathering skills.
Ability to design and develop to create outputs in various methods.
Strong organizational skills necessary to schedule, prioritize, and complete work assignments.
Ability to become an SME for multiple lines of business and job functions.
Able to acquire an understanding of the complex technical environment of the organization.
Understand Adult learning principles and appropriate learning development methodologies.
Ability to deliver training classes to 1 to 50 plus individuals.
Dependable, responsible and has the ability to work independently with little to no management intervention.

Nice To Haves

Medicare J15 (A, B, HHH) experience
Familiar with Criterion-Referenced Instruction (CRI) and Instructional Module Design (IMD) principles and methodologies
Practical understanding of Lean tools and principles – Root Cause Analysis (RCA), Define, Measure, Analyze, Improve, Control (DMAIC), etc.
Working knowledge of or the ability to develop highly proficient personal computer skills (PC skills are needed to facilitate training activities and support training curriculum maintenance).
Strong time management and organizational skills.
Deep understanding of Medicare regulations and guidelines.

Responsibilities

Facilitates varying levels of technical and non-technical training for both new hire and existing staff and/or teams.
Effectively manages the training environment to ensure compliance to organizational policies while delivering new employee orientation, job-specific, company-specific, e-learning, and other training solutions.
Evaluates learner performance and effectiveness through the administration of varying testing methodologies.
Communicates effectively with the applicable customer and/or manager related to both learner and course progression towards meeting expected outcomes.
Conduct assessments to identify the performance, skills, knowledge and information required for a desired training program.
Design and develop training solutions and materials that meet the intended need and learning outcome(s) for each targeted audience.
Enhance and evaluate training effectiveness through the redesign and revision of existing training courses, curricula and materials in order to fill learning gaps identified through various feedback methods.
Demonstrate effective communication and collaboration to partner with Subject Matter Experts (SMEs), trainer peers and others to achieve high-quality instructional materials.
Provide support to training support areas to include processing work to maintain subject matter knowledge, attend Operations team and Workgroup meetings, partner with areas to identify performance gaps and proactively develop training plan objectives.
Maintain/Verify Training Systems access and other administrative functions.