Call Center Training Specialist

WelbeHealth•California, USA, CA

2d•$70,304 - $89,535•Hybrid

About The Position

At WelbeHealth, each participant of our program is guided by our interdisciplinary team (IDT), composed of clinical and non-clinical members who work cohesively to provide all-inclusive care to our most vulnerable senior population. The WelbeHealth Advocate Training Specialist will be accountable for facilitating training and support as needed. The WelbeHealth Advocate Training Specialist will serve as a subject matter expert in both operational processes and systems used by the Health Plan Services team, and will ensure that the comprehensive training program is inclusive of any additional systems training as applicable. The WelbeHealth Advocate Training Specialist will collaborate with their supervisor by providing feedback and ideas on improving training methods and the overall training experience to promote WelbeHealth values and team culture.

Requirements

High school diploma or equivalent required
Must be able to commute to WelbeHealth centers monthly for onsite training
Minimum of three (3) years of experience as a training specialist or similar role
Previous experience working with electronic health records and contact center systems and platforms
Advanced proficiency in MS PowerPoint for developing curriculum and training plans
Strong understanding of change management best practices and the ability to integrate them into training strategy

Responsibilities

Conduct both routine and ad-hoc trainings for the WelbeHealth Advocate Hub team
Design role-based comprehensive curriculum and training plans using industry and training best practices, including both new hire programs and ongoing/ad-hoc training needs
Develop process for evaluation of training and program effectiveness, and incorporate feedback into future design
Conduct needs assessments and competency assessments for staff on a regular basis to identify skill or knowledge gaps that need to be addressed
Identify learners who require additional support, and partners with supervisors to provide that additional support and teaching
Partner with the Technology team to understand technology and system deployments or releases to understand team impact and assess training needs
Collaborate with our Training and Development team to ensure that the training program is aligned with their standards, consistent, and effective across teams