Customer Service Training Mentor

GuideWell•San Antonio, TX

3d•Onsite

About The Position

WebTPA, a GuideWell Company, is a healthcare third-party benefit administrator with over 30+ years of experience building unique benefit solutions and managing customized health plans. The Training Mentor is responsible for Mentoring New Hires and existing employees through training delivering formal instructor-led (classroom and virtual) training, facilitating discussions to support the implementation of informal training solutions, and providing coaching and performance-based feedback to employees enabling them to perform the requirements of their roles while maximizing their time to full job competency. The Training Mentor will facilitate hands-on training in 1:1 situations with coaching and instruction in the advanced areas of Operations including Customer Service and Claims processing, functioning as a Subject Matter Expert. This includes the delivery and facilitation of learning solutions encompassing product, compliance and job specific process knowledge; sales, service and customer retention skills, knowledge of how to use and navigate various systems, tools, websites etc employees use daily on the job.

Requirements

4+ years related work experience.
Training delivery/facilitation experience in an in-person environment which includes 1 – 2 years experience in virtual classroom facilitation
Experience working with new hires and existing employees in either Customer Service Calls or Processing Claims with emphasis on error free production following training.
Related Bachelor’s degree or additional related equivalent work experience in areas of Operations, Training, education, human resources, business, or other related fields.
Years of delivery/facilitation experience can be supplemented with 3 - 5 years of relevant work experience in Operations, customer service, billing and/or claims processing, being performed in a health/insurance related organization.
Demonstrated knowledge of adult learning theory & principles
Seasoned written and verbal communication skills which include demonstrated ability to facilitate training.
Ability to address non-route of requests and/or solve non-route business related issues
Ability to work in a fluid environment where business and organizational direction changes occurs frequently
Seasoned knowledge of Kirkpatrick and Philip learning evaluation models with experience in knowledge proficiency and on the job transfer.
Ability to interpret business related results into actionable items for individual growth and development.
Ability to quickly develop business relationships
Ability to provide feedback to elevate the performance level of an individual or team

Nice To Haves

Management experience preferred
5 or more years of experience delivering training to non-exempt and exempt employee audiences
1 or more years of experience delivering training to front line managers and/or supervisors
Knowledge of WebTPA health and ancillary products and systems
Industry recognized facilitator certification (i.e. ATD Certification, Achieve Global, etc.)
Seasoned knowledge of instructional design process (i.e. ADDIE, RAPID) with ability to demonstrate practical application of principles preferred.
Working knowledge of instructional design methods (Dick & Carey, MLRK) with ability to demonstrate practice application of methodology preferred.

Responsibilities

TRAINING NEW HIRES - Deliver and facilitate new hire training with an emphasis of Customer Service utilizing skill-based training, systems, employee tools, and member web site, etc. in a virtual and in-person environment.
Assess content and report out at a high level ROI on time spent, quantifying impacts.
CONTINUING EDUCATION FOR EXISTING STAFF - Deliver training for existing employee with sessions on a variety of products, systems, job roles, and support area business processes.
FEEDBACK ON TRAINEES - Provide coaching and feedback to management on progress of an individual learner and a group on their ability to best apply knowledge, skills, tools and job processes.
PARTNER W/ AUDITING, OPS, ACCT MGMT, TD TO EVALUATE EXISTING CONTENT - Function as a performance consultant, collaborating with operations to perform needs assessment and recommend training solutions.
Assess content and report out at a high level ROI on time spent, quantifying trends in training impact
Partner with team to deliver pilot courses and provide feedback on instructional soundness of materials, including assessments.
FACILITATION METHOD FEEDBACK - With guidance from leadership, recommend best practices in facilitation which support formal and informal solutions in an in person and virtual environment that take into account technology platforms.
ADMINISTRATIVE - Perform administrative responsibilities, such as evaluations on course and delivery effectiveness, classroom surveys regarding set-up/upkeep/system images, and system performance & other duties as assigned