Health Plan Call Center Training & Development Specialist

Western Health Advantage•Sacramento, CA

8d•$25 - $34•Hybrid

About The Position

Western Health Advantage is seeking a Training and Development Specialist to support the growth and performance of our Member Services team. In this role, you will design, deliver, and evaluate training programs that strengthen employee knowledge, skills, and overall effectiveness. You will play a key role in ensuring staff are equipped to provide high-quality, compliant, and empathetic service while supporting continuous learning and performance improvement across the department.

Requirements

Associate’s degree in Communications, Business Management, Education, or a related field
1–2 years of experience in training, coaching, or QA within a healthcare HMO preferred
3–5 years of experience in a customer service call center, preferably in healthcare operations
Experience delivering training across multiple formats, including instructor-led and e-learning
Working knowledge of adult learning theory and instructional design principles
Strong communication, facilitation, and interpersonal skills
Ability to adapt to changing priorities and training needs
Proficiency with standard business applications

Responsibilities

Facilitate engaging training programs to support staff performance and development
Conduct and coordinate new hire onboarding and ongoing training for call center staff
Partner with leadership to provide coaching, side-by-side support, and nesting for new and existing staff
Deliver training using a variety of methods including instructor-led, virtual, and e-learning formats
Apply design techniques using (ADDIE/SAM) to design and deliver measurable results
Translate complex healthcare concepts, regulations, and systems into clear, understandable content
Collaborate with QA and leadership to align training with call quality standards
Work with subject matter experts (SMEs) to identify learning gaps and improve training materials
Maintain and update SupportPoint and other training resources
Measure training effectiveness using KPIs such as QA scores, AHT, and FCR
Track and maintain training records and materials for all participants
Create a positive learning environment that encourages engagement and continuous learning
Perform other duties and special projects as assigned