Instructional Developer - Claims Training

Blue Cross Blue Shield of Michigan•Detroit, MI

3d•Onsite

About The Position

This position is located in Detroit, MI or Grand Rapids, MI. The Instructional Developer is responsible for designing and developing procedural documentation, formal training modules, and customer service alerts, as well as conducting training and Train-the-Trainer sessions for Claims Training Division team members. The role works closely with managers, supervisors, and subject matter experts to assess needs and performance and to validate and evaluate training materials. It also represents the Department on committees and workgroups. The position develops, coordinates, and manages training schedules for the Customer Services Division. In collaboration with the Training Team, Quality, divisional leadership, and subject matter experts, the Instructional Developer analyzes performance and new-business issues and creates appropriate procedural documentation and training support materials. The role also works with corporate departments to implement new products, services, and processes within Core Operations; develops, monitors, and revises alerts for the online documentation help system; maintains training support systems; and schedules and conducts Train-the-Trainer sessions and training courses. Other duties and special projects may be assigned by leadership.

Requirements

Bachelor's degree with a major in Education, Instructional Technology, Communications, or a related field.
Three years of experience designing and developing procedural documentation and instructional materials.
One year of experience conducting formal training classes and large-group presentations.
Work samples are required.
Knowledge of instructional design principles, adult learning, and training theory.
Knowledge of designing and developing procedural documentation.
Knowledge of classroom training methods and media.
Excellent written and verbal communication skills, including the ability to conduct presentations.
Excellent interpersonal skills and ability to interact with internal and external customers at all organizational levels.
Complex evaluative, analytical, problem-solving, decision-making, and negotiation skills.
Ability to work independently on projects and manage multiple priorities and timelines.
Intermediate knowledge of Microsoft Word, PowerPoint, and Excel.
Strong customer focus and sense of urgency, with flexibility to respond to changing circumstances and customer needs.
Excellent organizational and planning skills, with the ability to handle multiple assignments in a fast-paced environment.

Nice To Haves

Two years of project or team lead experience.
Two years of health care or health insurance experience, preferably in an HMO/Managed Care setting.
Experience designing and developing interactive learning programs.

Responsibilities

Design and develop procedural documentation, formal training modules, and customer service alerts.
Conduct training and Train-the-Trainer sessions for Claims Training Division team members.
Work with managers, supervisors, and subject matter experts to assess needs and performance and validate and evaluate training materials.
Represent the Department on committees and workgroups.
Develop, coordinate, and manage training schedules for the Customer Services Division.
Collaborate with the Training Team, Quality, divisional leadership, and subject matter experts to analyze performance and new-business issues and develop procedural documentation and training support materials.
Work with corporate departments to implement new products, services, and processes within Core Operations.
Develop, monitor, and revise alerts for the online documentation help system.
Maintain training support systems.
Schedule and conduct Train-the-Trainer sessions and training courses.
Perform other duties and special projects as assigned by leadership.