Senior Training and Development Specialist

Corewell Health•Grand Rapids, MI

13h•Onsite

About The Position

Job Summary Accountable for the identification, development and training needs for the Customer Service organization by consulting with the leaders of Enterprise Operations, Market and Product Development, Product Administration and the other business units (e.g. Medicaid, Individual). Will design, develop, implement and deliver curriculum to meet the current and future needs of Customer Service. This will include instructor led as well as e-learning (e.g. Computer Based Training). Develop and deliver company-wide product training and New Employee Orientation. Will be responsible for mentoring Customer Service Training Specialist, Supervisors, Leads and Coordinators. Essential Functions Develops, implements and evaluates educational / training strategies, including such methodologies as coaching, facilitation, developmental experience, and mentoring. Research, assess and analyze employee / C/S organizational structure, needs and processes, utilizing available information and soliciting additional information through focus groups, interviews, and consultation with CS leadership team and business analysts, etc. Complete detailed needs analysis and redesign training flows and methods for delivery for both foundation/core and product specific (e.g. PPO, H.S.A., etc.) training. Review of existing curriculum and determine appropriateness of “student-lead” e-learning versus Instructor-led training. Create facilitator guides with Trainer checklists. Create scenario/case study exercises, quizzes, role play activities. Develop certifications process and tools for new hire and refresher training. Build a Trainer toolbox with facilitation aids and conduct Train The Trainer (T3) sessions demonstrating adult learning techniques. Seeks and hires vendors and manages participant’s timeliness and budgets to develop CBT’s, videos or tutorials. Implement a training approach that is consistent, flexible, relatable, hands-on, scalable and fun utilizing adult learning techniques. Develop and administer feedback mechanisms with learners, leads and supervisors after 60 days in the job to create process improvements and continuously refine content and approach. Work closely with Customer Service leadership and Quality Assurance team to support improvement of consumer experience related to survey feedback. Review all misquotes and management review cases and perform root cause analysis (RCA) and make process improvement recommendations.

Requirements

Bachelor's Degree or equivalent Business, Human Resources, Education or other related field
5 years of relevant experience experience in developing and implementing organizations-wide learning curriculum.
CRT-Coding Specialist (CCS) - AHIMA American Health Information Management Association Coding Upon Hire Or
CRT-Professional Coder - AAPC American Academy of Professional Coders Coding Upon Hire Or
CRT-Outpatient Coder, Certified (COC) Coding Upon Hire Or
CRT-Registered Health Information Technician (RHIT) - AAPC American Academy of Professional Coders HIM Upon Hire Or
CRT-Registered Health Information Administrator (RHIA) - AHIMA American Health Information Management Association HIM Upon Hire

Nice To Haves

Master's Degree
2 years of relevant experience experience in managed care and/or health care
Public speaking experience
Training experience in a call center environment with a strong focus on customer service excellence
Demonstrated ability in training needs assessment, design, development, deliver and skills evaluations.
CRT-Documentation Improvement Practitioner, Certified (CDIP) Upon Hire
CRT-Clinical Documentation Specialist, Certified (CCDS) - Upon Hire

Responsibilities

Develops, implements and evaluates educational / training strategies, including such methodologies as coaching, facilitation, developmental experience, and mentoring.
Research, assess and analyze employee / C/S organizational structure, needs and processes, utilizing available information and soliciting additional information through focus groups, interviews, and consultation with CS leadership team and business analysts, etc.
Complete detailed needs analysis and redesign training flows and methods for delivery for both foundation/core and product specific (e.g. PPO, H.S.A., etc.) training.
Review of existing curriculum and determine appropriateness of “student-lead” e-learning versus Instructor-led training.
Create facilitator guides with Trainer checklists.
Create scenario/case study exercises, quizzes, role play activities.
Develop certifications process and tools for new hire and refresher training.
Build a Trainer toolbox with facilitation aids and conduct Train The Trainer (T3) sessions demonstrating adult learning techniques.
Seeks and hires vendors and manages participant’s timeliness and budgets to develop CBT’s, videos or tutorials.
Implement a training approach that is consistent, flexible, relatable, hands-on, scalable and fun utilizing adult learning techniques.
Develop and administer feedback mechanisms with learners, leads and supervisors after 60 days in the job to create process improvements and continuously refine content and approach.
Work closely with Customer Service leadership and Quality Assurance team to support improvement of consumer experience related to survey feedback.
Review all misquotes and management review cases and perform root cause analysis (RCA) and make process improvement recommendations.

Benefits

Comprehensive benefits package to meet your financial, health, and work/life balance goals.
Learn more here .
On-demand pay program powered by Payactiv
Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
Optional identity theft protection, home and auto insurance, pet insurance
Traditional and Roth retirement options with service contribution and match savings
Eligibility for benefits is determined by employment type and status

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