Sr. CRM Training Specialist

SCAN Health Insurance

3d•Hybrid

About The Position

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do. Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults. Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity. At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve. The Job Develops and delivers employee training programs. The Senior Training Specialist will be focused on defining, developing and delivering training to customer-facing associates. Key focus will be around training on business processes and new technology solutions that will help enabled / empower customer-facing associates.

Requirements

5+ years of related experience
Experience with developing and delivering associate training, focused on utilization of new technology solutions / tools to perform business workflows
Customer service experience, preferably in healthcare
Experience with technology solutions that support call center associates, such as telephony, desktop and knowledge tools.
Performs work with a high degree of latitude
Handles the most complex issues
Provides leadership, coaching, and/or mentoring to subordinate a group
May act as a lead or first-level supervisor
Technical expertise - Advanced technical skills for functional area
Problem Solving - Basic problemsolving skills
Communication - Good communication and interpersonal skills
Ability to develop and mentor others
Oral and written communication skills
Problem-solving skills
Planning skills
Presentation skills

Responsibilities

Identifies skill or knowledge gaps among the organizations employee population and develops training content in response to identified training needs
Selects training tools or training delivery mechanisms, based on the material being taught and the audience being targeted
Creates and maintains course content, manuals, or other training materials
Coordinates guest trainers or subject matter experts (SMEs)
Assesses the impact of training programs by measuring employee understanding of the subject matter
Performs work under minimal supervision.
Handles complex issues and problems, and refers only the most complex issues to higher-level staff.
Defines, develops and delivers training focused on utilization of new technology solutions / tools to support business processes and workflows.
Helps customer-facing associates connect business processes and workflows with an understanding of how to utilize technology and tools to enable them.
Actively support the achievement of SCAN’s Vision and Goals.
Other duties as assigned.

Benefits

Base Salary Range: $71,700 to $123,490 annually
An annual employee bonus program
Robust Wellness Program
Generous paid-time-off (PTO)
11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
Excellent 401(k) Retirement Saving Plan with employer match
Robust employee recognition program
Tuition reimbursement
An opportunity to become part of a team that makes a difference to our members and our community every day!
A competitive compensation and benefits program;
An annual employee bonus program;
Generous paid-time-off (PTO);
Eleven paid holidays per year;
Excellent Retirement Savings program;
A work-life balance;
An opportunity to become part of a team that makes a difference to our members and our community every day!