Trainer - Operational Performance

Blue Cross Blue Shield of Michigan•Detroit, MI

About The Position

The Trainer - Operational Performance develops and conducts formal classroom training, provides on-the-job training (OJT) and post-training support, and develops training materials and programs. The role plans, coordinates, develops, and implements approved divisional and/or corporate projects to improve the efficiency of operational procedures, methods, controls, and performance. The position compiles and reports trainee performance to leadership after each training course, provides leadership with project status, and communicates and recommends policy decisions to achieve project objectives. It assists internal and external personnel by answering questions, supplying information, and providing training in assigned areas. The role may represent the department and division on work groups and special assignments, including related testing; serve as a subject matter expert on divisional work groups; and liaise with the Instructional Design Center. The Trainer identifies documentation or delivery defects and gaps and recommends improvements. The role maintains training materials, curriculum, and documentation for Claims and Enrollment processors and Customer Service Representatives. It works closely with management, supervisors, and other subject matter experts to coordinate and deliver training and analyze and develop training or documentation needs. The position uses current technical skills to navigate electronic leadership tools and platforms and tests new tools as required. Frequent travel to business locations is required.

Requirements

Bachelor's degree in Education, Instructional Design, Communications, or a related discipline.
Four years of BCBSM and/or related experience, including specified years of experience in certain disciplines as designated by the department.
Proven experience in group presentations and leading and/or participating in special projects.
Experience preparing employees for job responsibilities through OJT, performance evaluation feedback, coaching, and similar methods.
Demonstrated PC skills in word processing and spreadsheets.
Ability to design and produce training materials based on the Instructional Design Process.
Knowledge of Adult Learning Principles.
Good verbal and written communication skills.
Valid Michigan driver's license.
Frequent travel to business locations is required.
Other related skills and/or abilities may be required to perform the job.

Nice To Haves

Two years of TLI leadership experience.
Two years of Verint experience as a leader.
Proven ability to facilitate effectively with varying audience levels.
Familiarity with Core Operations.
Proven project leadership.
Jira experience.
Strong attention to detail.

Responsibilities

Develop and conduct formal classroom training.
Provide on-the-job training and post-training support.
Develop training materials and programs.
Plan, coordinate, develop, and implement approved divisional and/or corporate projects to improve operational procedures, methods, controls, and performance.
Compile and report trainee performance to leadership following each training course.
Provide leadership with project status and communicate and recommend policy decisions to achieve project objectives.
Assist internal and external personnel by answering questions, supplying information, and providing training in assigned areas.
Represent the department and division on work groups and special assignments, including related testing, as requested.
Serve as a subject matter expert on divisional work groups and liaise with the Instructional Design Center.
Identify documentation or delivery defects and gaps and present recommendations as required.
Maintain training materials, curriculum, and documentation for Claims and Enrollment processors and Customer Service Representatives.
Coordinate and deliver training with management, supervisory staff, and other subject matter experts.
Analyze and develop training and documentation needs.
Navigate electronic leadership tools and platforms and test new tools as required.