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 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. It reports trainee performance to leadership following each training course and provides project status updates and recommendations on policy decisions needed to achieve project objectives. The trainer supports internal and external personnel by answering questions, providing information, and delivering training in assigned areas. The role may represent the department and division on work groups and special assignments, including related testing; serves as a subject matter expert on divisional work groups and liaison with the Instructional Design Center; and identifies documentation or delivery defects and gaps, recommending improvements as needed. The position maintains training materials, curricula, and documentation for Claims and Enrollment processors and Customer Service Representatives. It collaborates with management, supervisors, and subject matter experts to coordinate and deliver training and analyze and develop training or documentation needs. The trainer uses current technical skills to navigate electronic leadership tools and platforms and may test new tools.

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, leading and/or participating in special projects, and preparing employees for job responsibilities through on-the-job training, performance evaluation feedback, and coaching.
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.
A valid Michigan driver's license.
Frequent travel to business locations as 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 experience as a Verint leader.
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 various levels of leadership after each training course.
Provide the leadership team with project status and communicate and recommend policy decisions to achieve project objectives.
Answer questions, supply information, and provide training to internal and external personnel 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 act as a liaison with the Instructional Design Center.
Identify documentation or delivery defects and gaps and recommend improvements.
Maintain training materials, curricula, 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.