Training Facilitator, PHIEA

Commonwealth of Pennsylvania•*Telework, PA

3d•Remote

About The Position

Pennie®, Pennsylvania’s official state-based health insurance marketplace, is seeking a skilled and collaborative Training Facilitator to support training and workforce development for our contact center operations. This role is ideal for a hands-on training professional who enjoys facilitating learning, developing engaging content, and translating complex policies and systems into clear, actionable guidance. In addition to leading training sessions, you will contribute to the design and development of training programs and learning materials. You will play a key role in preparing staff to deliver high-quality service to Pennsylvanians through effective onboarding and ongoing development programs. This is a great opportunity for someone with a background in contact center training, instructional design, or customer-facing operations who enjoy building practical, high-impact learning experiences. Your work will directly support Pennie’s mission of connecting Pennsylvanians to health coverage by ensuring reliable, seamless customer experiences.

Requirements

At least two years of professional experience in training, learning & development, human resources, or a closely related field.
At least two years of experience designing, developing, delivering, and evaluating structured training programs (e.g., instructor-led training, eLearning, on-boarding programs).
A bachelor’s degree (or an equivalent combination of education and experience).
Must reside in or be willing to relocate to Pennsylvania for the duration of employment.
Must be able to perform essential job functions.

Nice To Haves

Experience with Affordable Care Act (ACA) federal- or state-based exchanges and/or Medicaid programs.
Experience translating complex policies, regulations, or system processes into training content.
Experience designing training for contact centers, customer service, or high-volume operations.
Experience using tools such as Microsoft Forms or similar platforms to assess learning outcomes.
Experience using eLearning development tools (e.g., Articulate) and SAP Learning Management Systems (LMS).

Responsibilities

Design, develop, and deliver training programs that prepare Pennie’s contact center staff to confidently support Pennsylvanians, owning the learning experience from on-boarding through ongoing development.
Lead instructor-led and virtual training sessions.
Develop eLearning modules to support a variety of learning styles.
Guide new hires through on-boarding, including system training, simulations, and hands-on learning experiences that reflect real customer interactions.
Create clear, engaging instructional materials, such as presentations, job aids, facilitator guides, and knowledge checks, that translate complex information into practical guidance.
Identify performance gaps and develop targeted training solutions to improve staff effectiveness.
Support ongoing learning through refresher trainings and continuous program improvements.
Maintain organized, accessible training resources.
Partner closely with policy, operations, and technology teams to ensure content remains accurate, current, and aligned with real-world processes.