Training Specialist

CVS Health•Franklin, TN

1d•Hybrid

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary This role will have a focus on training call center and transactions based operations staff (in-person and virtual) for all products including Final Expense, Accident and Health and Medicare Supplement products, for Aetna/CVS.

Requirements

2-3 years of experience in a business training capacity or equivalent experience.
2-3 years of transaction/processing and/or call center based training experience.
Proven experience facilitating instructor-let training (in-person and virtual) for diverse audiences.
Competent PC skills and proficiency in MS Office.
Fluency in English Communication (written / verbal) is a MUST.
Ability to work a Hybrid Work Schedule ( In office 3 days a week).
Excellent facilitation skills and the ability to interact effectively with people at all levels of the organization.

Nice To Haves

Ability to apply creative and innovative problem-solving approaches to training challenges.
Has strong conflict resolution, problem solving, negotiation and project management skills.
Excellent oral and written communication, interpersonal and presentation skills.
Demonstrates foundational understanding of IT focused frameworks, systems, tools, and modern methodology.
2-3 years of experience and understanding of healthcare transactions, IE: billing, claims processing, application/policy fulfillment and/or Healthcare claims processing.
1-3 years call center experience.
Foundational knowledge of adult learning principles and how to apply them in a training environment.
Demonstrates a strong aptitude for instructional design using creative approaches to develop engaging training content.
Demonstrates excellent written skills through sequencing, chunking, and ability to outline clear learning objectives.
Technologically literate – familiar with IT focused frameworks, systems and methodology.
Adaptable and flexible, with the ability to successfully navigate change and implement new processes.
Demonstrates commitment to continuous professional development
Strong focus on customer experience and quality outcomes, both for learners and end clients.

Responsibilities

Accountable for initial onboarding and job specific training for new colleagues.
Designs, delivers, and maintains department curriculum across various audiences within the company.
Independently oversees the classroom environment, managing all aspects of student engagement and learning retention.
Collaborates with leadership to ensure successful development and delivery of training materials and events that transfer learning back to the job.
Actively engage with other training staff and subject matter experts to collaborate and influence the design and development of curriculum, while using the appropriate learning medium.
Revise and customize the curriculum to reflect the unique geographic, product, and/or audience variations.
Manage participant performance in the classroom, to ensure adherence to Aetna standards and policies; provides feedback to management as appropriate; may be required to manage the administration of Aetna's performance.
Assess the effectiveness of training programs during and at designated intervals after delivery.
Collect and share curriculum and training feedback from participants and business leaders to enhance curriculum and training based on that feedback.
Use formal instructional design methodology, working with instructional design staff, to develop performance-based training and educational tools.
Develop and conduct follow-up assessments to determine the effectiveness and, when appropriate, ROI of training programs.
Lead team building sessions and/or games for engagement and collaboration among staff.
These responsibilities are included but not limited to other training tasks given by management as needed for the business.
This is an individual contributor role.