Training Specialist (Healthcare)

General Dynamics Information Technology • Albany, NY

14h • Hybrid

About The Position

The Training Specialist supports the New York State Department of Health Medicaid Management Information System program, focusing on Call Center training needs for the eMedNY program in Albany, New York. The role leads training on the Provider Services Portal and Medicaid enrollment processes and serves as the primary expert and escalation point for training guidance. The specialist helps representatives meet performance expectations and develops and delivers training initiatives that strengthen operational effectiveness and support organizational goals.

Training is delivered to customer service representatives and internal stakeholders in person, virtually, in groups, and one-on-one. The position also includes coaching trainees in resource use and independent problem-solving, working with call center and provider services teams on system and process changes, assessing trainee progress and knowledge retention, and maintaining training materials and learning content.

Requirements

• A BA/BS degree plus 2 or more years of experience, or 5 or more years of experience, or equivalent.
• Working knowledge of all Microsoft Office applications, including PowerPoint.
• Comfort learning and navigating multiple software applications and systems.
• Experience delivering effective training in classroom and virtual environments using adult learning principles.
• Ability to develop, maintain, and enhance training curriculum, instructional materials, and learning resources.
• Strong presentation, communication, and facilitation skills, including the ability to explain complex concepts clearly and engage diverse audiences.
• Ability to assess learner comprehension, adapt training methods, and support knowledge retention.
• Excellent organizational, time-management, and material-preparation skills, with strong attention to detail.
• Adaptability, a strong work ethic, and ability to quickly learn new systems, processes, and subject matter.
• Ability to work independently and collaboratively in a team environment.

Nice To Haves

• Training-related certifications, continuing education, or professional development in learning and development, instructional design, or adult education.
• Experience using learning management systems, virtual training platforms such as Zoom or Microsoft Teams, and presentation development tools.
• Knowledge of adult learning methodologies, training effectiveness measurement, and learning assessment techniques.
• Experience delivering training within a contact center environment.

Responsibilities

• Deliver technical and functional training on the NY Medicaid Provider Services Portal to customer service representatives and internal stakeholders through in-person, virtual, group, and one-on-one sessions.
• Serve as a subject matter expert on Provider Services Portal functionality, provider enrollment processes, and related business practices, providing guidance and support to call center representatives.
• Coach trainees on locating information, using available resources, and developing independent problem-solving skills.
• Partner with call center and provider services teams to communicate and support system, process, and program changes.
• Monitor trainee progress and knowledge retention through assessments.
• Provide leadership with feedback on performance, training outcomes, and emerging trends.
• Develop, maintain, and update training materials, job aids, and learning content.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits and wellness packages.
• 401(k) with company match.
• Competitive pay.
• Paid time off, including vacation, sick and personal time, holidays, and paid parental, military, bereavement, and jury duty leave.
• Medical plan options, some with Health Savings Accounts.
• Dental plan options.
• Vision plan.
• Short- and long-term disability benefits.
• Life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance, provided or available.
• Full-flex work weeks where possible.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level