Oversee a cross functional team of trainers who are capable of developing and facilitating courses designed to support new hire classes as well as refresher training for ACPNY Call Center, PPO Call Center and PPO Claims (to include Medical, Dental, Hospital as well as Adjustments). Classes can range from individualized one on one training to large new hire classes. Responsible for keeping current all training material; ensuring updates are made as changes occur.
Oversee a cross functional training staff to ensure each member of the team is fully capable of delivering high quality, effective training curriculum to PPO Call Center personnel, PPO Claims Personnel and ACPNY Call Center personnel.
Coach and mentor staff; recommend training to increase skills.
Supervise a cross-functional team of trainers who will have the ability to conduct all operations related training across both ACPNY and EmblemHealth.
Ensure all training material is comprehensive and accurate for each department that is supported and develop a process to ensure the material remains up to date.
Evaluate training's impact and results in the business units and in training; reports findings and makes a significant contribution to planning and other core processes.
Coordinate all training requests and oversee training calendar.
Be able to facilitate and lead training initiatives when the need arises.
Perform research to find new ways to deliver training programs to increase retention.
Recommend ways for the teams to learn that are fun but deliver results. The more creative the better.
Training Certification Preferred
4 6 years of relevant professional Training experience required
3 5 years of supervisory experience required
Additional years of related experience may be used in lieu of Degree; required
One to three years of previous leadership experience required
One to three years call center or claims experience preferred
Knowledge of adult learning theory required
Problem solving and decision-making skills to determine the best programs to train employees and meet the needs of the organization required
Experience with eLearning training programs required
Experience dealing with remote personnel preferred
Very strong verbal and written communication skills required
Strong interpersonal and relationship building skills required
Excellent presentation skills required
We are committed to leveraging the diverse backgrounds, perspectives and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or any other characteristic protected by law.
Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws and regulations, EmblemHealth may provide work visa sponsorship for certain positions.