Senior Training and Development Specialist

Job Summary

Accountable for the identification development and training needs for the Customer Service organization by consulting with the leaders of Enterprise Operations Market and Product Development Product Administration and the other business units (e.g. Medicaid Individual). Will design develop implement and deliver curriculum to meet the current and future needs of Customer Service. This will include instructor led as well as e-learning (e.g. Computer Based Training). Develop and deliver company-wide product training and New Employee Orientation.

Will be responsible for mentoring Customer Service Training Specialist Supervisors Leads and Coordinators.

Essential Functions

• Develops implements and evaluates educational / training strategies including such methodologies as coaching facilitation developmental experience and mentoring.
• Research assess and analyze employee / C/S organizational structure needs and processes utilizing available information and soliciting additional information through focus groups interviews and consultation with CS leadership team and business analysts etc.
• Complete detailed needs analysis and redesign training flows and methods for delivery for both foundation/core and product specific (e.g. PPO H.S.A. etc.) training. Review of existing curriculum and determine appropriateness of student-lead e-learning versus Instructor-led training.
• Create facilitator guides with Trainer checklists.
• Create scenario/case study exercises quizzes role play activities.
• Develop certifications process and tools for new hire and refresher training.
• Build a Trainer toolbox with facilitation aids and conduct Train The Trainer (T3) sessions demonstrating adult learning techniques.
• Seeks and hires vendors and manages participants timeliness and budgets to develop CBTs videos or tutorials.
• Implement a training approach that is consistent flexible relatable hands-on scalable and fun utilizing adult learning techniques.
• Develop and administer feedback mechanisms with learners leads and supervisors after 60 days in the job to create process improvements and continuously refine content and approach.
• Work closely with Customer Service leadership and Quality Assurance team to support improvement of consumer experience related to survey feedback.
• Review all misquotes and management review cases and perform root cause analysis (RCA) and make process improvement recommendations.

Qualifications

Required

• Bachelors Degree or equivalent Business Human Resources Education or other related field
• 5 years of relevant experience experience in developing and implementing organizations-wide learning curriculum.
• CRT-Coding Specialist (CCS) - AHIMA American Health Information Management Association Coding Upon Hire Or
• CRT-Professional Coder - AAPC American Academy of Professional Coders Coding Upon Hire Or
• CRT-Outpatient Coder Certified (COC) Coding Upon Hire Or
• CRT-Registered Health Information Technician (RHIT) - AAPC American Academy of Professional Coders HIM Upon Hire Or
• CRT-Registered Health Information Administrator (RHIA) - AHIMA American Health Information Management Association HIM Upon Hire CRT

Preferred

• Masters Degree
• 2 years of relevant experience experience in managed care and/or health care
• Public speaking experience
• Training experience in a call center environment with a strong focus on customer service excellence
• Demonstrated ability in training needs assessment design development deliver and skills evaluations.
• CRT-Documentation Improvement Practitioner Certified (CDIP) Upon Hire
• CRT-Clinical Documentation Specialist Certified (CCDS) - Upon Hire

About Corewell Health

As a team member at Corewell Health you will play an essential role in delivering personalized health care to our patients members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators leaders and innovators that continue to build on one shared mission statement - to improve health instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

How Corewell Health cares for you

• Comprehensive benefits package to meet your financial health and work/life balance goals. Learn more here.

• On-demand pay program powered by Payactiv

• Discounts directory with deals on the things that matter to you like restaurants phone plans spas and more!

• Optional identity theft protection home and auto insurance pet insurance

• Traditional and Roth retirement options with service contribution and match savings

• Eligibility for benefits is determined by employment type and status

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Corewell Health is committed to providing a safe environment for our team members patients visitors and community. We require a drug-free workplace and require team members to comply with the MMR Varicella Tdap and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process to perform the essential functions of a job or to enjoy equal benefits and privileges of employment due to a disability pregnancy or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race color national origin sex disability age religion genetic information marital status height weight gender pregnancy sexual orientation gender identity or expression veteran status or any other legally protected category.

An interconnected collaborative culture where all are encouraged to bring their whole selves to work is vital to the health of our organization. As a health system we advocate for equity as we care for our patients our communities and each other. From workshops that develop cultural intelligence to our inclusion resource groups for people to find community and empowerment at work we are dedicated to ongoing resources that advance our values of diversity equity and inclusion in all that we do. We invite those that share in our commitment to join our team.

You may request assistance in completing the application process by calling 616.486.7447.