SHSMD Career Center

JOB SUMMARY: The Operations Trainer is responsible for designing, developing, and implementing training to enhance effectiveness of the Member Services department. The Operations Trainer will assess departmental development needs that will drive the training curriculum and multi-channel methods to complete training. This position will develop, document, and maintain the knowledge base of operating procedures for the department and create instructional guides as needed to supplement training curriculum. Operations Trainer will be responsible for delivering training to all new and existing employees within the department to include, but not limited to, classroom training, e-learning, and self-directed learning. The Operations Trainer will be responsible for auditing the training for accuracy and creating a schedule for review and obtaining approvals for all content created to be delivered to employees. The Operations Trainer will review Risk Assessments for determination of accuracy and/or next steps for the trainees. The Operations Trainer will also be responsible for creating an online repository of all training material with quick key look up functions. The Operations trainer will be responsible for delivering a performance summary for each new hire that completes the new hire training curriculum. The summary will include a transition plan, identified areas for further development, and will conduct formal meetings with leadership to place to action recommendations. The Operations Trainer will also be responsible for coaching, evaluating and identifying areas of opportunity with each trainee. The Operations Trainer will be responsible for archiving and destruction of any obsolete training material to prevent adverse impacts on member accounts.

MINIMUM QUALIFICATIONS:

1. Education/Specialized Training/Licensure:

• Associate Degree in Business, Instructional Design, Adult Education or related field.
• Two (2) years of experience can be substituted in lieu of degree.

2. Work Experience (Years and Area):

• 4 years related experience in training or customer service within a high volume call center and/or data center. (Healthcare preferred)

3. Software Operated: Microsoft Office (Word, Excel, Outlook)

SPECIAL REQUIREMENTS:
1. Communication Skills:
Above Average Verbal (Heavy Public Contract)
Writing /Composing: Correspondence/Reports

2. Other Skills: Medical Terminology

3. Work Schedule: Flexible