Member Services Trainer

HealthPartners is currently hiring for a Member Services Trainer

The Member Services Trainer will develop and manage the design, implementation, evaluation and maintenance of new and ongoing training for all Member Services Staff.

Develop and manage the design, implementation, evaluation and maintenance of training presentations provided for other HealthPartners areas/departments.

ACCOUNTABILITIES:

Develop and deliver training to new and existing employees for proficiency in the following computer systems; HealthPartners Customer Service System (HCSS), Member Services Home Page, and Microsoft Office.

Develop curriculum and training materials for classroom training on all aspects of product, policies and procedures, computer software including soft skills and technical skills.

Design, implement and evaluate comprehensive training programs to build and maintain the strength of the Member Services organization and support the learning strategy

Design and deliver training and development programs and maintain an ongoing evaluation of the effectiveness of those programs.

Prepare technical training outlines and procedural materials for the following computer systems; HealthPartners Customer Service System (HCSS), Member Services Home Page, and Microsoft Office. Create and maintain user manuals, training outlines, user aids and other training materials

Formulate training sessions/programs based on department needs and compliance requirements.

Create and develop departmental resources as needed. Maintain and update existing resources using Web Development software. Create and maintain all internal resources, both web-based and manual.

Research and analyze department and corporate information received and evaluate the need for inclusion in department resources.

Participate in department and corporate-wide meetings to analyze changes made and how it impacts the Member Services department. Actively participate in cross-functional initiatives, projects, and recurring inter departmental meetings

Assist with HCSS system testing and provide feedback for system enhancements.

Evaluate system functions and provide suggestions for enhancements

Work closely with Systems to establish ongoing education designed to improve and maintain technical knowledge of the HCSS System.

Perform continual assessments of the on-line training environment to ensure information listed is accurate and effective.

Provide leadership and guidance to new and existing employees. Coach employees to help develop or enhance knowledge, skills and abilities.

Address performance and disciplinary issues with representatives and provide feedback to management regarding individual situations.

Provide inter-departmental training as needed.

Assist senior management in the analysis, development and design of improved automated tools and systems so that representatives can more effectively perform their jobs.

Manage and develop the training for experienced representatives, including ongoing training and updates in key knowledge areas and refreshers on key job skills.

Develop and implement programs and interventions specifically designed to meet the training and development needs of individual staff members as identified by management or by training assessment tools. Report on individual progress and identifies additional training needs.

Design and manage periodic review of the training program and its effectiveness. Evaluate the training program and implement necessary changes.

Create training evaluation tools, analyze feedback and implement changes as appropriate.

Develop means for measuring the effectiveness of training programs through testing

Conduct analysis of team output and make recommendations for training and/or communication

Coordinate scheduling of guest speakers for training purposes.

Recommend and implement cost-effective training methods and alternatives, such as job redesign, system medications or written documentation.

Interact with other corporate trainers and resources to develop and ensure cross-functional training and education.

Participates in business continuity planning and implementation.

Additional responsibilities as needed.

REQUIRED QUALIFICATIONS:

Bachelors Degree in Training, Education, Communications or other relevant field. 4 years of work experience in lieu of degree.

2 years experience in the health insurance industry

Experience in design and delivery of training programs

Experience with professional writing

Experience with and technical understanding of HealthPartners Systems including; HCSS, Microsoft Office.

Knowledge of the health care industry, including customer expectations on service.

Excellent written communication skills and ability to develop and customize training curriculum

Excellent oral communication and presentation skills and ability to lead group discussions

Excellent skills in planning, organizing and time management

Strong computer skills with Excel, Word, Power Point, SharePoint, and Outlook.

Advanced problem-solving skills

Demonstrated leadership skills and ability to accept or delegate responsibility

Ability to present information to various audiences

Ability to convert technical information into sound instructional programs

Ability to work independently and as part of a team

Ability to manage multiple projects and deadlines

Ability to conduct research, analyze, interpret and communicate results

Ability to work in a fast changing environment

Demonstrated usage of adult learning theory and practices as well as multiple learning methodologies.

Demonstrates high comfort-level delivering to small or large groups

PREFERRED QUALIFICATIONS:

At least 4 years of experience in the health insurance industry

2 years of customer service experience

Previous managerial or supervisory experience

Knowledge of on-line learning tools and training

Experience with web editing software/programs and/or HTML language.