Operations Training Specialist, Claims

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the complete onboarding journey for new hires within designated operations teams, encompassing program design, content development, classroom instruction, nesting coordination, job shadowing, and evaluation of floor readiness.

• Create and lead refresher courses, upskilling sessions, process changes, and specialized training for Claims adjudication based on queue requirements.

• Develop and sustain e-learning modules, Adobe Captivate simulations, facilitator resources, presentations, knowledge assessments, role-playing scenarios, and evaluations.

• Establish a comprehensive Claims training library featuring modules tailored to specific queues.

• Manage operations-related knowledge content within the knowledge management system.

• Evaluate the impact of training and knowledge on operational and product changes, proactively updating materials as needed.

• Independently implement minor knowledge and training updates while escalating significant program changes to the Enablement team.

• Oversee LMS administration, including scheduling, roster management, Zoom coordination, and preparation of subject matter experts (SMEs).

• Facilitate the participation of SMEs and supervisors in training initiatives.

• Assess training effectiveness through evaluation data, quality assurance results, nesting observations, and feedback from supervisors.

• Create coverage plans and maintain program documentation.

• Collaborate with the Enablement team on projects related to knowledge management, learning and development, and operational content.

• Utilize AI-assisted tools to generate content while ensuring the quality of the output.

⛳️ Requirements

• A minimum of 3 years of experience in training, instructional design, or knowledge management, preferably within contact center, healthcare operations, or customer service settings.

• A bachelor's degree or equivalent relevant experience in a similar position.

• Comprehensive ownership of the design, execution, and enhancement of training programs.

• Strong skills in project management and time management.

• Experience in delivering training sessions both virtually and face-to-face.

• Familiarity with knowledge management systems, learning management systems (LMS), or documentation tools.

• Understanding of instructional design principles and adult learning methodologies.

• Proficiency with AI-assisted content development tools and sound editorial judgment.

• Capability to manage multiple projects and deadlines simultaneously.

• Ability to collaborate effectively across various teams and departments.

🏝️ Benefits

• Competitive salary ranging from $68,000 to $75,000.

• Bonus potential.

• Equity package.

• 401(k) retirement plan with company matching.

• Paid vacation time.

• Company-recognized holidays.