Trainer

Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company. Join our award winning team!



2023 Awards:

• National Customer Service Association All-Stars Award: Service Organization of the Year.


• Stevie Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

BASIC FUNCTION



Responsible for assessing, designing, developing, improving, evaluating, and delivering initial and continuing training programs for assigned teams; facilitate various learning modules to include live training, virtual training, e-learning courses, etc. to assist with the transfer of product and process knowledge; assist with reviewing, developing, and implementing key performance indicators (KPIs) into training materials upon review by upper-level leadership; integrate adult learner best practices, learning initiatives, and legislative requirements into deliverable training programs; may be asked to update current training materials to better align with needs and most recent legislation; as assigned, create and facilitate reinforcement programs to support ongoing professional development; assist with coordination and preparation of training schedules, training rooms, and training materials (e.g. projector, screen, copies, etc.), as needed



MAJOR JOB ACCOUNTABILITIES



Program Training – Assess, design, develop, improve, evaluate, and deliver initial and continuing training programs for assigned teams, ensuring adherence to corporate and departmental policies and procedures

• Facilitate various learning modules to include virtual training, e-learning courses, live training, etc. to assist with the transfer of product and process knowledge


• Consult with Operations Management, Client Services Team, Sales, etc. to identify knowledge, skills, abilities, and program specific information and tools that must be taught to new members of anassigned team


• Develop training curriculum based on product information and local healthcare legislation, utilizing this information to determine instructional objectives, content outlines, training methods, training time, etc.


• Assist with reviewing, developing, and implementing key performance indicators (KPIs) into training materials upon review by Operations Management


• Integrate adult learner best practices, learning initiatives, and legislative requirements into deliverable training programs


• Deliver and/or facilitate program-specific and assimilation training for all new team members, which includes observing where trainees are experiencing difficulty and take instructional steps to clarify information


• As necessary, identify and work with subject matter experts to create and facilitate appropriate training presentations


• May be asked to update current training materials to better align with team needs and most recent legislation


• Stay apprised of all changes to policies and procedures ensuring policies are thoroughly and accurately communicated in training sessions


• As necessary provide counseling to trainees on status of their performance level in class and create developmental action plans


• Continuously review implemented training programs, methods, or tools for potential updates and curriculum redesign ensuring learning plans meet functional needs to support larger business unit strategies


• Make recommendations to management on potential training needs for development based on observations


• As assigned, create and facilitate reinforcement programs to support ongoing professional development


• As necessary and assigned, design, develop, and facilitate ongoing training programs as ad hoc offerings


• Continuously research industry specific trends and distribute to management or associates as needed or directed


• Assist with coordination and preparation of training schedules, training rooms, and training materials (e.g. projector, screen, copies, etc.) as needed

Training Design, Development, and Documentation - Participate in the design and development of written and various media formats of training materials (e.g. presentations, exercises, handouts, aids, quizzes, etc.) for training courses

• Design layout of documentation or media which may include creating the format, layout, and appearance of text and graphics


• Update training materials as necessary, including proofreading and distributing materials according to departmental procedures, and continuously update reference handbooks and departmental forms, as directed


• Submit to appropriate personnel timely and accurate training statistical information (such as attendance), as assigned


• Develop and recommend to management improvements to documentation policies and procedures

Project Coordination - Coordinate, prioritize, and participate in activities associated with completing assigned projects or project task(s)

• Assign appropriate staff to complete project task(s)


• Update project plan as necessary


• Monitor progress of tasks ensuring all deadlines are met as scheduled


• Provide management with status reports detailing status and timelines


• Follow all steps to close project which may include conducting meetings, completing project reports, and maintaining completed project file

Team Interface/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts

• Cooperate with team members to meet goals or complete tasks


• Provide quality customer service that exceeds customer expectations and improves level of service being provided


• Treat all internal/external customers, team members and department contacts with dignity/respect


• Escalate to management any situation outside the employee's control that could adversely impact the services being provided

Related Duties as Assigned

• The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents


• Consequently, job incumbents may be asked to perform other duties as required


• Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above


• Please contact your local Employee Relations representative to request a review of any such accommodations

MINIMUM QUALIFICATIONS



Applicant for this job will be expected to meet the following minimum qualifications



Education

• Associate's degree from an accredited college or university with major course work in marketing, communications, business administration, education, English, instructional design, or related field required. Equivalent work experience in a similar position may be substituted for educational requirements.


• A Bachelor’s degree from an accredited college or university is preferred

Experience

• Minimum two years' experience in a corporate training or professional teaching position, wellness training, instructional design, or as a lead or supervisory healthcare call center position is required.


• Experience with virtual training environment and engagement techniques

Other

• Intermediate knowledge of MS Teams; MS Word; Excel; Outlook; and Power Point required


• Basic knowledge of MS Access, Visio, and SharePoint is preferred


• Experience utilizing a learning management system (LMS) tool (e.g Workday, Skillsoft, Blackboard, etc.) is preferred


• Experience utilizing curriculum design systems (e.g. Adobe Articulate, Brainshark, Camtasia, Captivate, etc.) is preferred

*Experience with curriculum design and adult learning theory preferred*10% travel may be required

• Occasionally may be asked to carry light items, weighing less than 15lbs (e.g. books, training materials, copies) from desk to training location, if onsite training resumes


• In general, this position frequently requires standing for sustained periods of time to present in front of a classroom, when onsite.


• Presenter must have enough mobility to actively work and engage learners in a virtual environment.

Company Overview



Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need


Learn more


Health Advocate

https://www.healthadvocate.com/site/





Awards:


2023:

• National Customer Service Association All-Stars Award: Service Organization of the Year.


• Stevie Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

2022:

• Stevie Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner


• Excellence in Customer Service Awards: Organization of the Year (Small)


• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

2021:

• Stevie Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Silver Winner


• Stevie Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner


• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

2020:

• National Customer Service Association All-Stars Award: Organizations of 100 or Greater, Runner-Up


• Communicator Award of Distinction: October 2019 Broker News


• MarCom Awards: Gold, COVID Staycation Ideas brochure


• MarCom Awards: Platinum, 2021 Well-being Calendar


• Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver)

Health Advocate is an Equal Opportunity Employer that does not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military service and veteran status, physical or mental disability, or any other factor not related to job requirements. We respect and value diversity, and are committed to the principles of Equal Employment Opportunity



VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans


PAY TRANSPARENCY NONDISCRIMINATION PROVISION



The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)