Customer Service Trainer

It’s an exciting time to join the WellSense Health Plan, a growing regional health insurance company with a 25-year history of providing health insurance that works for our members, no matter their circumstances.

Job Summary:

The Operations Trainer develops a wide variety of training programs and materials to support the Claims, Call Center, and Enrollment teams. The trainer researches, develops, and facilitates in house training courses for new and existing employees. Develops training competency tools that will ensure the quality, consistency and timeliness of department activities. Maintains and updates training materials, job aids, and online resources as needed.

Our Investment in You:

• Full-time remote work


• Competitive salaries


• Excellent benefits

Key Functions/Responsibilities:

• Facilitate training sessions for employees using a variety of instructional techniques and formats, such as presentations,

• Adapt training delivery methods to accommodate different learning styles and preferences.


• Use effective classroom management techniques and provide updates on the status and progress of trainees, quality

• Monitor trainee progress and provide feedback and support as needed.


• Maintain accurate records of training attendance, evaluations, and feedback.


• Ensure training materials are aligned with company policies, procedures, and best practices.


• Assist in the evaluation of training effectiveness and make recommendations for improvement.


• Assist in the development and creation of lesson plans and training aids.


• Contributes to new training program design and existing program enhancements.


• May specialize in a particular subject, training program, or function of the company.


• Stay current on learning trends and approaches to incorporate in Learning and Development offerings.


• Understand and promote the mission, vision, and values of WellSense Health Plan in the workplace and the community.


• Perform other duties as assigned.

Supervision Exercised:

• None

Supervision Received:

• Direct supervision is received weekly or as needed.

Qualifications:

Education Required:

• Bachelor’s degree in Business Administration, Education, a related field, or the equivalent combination of training and

Experience Required:

• 0-2 years of experience in operational areas, including Customer Service, Claims, Enrollment, and/or delivering training in a

Experience Preferred/Desirable:

• 0-2 years’ experience in public speaking or training, including the ability to cross-train others and train all levels of the

• Prior experience within a Learning and Development environment.


• Prior experience utilizing adult learning principles to deliver training in a corporate environment.


• Intermediate knowledge of training processes, such as adult learning theories and learning styles.

Required Licensure, Certification, or Conditions of Employment:

• Successful completion of a pre-employment background check.

• Ability to command an audience's attention while training both in person and virtually.


• Basic understanding of adult learning principles and training methodologies.


• Effective collaborative and proven process improvement skills.


• Demonstrated ability to coach, facilitate, and motivate and people to achieve work success.


• Strong learning abilities to comprehensively understand the company's products and services.


• Strong oral and written communication skills; ability to interact within all levels of the organization.


• Proficiency in the use of Microsoft Office products such as Word, Excel, PowerPoint, and Outlook required.


• Demonstrated ability to plan, organize, and manage projects successfully.


• Detail-oriented, excellent proofreading and editing skills.


• Ability to deal with ambiguity and change within a fast-paced environment.


• Proactive, motivated, and a collaborative team player.


• Strong focus on service to internal and external customers.

Working Conditions and Physical Effort:

• Job functions to be completed remotely.


• Occasional travel to corporate meetings as needed.

About WellSense

WellSense Health Plan is a nonprofit health insurance company serving more than 740,000 members across Massachusetts and New Hampshire through Medicare, Individual and Family, and Medicaid plans. Founded in 1997, WellSense provides high-quality health plans and services that work for our members, no matter their circumstances.