Humera - Administrative and Professional Staffing

Technical Trainer

Location
Minnetonka, MN, United States
Salary
Contact For Rate
Posted
Aug 17, 2017
Closes
Sep 01, 2017
Job Type
Employee
Employment Status
Full Time
Humera is seeking a Technical Trainer for our client, a large healthcare insurance organization, located in Minnetonka, MN. This is a Contract to Hire opportunity.

The Technical Trainer provides direct technical training and development services to the operations areas, including technical, functional, software, product soft skill training and industry-specific subject matter. The incumbent plays a key role in orienting new hires to the department's culture and service philosophy.
Job duties include needs assessment, instructional design and curriculum development for instructor led and/or e-learning, one-to-one training, test design, level three (behavior change) assessment and results reporting. The incumbent develops relationships with related support departments to ensure that employee training needs are met and that information and systems and department process and service model changes are incorporated into training instruction on a timely basis.


KEY ACCOUNTABILITIES:

Deliver instructor-led participant-centered training 50%
  • Prepare, study and practice content delivery
  • Deliver training using a variety of training modalities to reach varied learning styles, including lecture, discussion, small-group break-out, case studies, exercises, role-plays, quizzes and practice exercises
  • When appropriate, deliver informational presentations
  • Provide one-to-one coaching
  • Design, develop and lead large-scale roll-outs to the department when new products, systems or procedures are introduced
Needs assessment and technical performance consultation 20%
  • Analyze the contact center's learning needs by developing and launching multi-faceted needs assessment strategies
  • Consult with leadership on identifying learning and development gaps and crystallizing desired results.
  • Determine the correct intervention and establish preliminary objectives
  • Develop consistent training initiation and feedback mechanisms with key customers
  • Maintain a training calendar with department-identified training themes
  • Represent department on work teams that are devising new processes or implementing changes
Design instructional intervention and curriculum development 20%
  • Research content using a variety of resources
  • Design instructional intervention using a variety of learning modalities
  • Author curriculum materials, including instructor and participant guide, and other materials such as slides, flip charts, job aids, participatory exercises and ancillary handouts as appropriate
  • Curriculum material must be created using established design standards and meet all established learning objectives
  • Material should be reviewed and/or edited by designated subject matter experts (SME's) as appropriate
  • Curriculum material will be evaluated using department standards
  • Ensure the KN is updated with any needed supporting job aids or materials
  • Update and revise curriculum to ensure content is current and build in continuous quality improvement, partnering with SME's to validate accuracy when needed
  • Participate on the KN review team for all call centers to keep up to date on all changes that might impact training materials
Administer evaluation tools and report results 5%
  • Administer evaluation tools, including level one (satisfaction surveys), level two (post-tests and pre-tests where feasible), and level three (follow-up with participants and/or managers to evaluate transfer of learning.)
  • Report training activities and results of satisfaction surveys to leadership on a monthly basis
Develop team and self 5%
  • Create and fulfill annual individual development plan outlining goals to attend external courses and other self-development projects
  • Maintain licensure as appropriate
  • Set and accomplish annual performance goals
  • Attend and actively participate in all meetings and team events, including one-to-one supervision, team meetings, joint MLC-Department training meetings and organization-wide meetings. Provide backup phone support to call centers when needed

MINIMUM QUALIFICATIONS/REQUIREMENTS:
  • Minimum education level required to qualify for the position: Bachelor's degree or equivalent
  • Minimum years of experience in the field required: 3+ years experience delivering instructor-led training in a corporate environment
  • 1-2 years Claims Processing experience

SKILLS:
  • Strong service orientation and member advocacy
  • Able to coach and train employees on soft and hard skills
  • Understanding and incorporation of adult learning theory into classroom instruction
  • Excellent verbal and written skills and a dynamic, engaging classroom presence


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