Learning and Development Specialist Senior

Minneapolis, Minnesota
Dec 06, 2018
Jan 12, 2019
Employment Status
Full Time

Health Care that Starts with You!

Join a truly mission-driven organization! Independent, nonprofit UCare is recognized as one of the Minnesota's leading health plans. We provide more than 225,000 members across Minnesota and western Wisconsin with the health coverage plans and services they need to maintain and improve their health. The innovative coverage we create makes a difference for Medicare-eligible individuals, individuals and families enrolled in Minnesota Health Care Programs, such as MinnesotaCare and Medical Assistance, and disabled adults with special health care needs. UCare is growing in size, membership, products, geographic coverage, and employees. We're an organization that's going places. Be part of a team that cares about you, be part of UCare.


At UCare, we deliver high-quality health coverage and services to help members of all ages maintain and improve their health. It's a big job that takes innovative ideas, strategic partnerships, and a commitment to doing the right thing. Above all, it takes a compassionate team that is dedicated to making a real difference in the lives of our members and our communities.


Working at UCare is more than just a career; it's a mission. A mission that defines us as professionals, unites us as an organization, and shapes how we interact with our members and each other. Our values of integrity, community, quality, flexibility, and respect permeate every aspect of our organization - from who we are and how we act, to what we do and how we do it. We owe our continued success to our employees who proudly embody our mission and values in everything they do.


Position Description

This position is responsible to lead the Customer Service team in training, work instructions, and large scale projects. Provide work direction and prioritization to Learning and Development Specialist (or others as needed) in support of developing training and supporting materials.  Develop and implement core training programs and resources for the Customer Services staff as well as deliver and provide feedback on performance and additional training needs for new employees during the training period to new staff and management.  Conduct needs analysis to determine most effective use of resources based on the greatest impact to the overall business results. In collaboration with various UCare departments and committees, participate in the analysis, development, and delivery of training programs for UCare staff.  Design, maintain and deliver training on customer services processes, policies and procedures; ensure that overall training program is aligned with business needs, compliance and regulatory requirements.

·Coach, mentor and assist in prioritizing work of the Learning and Development Specialist (or others as needed) in support of developing training and supporting materials. 

·Develop, maintain, implement training curriculum and materials; in collaboration with the leadership staff.

·Identify knowledge gaps as well as opportunities to enhance employee performance through additional training.

·Plan, prioritize and identify training needs for new projects, initiatives and change, including preparation of communication tools.

·Develop and deliver training in line with employee career path and desired member and provider experience including train the trainer sessions.

·Collaborate with leadership regarding on-boarding and integration process of new staff; ensure timely and accurate delivery of training programs for new and existing staff.

·Develop and manage relationships with other departments and committees, as needed.

·Assess training outcomes, identify and implement improvements; develop reporting for measurement of training needs and results through surveys, evaluation forms, interviews with staff, or consultations with leadership staff.

·Serve as a resource and mentor to designated Customer Services staff involved in unit specific training. 

·Coordinate and facilitate collaboration meetings with supervisors to analyze training effectiveness, educate and drive staff performance, and update training curriculum as needed.

·Understand health plan member certificates of coverage, provider contracts, state and federal rules and regulations, UCare policies and procedures.

·Maintain skill and knowledge of Customer Service technology and systems, includes understanding the Learning Management System and any business online development.

·Determine and represent Customer Services business requirements to support internal and company change projects, and during audits or reviews with state, federal, or other outside delegates.

·Manage training program; plan ahead by creating and executing a plan using data to map training needs for the year. 

·Other projects and duties as assigned.


Four-year college degree in teaching, business, or communications required; demonstrated experience may be considered in lieu of degree.

Required Experience

Five years of experience with training and training program development.  Experience with adult learning principles.  Two years of experience in a health insurance or managed care environment.

Business Analyst experience with a focus on Business Process Improvement.

Preferred Experience

Knowledge in Medicare, Medicaid, or both preferred.  Supervisory or team lead experience preferred, with specific background in work direction.


UCare is proud to be a recognized Star Tribune Top Workplace for the 9th consecutive year. As a part of our collaborative team, you'll experience the rewards that come with helping others and seeing the positive results of your hard work. We value and respect each individual's ideas and contributions, and give you the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, a myriad of volunteer activities, and a number of other rewards. If you're looking for a welcoming environment that celebrates what you have to offer, helps you build on your strengths, and gives you the opportunity to truly make a difference, we invite you to apply.

As an Equal Opportunity/Affirmative Action Employer, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.


Enter a highly collaborative environment where people are truly engaged, and feedback is valued. You'll enjoy a competitive salary and benefits, as well as a host of other perks, including a nationally recognized wellness program, and a bright, open, award-winning office space in Northeast Minneapolis just minutes from major freeways and retail centers. At UCare, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.

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