Offer summary

Qualifications:

Associate’s degree in Adult Education, Organizational Development, Instructional Design or related field, or equivalent experience required., Minimum of two years related call center or healthcare experience is required., Intermediate proficiency in Microsoft Word, Excel, and PowerPoint is necessary., Demonstrated knowledge of adult learning environments and training development is preferred..

Key responsibilities:

Deliver new hire, upskill, and refresher training for Customer Care team members.

Facilitate courses using effective techniques for both virtual and in-classroom settings.

Manage performance of new hires in the classroom and collaborate with HR on any issues.

Assist in developing new courses and provide feedback to improve training content.

Job description

Job Summary:

The Customer Care Trainer delivers new hire, upskill and refresher training for Customer Care team members.

Essential Functions:

Demonstrate SME expertise on business process for Customer Care Member or Provider Services
Facilitate courses, leveraging effective techniques for both Virtual and In-Classroom trainings
Responsible for all aspects of the classroom environment, to include preparation, delivery and outcomes
Responsible for performance management of new hires while in the classroom environment; partner with HR to address behavioral or competency issues for new hires
Assist with the development of new courses and provide ongoing feedback to address process and content gaps
Oversee participant communications and class participation
Execute effectively to evaluation process to determine program effectiveness and employee proficiency
Attend front-line staff meetings to maintain current knowledge of client issues and recommend possible training resolutions
Conduct research and analysis to remain current with managed care practices across all lines of business
Research developments in the fields of training, organizational
Serve as a key point of contact in partnership with CareSource University and Customer Care Business Integration Teams
Perform any other job related instructions as requested

Education and Experience:

Associate’s degree in Adult Education, Organizational Development, Instructional Design or related field or equivalent years of relevant work experience is required
Bachelor’s degree is preferred
Minimum of two (2) years related call center or healthcare experience is required
Previous training or curriculum development experience is preferred

Competencies, Knowledge and Skills:

Intermediate proficiency level in Microsoft Word, Excel and PowerPoint
Working knowledge of Customer Care related systems
Experience with e-learning options preferred
Experience with virtual training preferred
Demonstrated knowledge of adult learning environment
Ability to communicate verbally and in written form with a variety of levels within organization
Ability to work independently and in team environment
Ability to create and present strong customer-focused materials across topics
Demonstrated ability to translate business objectives into training activities
Leadership experience and skills
Critical listening and thinking skills
Strong time management and organizational skills
Ability to build relationships across all levels of the organization

Licensure and Certification:

General work environment; may be required to sit/stand for long periods of time
May be required to travel up to 15% of the time to fulfill the duties of the position

This position requires schedule flexibility to support training delivery across multiple time zones, which may include occasional early or late shifts depending on business needs

Compensation Range:

$46,500.00 - $74,500.00

CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type (hourly/salary):

Hourly

Organization Level Competencies