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 role is pivotal in elevating new and existing employee's performance and capabilities through classroom and virtual training sessions. The role primarily supports Health Plan Operations departments such as Member and Provider Service, Claims, Member Enrollment, and Provider Appeals. The Operations Trainer will also conduct job-specific training, including onboarding new hires, corporate-wide training initiatives, and employee development aligned with the organization's current and future skills and employee needs.

Our Investment in You:

• Full-time remote work
• Competitive salaries
• Excellent benefits

Key Functions/Responsibilities:

• Deliver training sessions in various settings, including but not limited to classroom (virtual and in-person), one-on-one coaching sessions, webinars, and online courses.
• Deliver WellSense operations training modules with attention to and adjustment for learning styles, retention, and recall of material taught.
• Use effective presentation techniques and methods suitable for adult audiences.
• Obtain training needs and direction from leadership, ensuring the consistency of information across departments and other functional areas.
• Responsible for effective classroom management and providing updates to management on the status and progress of trainees, quality outcomes, or any concerns.
• Perform continuous assessment of participant performance in order to validate and adjust delivery methods to ensure knowledge transfer.
• Collaborate with management to identify training needs and update existing new hire and ongoing training programs, class outlines, and objectives.
• Develop limited content and ensure consistency for all training material, including performing updates as necessary to reflect current practices.
• Provide suggestions on new and existing training materials to support quality initiatives and to improve overall performance across the Operations teams.
• Continue to keep skills current by performing live work such as taking calls, adjusting claims, or processing work within the supported business area.
• Maintain deep understanding and knowledge of the service area they support.
• Stay current on learning trends and approaches to incorporate in Learning & Development offerings.
• 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.

Experience Required:

• 1-2+ years of experience in operational areas including customer service, claims, membership and/or delivering training in a matrixed environment or equivalent combination of education and experience.
• 1-2+ years of experience public speaking/training experience, including the ability to cross-train others and train all levels of the organization.

Experience Preferred/Desirable:

• 2+ years of related training or equivalent work experience is required.
• Intermediate knowledge of training processes, such as adult learning theories and learning styles.
• Prior experience within a Learning and Development environment.
• Prior experience utilizing adult learning principles to deliver training in a corporate environment.

Required Licensure, Certification, or Conditions of Employment:

• Successful completion of a pre-employment background check

Competencies, Skills, and Attributes:

• Ability to command the attention of an audience while training both in person and virtually
• Effective collaborative and proven process improvement skills.
• Demonstrated ability to coach, facilitate, and motivate and people to achieve work success.
• Strong learning abilities to gain a comprehensive understanding of 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 successfully plan, organize, and manage projects.
• Detail-oriented, excellent proofreading and editing skills.
• Ability to deal with ambiguity and change within a fast-paced environment.
• Ability to synthesize complex processes into simple and engaging language.
• 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.