American Specialty Health Incorporated is seeking a Training Specialist to join our ASHCare Managed Services (AMS) department. The Training Specialist will design, develop, and deliver high-quality training programs following established best practices and methodologies in adult learning theory.
Requirements
- Design, develop, and deliver high-quality training programs.
- Design, develop, update, and deliver trainings using current best practices for adult learning theory (e.g. – A.D.D.I.E methodology) to new and existing AMS team members.
- Perform needs assessments, evaluate performance data, and collaborate with leadership to determine staff developmental requirements for skill development or training.
- Maintain a training catalog for all training materials with an established review cycle to ensure they are up to date.
- Collects and maintains training feedback to analyze and assess training performance including quality of training materials, delivery of training and satisfaction of trainees.
- Collaborate with leadership to develop and maintain an annual training calendar for new and existing team members.
- Track and report on all training activity within the department.
- Develops learning objectives, role plays, and other experiential tools and techniques to enhance learning of trainees and assure training programs start and end on time.
- Utilizes new forms of technology to deliver trainings when appropriate.
- Incorporate procedures and policies into all trainings and identifies and assists in the writing or updating procedures or policies.
- In collaboration with leadership, develop and implement individual skill development and training plans as needed.
- Provide supervision and support to new hires during onboarding.
- Offer support to handle or escalate tough interactions and debrief on calls, serving as a resource for agents with inquiries not found in knowledge management tools.
- Handle escalated calls for agents in training.
- Educate staff and assure compliance with all department and company policies and procedures.
- Assesses New Hire performance and provide detailed feedback to AMS leadership on strengths and opportunities of new agents.
- Provides feedback to Knowledge Management Analysts on possible resource enhancements.
- Coach, mentor, and support AMS team members to improve their knowledge and skills.
- Meet individually with employees to review their progress.
- Identify, document, and address any personnel/performance issues that arise during training.
- Work with Management to transition oversight of new hires, post introductory period.
- Participates as an AMS subject matter expert (SME) to support ongoing development and implementation of new programs.
- Participates in development work group meetings when needed to learn system processes for new product launches and create training materials.
- Assist sales and clinical teams, as requested, to provide professional presentations about the AMS service experience and perform mock/demo calls.
- Seek to understand program and product updates to proactively identify training needs.
- Performs research and reviews current literature to stay up to date on best practices.
- Performs other duties as assigned
Benefits
- Paid Time Off
- 401k Matching
- Retirement Plan
- Health Insurance
- Dental Insurance
- Vision Insurance
