Trainer Member Outreach

WELLBE INTRODUCTION

The WellBe care model is a Physician Led Advanced Geriatric Care Program focused on the quality of care of the frail, poly-chronic, and elderly Medicare Advantage patients.  This population is typically underserved and very challenged with access to overall health care.   To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care.  WellBe’s Care Model is to provide our members the entire continuum of care from chronic to urgent care in the home, hospital, skilled nursing facility, assisted living, palliative care, and to end of life care.  WellBe's physician/advanced practicing clinician led geriatric care teams’ partner with the patient’s primary care physician to provide concierge level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum.

GENERAL SUMMARY

The Training Lead/Specialists will be responsible for planning, coordinating, developing and conducting a variety of training programs, and assisting with training projects directly associated with the Member Outreach program.  They will ensure a deep understanding of the course curriculum and sufficient understanding for effective delivery of course material.  They must be willing to collaborate with partners to learn and adjust to new ways of working as well as deliver engaging facilitation of complex skills-based training - ensuring ability to bring energy and understanding to a classroom environment. 

SKILLS & COMPETENCIES

• Conduct and deliver effective understanding training needs analyses to determine specific training needs for Member Outreach Department
• Identify, select, and develop appropriate training programs, including the selection or design of appropriate training aids
• Evaluate effectiveness of training programs from learner satisfaction, proficiency testing, and job performance to drive continuous improvement and provide regular feedback to Leaders on classroom/learner progress
• Research, analyze and recommend improvements to the training programs
• Maintain records of training activities and employee progress
• Assist in presenting findings from training on the abilities of trained staff and present findings and recommendations for areas of improvement to leadership
• Assist with revisions to policy and procedures and/or work process development
• Experience using, and teaching on EHR (AaNeel preferred), Telephony (RingCentral preferred) and routing software (Click preferred)
• Analyzes course evaluations in order to judge effectiveness of training sessions and to implement suggestions for improvements
• Deliver engaging facilitation of complex skills-based training - ensuring ability to bring energy and understanding to a classroom environment
• Develop, train, and conduct refresher training curriculums as applicable to the Member Outreach Department
• Create a safe and inclusive environment for individuals to learn
• Support other department with training as required

QUALIFICATIONS

Educational Requirements:

• HS Diploma/Equivalent, preferred 2 or more years college education
• 3+ years of training or learning development experience in a managed care or healthcare environment
• 3+ years of leading and facilitating classroom training

Required Skills and Abilities:

• 5+years Call/Contact center background experience, preferably in healthcare
• Strong collaboration and communication skills
• Able to work within and cross departmentally effectively and efficiently
• Experience using a wide variety of training tools to effectively facilitate to an audience of up to 25 people
• Experience using Google Workspace and MS Office suite
• Demonstrated experience using guided curriculum using a facilitator guides/systems(Articulate)) to deliver training
• Ensure deep understanding of the course curriculum and sufficient subject matter understanding for effective delivery of course material
• May need to provide classroom administrative duties such as pulling and analyzing reports, rosters, scheduling of classes
• Preferred prior experience with training delivery in a healthcare industry

PERFORMANCE INDICATORS:

• Successful completion of the training program with a minimum of 80% pass rate for Member Outreach Specialists attending New Hire Training
• Successful completion of refresher training program with a minimum of 80% pass rate for Member Outreach Specialists
• Successful development and implementation of new training/refresher programs

Training Responsibility: 

• Effectively develop, train, teach, and track performance within the Member Outreach Department while providing innovative and collaborative ways to effectively deliver and adapt to the needs of the business

Travel requirements:

• Travel may be required up to 5% locally or nationally

Work Conditions:  

• Standard office work conditions of sitting at desk and using electronic devices for long periods of time
• Office temperatures may vary

 The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification.  Management reserves the right to add, modify, change or rescind the work assignments of this position.  Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of this role.