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Position Description

Arkansas Blue Cross and Blue Shield - EXEMPT POSITION DESCRIPTION

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Position:  Training Coord
Reports To: 
Division:  Operational Supp & Dvlpmt (0004)
Company:  ABCBS
Location:  Label
Job Code:  032110
Min Salary:   51000
Date Posted:  1/23/2013

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Position Specific Requirements: None


Job Summary
The Training Coordinator is responsible for overseeing and directing the customer service and claims training initiatives that support the business goals of Arkansas Blue Cross Blue Shield Internal Operations.  The Coordinator takes a lead role in planning, developing, coordinating, delivering, and evaluating the training program.

The Training Coordinator supervises a team of Trainers and Curriculum/Course Developers.  In this capacity, the Coordinator provides technical expertise in the development of lesson plans, training materials and instructional media as well as leadership direction to the Trainers in handling performance issues and disciplinary problems in training classes.  This position is responsible for mentoring, teaching, and evaluating the Trainers.  The Coordinator also works with Curriculum/Course Developers to determine the appropriate types of media used in the classroom and documentation is complete and up-to-date.

Nature & Scope
Environment
The Training Coordinator reports directly to Manager of Operational Support & Development.  The Training Coordinator works with the manager and training staff to deliver quality customer service and claims training in a timely and consistent manner.

Workflow
Work assignments come directly from the Manager of Operational Support & Development and indirectly from other Internal Operations managers and supervisors.  Work assignments are also self-imposed as a result of feedback, observations, and analysis of QA data that indicate new or expanded training is needed.

Guidance
This position seeks guidance from the Manager of Operational Support & Development as well as other Internal Operations management and supervisor staff regarding training needs and projects related to customer service or claims initiatives.

Challenges
One of the major challenges of this position is to meet the needs of the Internal Operations areas by planning, developing, coordinating, delivering, and evaluating job skills, soft skills, and strength training for internal operations employees. Equally important challenges are to keep abreast of changes needed in the customer service and claim training curriculum and ensuring that there is consistency in the delivery of training among the training staff.

Interfaces
Principal contacts within the organization include executive staff, management, supervisors, trainers, analysts, and operation area staff members.

Authority
The Training Coordinator has the authority to make decisions regarding customer service and claim training offered to Internal Operations employees including the format, design, content, and delivery method. This position works directly with the manager of Operational Support & Development and other Internal Operations management and supervisor staff to establish goals, deadlines, priorities and course deliverables.

Travel
This position requires travel for conferences and continuing education courses as well as travel to Regional Offices, remote customer service centers, and other locations as needed.

Knowledge, Skills & Abilities
1. Proficiency in the following or similar software applications:
a. Articulate Presenter, Adobe Captivate, Authorware, Adobe Creative Suite 3, including Acrobat Professional, InDesign, Illustrator, and/or Flash, and other e-learning development software
b. Nero
c. Microsoft Visio or other flowchart software
d. Microsoft PowerPoint, Excel, Word
e. Basic knowledge and experience with HTML or a site development tool such as DreamWeaver
2. Strong planning and organization skills.
3. Ability to supervise, coach and mentor employees; conduct performance reviews; mediate conflicts.
4. Ability to establish goals and plan effective methods to achieve those goals.
5. Ability to identify issues and assist in problem resolution or process improvements.
6. Ability to coordinate and oversee multiple training classes and respond quickly to training requests in response to staffing requirements in customer service areas.
7. Ability to effectively facilitate meetings, workgroups and training classes.
8. Excellent oral communication skills with the ability to work with all levels of Arkansas Blue Cross Blue Shield Internal Operations staff.
9. Excellent written communication skills including ability to write and create training materials and facilitator’s notes.
10. Extensive knowledge of health care operations.
11. Ability to effectively serve as a project leader.

Minimum Job Requirements

Experience must be within the last five years.

1. Bachelor's degree in Education, Instructional Design, Technical Writing, English, Communications, Business or a related field and exempt level experience in one or more of the following areas;

  • Course development (either classroom-based or on-line courses)
  • Classroom training
  • Training in a business environment
  • Instructional design
  • Technical writing or procedure documentation

All of the above may be substituted with experience in a position as an Instructional Designer, E-Learning Developer, Trainer, or equivalent to satisfy education requirement for degree; also submit a portfolio of work.

  • 2. Supervisory experience. (Experience can be in either a supervisor position or supervising employees in a training environment)
  • 3. Experience in health care or insurance industry with customer service or claims processing experience.
  • 4. Proficiency in Microsoft Office 2003 or later applications.

All Applicants must make a presentation as part of the interview process.


Security Requirements
This position is identified as level three (3). This position must ensure the security and confidentiality of records and information to prevent substantial harm, embarrassment, inconvenience, or unfairness to any individual on whom information is maintained. The integrity of information must be maintained as outlined in the company Administrative Manual.

Segregation of Duties
Segregation of duties will be used to ensure that errors or irregularities are prevented or detected on a timely basis by employees in the normal course of business. This position must adhere to the segregation of duties guidelines in the Administrative Manual.

PRINCIPAL ACTIVITIES OR ACCOUNTABILITIES (Essential Functions of Job)
1. Work with Internal Operations management and supervisor staff to prioritize, schedule and deliver customer service job skills, soft skills, and strength training classes.
2. Work with training and development staff to create lesson plans, training materials and instructional media that incorporate adult learning principles.
3. Supervise training and development staff to including coaching, providing feedback on performance, and opportunities for individual development.
4. Provide leadership direction to the Trainers in handling performance issues and disciplinary problems in training classes.
5. Oversee scheduling of Trainers, subject matter experts, and training rooms to maximize effectiveness of classes.
6. Assist with facilitating training classes as needed.
7. Coordinate and deliver training in the ABCBS regional offices, remote customer service centers, and other parts of the enterprise.
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