Claims Training Mentor

GuideWell; San Antonio (TX); On-site; USD 60,000 - 85,000; Full time

Job summary

GuideWell is seeking a Claims Training Mentor to mentor new hires and existing staff in claims processing and customer service. The role involves delivering instructor-led training, both in person and virtual, coaching learners and assessing outcomes to boost time-to-competency.

You will collaborate with operations, auditing and talent development to evaluate content, design pilot courses, and provide feedback on instructional materials while traveling to multiple locations as needed.

Qualifications

• Strong written and verbal communication skills.
• 4+ years related work experience.
• 1-2 years’ experience with training delivery/facilitation in virtual or in-person settings.

Responsibilities

• Deliver and facilitate in person and virtual training spanning Customer Service and Claims Processing for multiple roles.
• Provide coaching and feedback to learners and management on progress and application of skills.
• Evaluate content with auditing, operations, account management, and Talent Development; report ROI on training impact.

Skills

Communication skills

Training facilitation

Project coordination

Travel readiness

Adaptability

Education

Bachelor's degree or equivalent

Tools

iiiPUT system

Job description

What is your impact?

The Claims Training Mentor is responsible for mentoring new hires and existing employees through training delivering with formal instructor-led (classroom and virtual) training. This role will be facilitating discussions to support the implementation of informal training solutions and providing coaching and performance-based feedback to employees enabling them to perform the requirements of their roles while maximizing their time to full job competency. The Claims Training Mentor will facilitate hands-on training, and in 1:1 situations, with coaching and instruction in the advanced areas of Operations with a focus on Self-Funded Claims processing, functioning as a Subject Matter Expert.

Location:

This is a Full time in office position: 19100 Ridgewood Pkwy San Antonio, TX 78259 required.

What Will You Be Doing:

• Training of New Hires:
  - Deliver and facilitate in person and virtual training spanning Customer Service and Claims Processing for multiple job roles for various client groups and blocks of business. - Training to include utilizing iii:PUT skill-based training; and systems, employee tools, member web site etc.
• Training Existing Staff for Continuing Education:
  - Facilitate in person and virtual reinforcement sessions on a variety of product, system & job role, support area business processes.
  - Training to include an emphasis on member, provider or broker education
• Feedback on Trainees:
• Evaluation of Existing Content:
  - Partner with auditing, operations, account management, and Talent Development to evaluate existing content.
  - Function as a performance consultant, collaborating with operations to perform needs assessment and recommend training solutions.
  - Assess content and report out at a high-level ROI on time spent, quantifying trends in training impact
  - Partner with instructional system design and development team to deliver pilot courses and provide feedback on instructional soundness of materials, including assessments.
  - Operating independently, provide feedback to the instructional design and development team regarding product content and skill adaptation enhancements aimed at increasing a learner’s time to competency
• Facilitation Method Feedback:
  - With guidance from leadership, recommend best practices in facilitation which support formal and informal solutions in an in person and virtual environment that take into account technology platforms.
• Administrative Tasks:
  - Perform administrative responsibilities, such as evaluations on course and delivery effectiveness, classroom surveys regarding set-up/upkeep/system images, and system performance & other duties as assigned

- Based on working knowledge of performance objectives associated with multiple job roles, provide coaching and feedback to management on progress of an individual learner and a group on their ability to best apply knowledge, skills, tools and job processes.

Qualifications:

• 4+ years related work experience.
• iiiPUT system experience required.
• Self-Funded Claims Processing experience preferred
• Strong written and verbal communication skills.
• 1-2 years’ experience with training delivery/facilitation support experience in a virtual or in-person environment. Experience can be supplemented with 3 - 5 years of relevant work experience in operations, customer service, billing and/or claims processing.
• Related Bachelor’s degree or additional related equivalent work experience will be considered.
• Ability to work in a fluid environment where business and organizational direction changes occur frequently.
• Skilled to quickly develop business relationships and interpret business related results into actionable items
• Resourceful to address and/or solve non-route requests and business-related issues.

Preferred Qualifications:

• Knowledge of instructional design process (i.e. ADDIE, RAPID) with ability to demonstrate practical application of principles preferred.
• Working knowledge of instructional design methods (Dick & Carey, MLRK) with ability to demonstrate practice application of methodology preferred.
• Knowledge of Kirkpatrick and Philip learning evaluation models with experience in knowledge proficiency and on the job transfer.
• Management experience preferred
• Experience delivering training to front line managers and/or supervisors
• Industry recognized facilitator certification (i.e. ATD Certification, Achieve Global, etc.) preferred

General Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

Physical/Environmental Activities
Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally
We are an Equal Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission. All qualified applicants will receive consideration for employment.