Healthcare Customer Training Lead

Datavant; Cheyenne (WY); In loco; USD 64.000 - 74.000; Tempo pieno

Descrizione del lavoro

Datavant is seeking a Training Specialist to design, deliver, and measure customer service training. You will identify skill gaps, build targeted programs, and ensure readiness for live support as products evolve.

You will partner with Customer Service, Quality, Process Improvement, and Product teams to keep training current, develop facilitator guides, and coach new hires and leaders through onboarding and ongoing development.

Competenze

• 4+ years of training experience.
• Experience designing and delivering instructor-led and virtual training.
• Strong facilitation, coaching, and communication skills.
• Experience developing training materials, job aids, and assessments.
• Ability to analyze performance gaps and evaluate readiness.
• Strong organizational and cross-functional collaboration skills.

Mansioni

• Analyze quality results, customer feedback, performance data, process changes, and leader input to identify skill and knowledge gaps across customer service teams.
• Decide which training solutions are needed to close identified gaps, such as new courses, refreshers, job aids, or targeted coaching, and recommend priorities to Customer Service leadership.
• Advise leaders and cross-functional partners on training strategy and timing for product releases, system changes, and process updates.
• Set learning objectives and success measures for each training program.
• Design new hire and ongoing training programs, including deciding on content, sequence, delivery method (classroom, virtual, or blended), practice activities, and assessment approach.
• Create and maintain facilitator guides, learner materials, job aids, practice exercises, and assessments that meet company standards.
• Partner with subject matter experts and process owners to confirm content accuracy before release and decide when materials should be revised or retired.
• Lead instructor-led and virtual new hire training for customer service associates on products, systems, policies, and customer workflows.
• Delivering ongoing skill development, product release, process change, and refresher training for frontline associates and people leaders.
• Adjust delivery in real time based on learner needs, pace, and understanding.
• Provide structured coaching during training and the transition to live customer work, partnering with supervisors to create development plans for employees who need extra support.
• Stay current on the systems and workflows being taught through calibration sessions, process reviews, and regular hands-on practice.

Descrizione del lavoro

Datavant is seeking a Training Specialist to design, deliver, and measure customer service training. You will identify skill gaps, build targeted programs, and ensure readiness for live support as products evolve.

You will partner with Customer Service, Quality, Process Improvement, and Product teams to keep training current, develop facilitator guides, and coach new hires and leaders through onboarding and ongoing development.