Learning And Development Specialist

Western Health Advantage; California; On-site; USD 70,000 - 80,000; Full time

Job summary

A leading health care provider is seeking a Learning and Development Specialist to facilitate and design impactful training programs for their health plan call center. This role focuses on equipping staff with the vital skills for exceptional service while managing various training methodologies.

Benefits

Medical insurance

401(k)

Vision insurance

Disability insurance

Qualifications

• 3 years' customer service experience in healthcare call centers.
• 2 years' experience designing and facilitating training programs.
• Strong understanding of instructional design principles.

Responsibilities

• Conduct training needs assessments and develop training solutions.
• Facilitate training sessions and manage the learning environment.
• Evaluate training effectiveness and continuously refine content.

Skills

Instructional Design

Customer Service

Training Facilitation

Communication

Education

Associate’s Degree in Communications, Business Management, Education

Tools

Learning Management Systems (LMS)

Course Authoring Tools

Job description

Join to apply for the Learning And Development Specialist role at Western Health Advantage

Join to apply for the Learning And Development Specialist role at Western Health Advantage

Western Health Advantage provided pay range

This range is provided by Western Health Advantage. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$70,000.00/yr - $80,000.00/yr

Direct message the job poster from Western Health Advantage

The Learning and Development Specialist plays a key role in facilitating impactful training experiences and designing high-quality learning programs to support performance within our Healthplan call center. This position is responsible for developing onboarding and ongoing training solutions that equip both new hires and existing staff with the skills and knowledge needed to deliver exceptional service in a dynamic healthcare environment.

Key responsibilities include conducting training needs assessments, collaborating with subject matter experts, and creating engaging, learner-centered content using a variety of instructional methods. The Specialist facilitates training sessions focused on tools, systems, processes, and service expectations to ensure staff readiness and adaptability.

Additionally, this role manages the overall learning environment, evaluates the effectiveness of training programs, and continuously refines content and delivery methods to align with evolving business goals and quality standards in healthcare call center operations.

Representative Duties:

• Conduct, facilitate and/or coordinate learning and development training classes to reach optimal performance levels and results.

• Create a positive learning environment that builds rapport with learners and fosters a curiosity for continuous learning.

• Responsible for classroom management of learners to ensure they stay on task, minimize distractions and redirect when necessary while promoting and encouraging a positive learning environment.

• Provide coordination and management of the nesting phase of training.

• Conduct needs analysis to determine training needs and select appropriate delivery methods (i.e. computer-based training, job-aids, videos, hybrid solutions, etc.) and analyze and enhance existing content to align with department needs and learning goals.

• Work with subject matter experts (SMEs) to analyze and identify learning gaps.

• Continuously review training and development opportunities to ensure effectiveness, including identifying training needs and gaps through surveys, in partnership with department leadership and employees.

• Identify best practices and industry benchmarks for effective and innovative training methods such as Participant Centered Learning and gamification and suggest enhancements to existing training programs for instructional design and facilitation.

• Apply instructional design methodology, adult learning theory and multimedia principles to create engaging and effective learning experiences for new hires, current employees and leaders.

• Determine and design curriculum using a variety of instructional techniques and formats such as role playing, simulations, team exercises, group discussions, video, lectures, and learn by discovery.

• Review training material for enhancements, corrections, and updates.

• Ensure training is consistent with Company and Department policies and provide recommendations.

• Support change management efforts by ensuring teams are trained effectively on new initiatives, tools, and workflows.

• Adapt quickly to environmental and training schedule changes while providing a seamless transition for participants.

• Develop tools to evaluate training programs for effectiveness and business impact and implement continuous improvements.

• Assist with employee performance interventions when identified.

• Accurately track and maintain training records for all participants.

• Independently manage ad hoc projects with little oversight on tight deadlines.

• Perform other duties or special project as required or as assigned.

Qualifications:

• Associate’s Degree in Communications, Business Management, Education, or a similar discipline is preferred.

• 3 years’ experience working in a customer service call center with increasing responsibilities, specifically in the healthcare industry; HMO experience is a plus.

• 2 years’ experience in designing and facilitating training programs for healthcare call centers.

• Strong understanding of Instructional Design principles and theories.

• Working knowledge of adult learning theory and methodology, including assessment and evaluation methods.

• Experience in various delivery methods, such as instructor-led training, virtual instructor-led training, and eLearning.

• Proficiency in using course authoring tools and Learning Management Systems (LMS).

• Ability to adapt to different learning environments and technologies.

• Ability to manage multiple projects and meet deadlines.

• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Health Care Provider, Training, and Education

• Industries

  Hospitals and Health Care

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Inferred from the description for this job

Medical insurance

401(k)

Vision insurance

Disability insurance

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