Remote Learning and Development Manager – Healthcare CX

WellSense Health Plan; Massachusetts; On-site; USD 96,000 - 140,000; Full time

Benefits offered by this job

Full-time remote work

Competitive salaries

Excellent benefits

Job summary

WellSense Health Plan is seeking a Manager of Learning and Development to lead strategy, design, and evaluation of scalable learning programs for our healthcare call center teams. This role focuses on onboarding, upskilling, and ongoing education to ensure staff meet performance standards and regulatory requirements.

The ideal candidate will bring extensive healthcare and contact center experience, guiding instructional designers, trainers, and writers to improve service quality and operational

Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience in a health plan setting required.
• Master's degree in a related field (e.g., Adult Education, Learning Design, Instructional Design, etc.) or comparable education or experience preferred.
• 10+ years of experience in a learning and development environment in a leadership capacity or related advanced experience is desirable.

Responsibilities

• Lead strategy, design, implementation, and evaluation of scalable learning programs for call center operations.
• Oversee onboarding, upskilling, and ongoing education to meet regulatory standards (CMS, Medicaid, ACA).
• Design and deliver learning content across ILT, VILT, eLearning, and job aids, using ADDIE/SAM models.

Skills

Interpersonal skills

Microsoft Office 365

Organization

Project management

Analytical skills

Presentation skills

Communication skills

Problem solving

Negotiation

Time management

Cross-functional collaboration

Virtual collaboration

Attention to detail

Independence

Stakeholder management

Meeting facilitation

Adaptability

Data analysis

Prioritization

Education

Bachelor's degree or equivalent

Master's degree preferred

Job description

WellSense Health Plan is seeking a Manager of Learning and Development to lead strategy, design, and evaluation of scalable learning programs for our healthcare call center teams. This role focuses on onboarding, upskilling, and ongoing education to ensure staff meet performance standards and regulatory requirements.

The ideal candidate will bring extensive healthcare and contact center experience, guiding instructional designers, trainers, and writers to improve service quality and operational