Remote Learning & Development Director (Healthcare CX)

Wellsense-Health-Plan; Boston (MA); Hybrid; USD 96,000 - 140,000; Full time

Benefits offered by this job

Remote work

Competitive salary

Excellent benefits

Job summary

WellSense Health Plan seeks a Manager of Learning and Development to lead strategy, design, implementation and evaluation of scalable learning programs for our call center operations, onboarding, upskilling and ongoing staff education to meet performance and regulatory standards.

This role oversees a team, drives a roadmap for onboarding and continuous development across Customer Experience Support teams globally, and ensures content accuracy and alignment with CMS, Medicaid, ACA requirements.

Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience in a health plan setting required.
• 5+ years of experience in a learning and development environment.
• 5+ years of prior management/supervisory experience.
• 5+ years of related managed healthcare or insurance operations experience.
• 5+ years of call center experience.

Responsibilities

• Oversee training programs for Member and Provider call center teams, including onboarding, systems training, soft skills, and compliance.
• Develop and execute a strategic roadmap for onboarding, training, and continuous development of Customer Experience Support teams globally.
• Design, implement, and optimize impactful learning programs, including onboarding and continuous training sessions for new and existing team members in a virtual environment.
• Define and analyze critical metrics for training activities to measure effectiveness and drive continuous improvement efforts.
• Lead, coach, and enhance the skills and product knowledge of training facilitators to achieve strategic training vision.

Skills

Interpersonal skills

Microsoft Office 365

Organization & PM

Data analysis & presentation

Stakeholder management

Cross-functional leadership

Virtual team management

Adaptability

Meeting facilitation

Education

Bachelor's degree or equivalent

Master's degree preferred

Tools

Microsoft Office 365

Job description

WellSense Health Plan seeks a Manager of Learning and Development to lead strategy, design, implementation and evaluation of scalable learning programs for our call center operations, onboarding, upskilling and ongoing staff education to meet performance and regulatory standards.

This role oversees a team, drives a roadmap for onboarding and continuous development across Customer Experience Support teams globally, and ensures content accuracy and alignment with CMS, Medicaid, ACA requirements.