About the position
The Trainer for Service Operations Call Center at Blue Cross Blue Shield of Michigan is responsible for developing and conducting formal classroom training, providing on-the-job training (OJT), and offering post-training support. This role involves creating training materials and programs that enhance the efficiency of operational procedures, methods, controls, and performance across the organization. The position can be based out of Detroit, Lansing, or Grand Rapids, and requires a proactive approach to planning, coordinating, and implementing approved projects that are either Divisional or Corporate in scope. In this role, the Trainer will compile and report trainee performance metrics to various levels of leadership following each training course. They will also provide updates to the leadership team regarding project statuses, communicate issues, and recommend policy decisions to achieve project objectives. The Trainer will assist both internal and external personnel by answering questions, supplying information, and delivering training in their assigned areas. Additionally, they will represent the department and division on work groups and special assignments, including related testing, and function as a subject matter expert on divisional work groups while acting as a liaison with the Instructional Design Center. The Trainer will be responsible for identifying documentation or delivery defects and gaps, presenting recommendations as necessary. They will maintain training materials, curriculum, and documentation for Claims and Enrollment processors as well as Customer Service Representatives. Close collaboration with management, supervisory staff, and other subject matter experts is essential to coordinate and deliver training effectively, as well as to analyze and develop training and documentation needs. The role requires the utilization of up-to-date technical skills to navigate electronic leadership tools and platforms, with the ability to test new tools as required.
Responsibilities
- Develop and conduct formal classroom training delivery.
- Provide on-the-job training (OJT) and post-training support.
- Develop training materials and programs to enhance operational efficiency.
- Plan, coordinate, develop, and implement approved projects.
- Compile and report trainee performance to various leadership levels.
- Provide leadership team with project status updates and recommendations.
- Assist personnel by answering questions and supplying information.
- Represent department and division on work groups and special assignments.
- Function as a subject matter expert on divisional work groups.
- Identify documentation or delivery defects and present recommendations.
- Maintain training materials and documentation for Claims and Enrollment processors and Customer Service Representatives.
- Collaborate with management and subject matter experts to coordinate and deliver training.
- Utilize technical skills to navigate electronic leadership tools and platforms.
Requirements
- Bachelor's Degree in Education, Instructional Design, Communications, or related discipline.
- Four years of BCBSM and/or related experience, including specified years in designated disciplines.
- Proven experience in group presentations and leading special projects.
- Experience in preparing employees for job responsibilities through OJT and performance evaluation feedback.
- Demonstrated PC skills in word processing and spreadsheets.
- Ability to design and produce training materials based on the Instructional Design Process.
- Knowledge of Adult Learning Principles.
- Good verbal and written communication skills.
- Valid Michigan driver's license.
Nice-to-haves
- Experience in the healthcare industry.
- Familiarity with electronic training tools and platforms.
Benefits
- On-the-job training
