Education :
- High School Diploma or GED required
Mandatory Skills:
- 3+ yrs progressive experience in a service, education, or customer focused industry preferred
- 1+ year extensive claims processing experience in Proclaim required
- Classroom and/or virtual facilitation experience preferred
- Previous curriculum design or curriculum SME support is a plus
Roles & responsibilities :
- Teach and develop team members to put the customer at the center of everything we do, and efficiently perform the technical aspects of the claim advocate position
- Lead or support facilitation of topics, courses, or full programs that focus on the skills required to achieve or exceed the required claim processing standards consistently
- Effectively manage classrooms to expedite quality learning, virtually or onsite
- Translate lessons into actionable steps
- Track performance against goals on a regular basis using key metrics; analyze and immediately act on any material gaps in subject matter
- Provide side-by-side support, using training or coaching to reinforce and develop the classroom learnings
- Manage/prioritize workflows to ensure control and compliance requirements
- Continually look for ways of streamlining processes and procedures, eliminating rework and reducing productivity variations whenever possible
- Partner with coaches, business SME, claim supervisor, and training supervisor to identify training needs
- Partner with the Instructional Design Team by assisting in the development, review, or improvement of curriculum and instructional materials
- Manage the training logistics required for virtual and classroom training (pre and post-training)
- Assist in writing curriculum in a way that is effective for multiple learning styles
- Demonstrate proper camera usage during all virtual trainings
- Potential travel to internal and GSP sites to provide facilitation support based on business need
