Edtech.com's Summary

Commonwealth Care Alliance is hiring a Training Specialist. The role involves developing and delivering training programs across multiple teams within the Contact Center, including onboarding and continuous education in all topics related to state and product offerings. The specialist monitors trainee progress, updates training materials, and supports post-training staff, ensuring alignment with operational quality standards.

Highlights

Develop and deliver onboarding and ongoing training for Member Services, Provider Services, Broker Team, Outreach Specialists, Research Specialists, and off-phone teams.
Conduct virtual and in-person instructor-led training sessions and create e-learning content with multimedia components.
Track and report on staff training performance and provide feedback and coaching to trainees.
Support process improvement initiatives and participate in department projects and system implementations.
Utilize Microsoft Office Suite, video conferencing tools like Zoom or Teams, and multimedia editing software.
Required qualifications include a bachelor’s degree or equivalent experience and 1-3 years in training and/or customer service, ideally within health insurance.
Strong communication, analytical, and time management skills are essential, alongside the ability to adapt training to different learning styles and departmental needs.
Experience in handling customer interactions professionally, including call handling and email management in a Contact Center environment.
Bilingual skills in Spanish, Portuguese, Cape Verdean Creole, Haitian Creole, or Vietnamese are a plus.
Comfortable recording voice and video presentations and delivering training in noise-free environments.

Training Specialist Full Description

Training Specialist

MA - Boston - Lafayette City Center

Operations

Job Id

25-765

Job Type

Regular-Full time

Department

This position is available to remote employees residing in Massachusetts. Applicants residing in other states will not be considered at this time.

Position Summary
The Training Specialist is responsible for developing and delivering training programs for various teams within the Contact Center, such as Member Services, Provider Services, Outreach Specialists, Research Specialists, Broker Team, and the off-phone team. This encompasses all states and products offered by CCA. Additionally, this role will monitor the progress and performance of trainees and ensure that all assigned training is completed.

Supervision Exercised: No

Essential Duties & Responsibilities

Independently present onboarding training to Member Services, Provider Services, Broker Team, Outreach Specialists, Research Specialists, and the off-phone team.
Conduct training as needed in all topics related to the Contact Center, for all states and products. Training topics include training to support role changes, system implementations, process updates, and annual refreshers.
Revise and update training as needed and under the direction of the Supervisor of Training.
Conduct virtual instructor lead training in classroom settings, small groups, and one-on-one.
Conduct training in person as needed in classroom settings, small groups, and one-on-one.
Develop e-learning content including writing and recording slides, hands on activities, screen recording, voiceover, and knowledge checks under the direction of the Supervisor of Training and the SME senior trainers.
Support trainees post-training as well as existing staff by answering questions and directing to correct resources.
Maintain detailed reports on staff training performance and progress, as well as training history.
Report back to department leadership on trainee progress, identifying areas of strength and areas for improvement.
Manage interpersonal and classroom behaviors while leading training.
Provide feedback and coaching to trainees on their performance, strengths, and areas for improvement.
Support process improvement projects to help operations meet and exceed quality standards and streamline processes.
Participate in development of new programs, system implementations, and department initiatives.
Use computerized systems for tracking, information gathering and troubleshooting.
Remain up to date on and understand all department educational resource materials in order to respond to questions and concerns accurately and appropriately.
Individuals in this position may be called upon to assist with handling inbound and outbound phone calls including during special projects, high call volume days, and for about 8 hours a week during our AEP and OEP enrollment periods (annually October 15 - March 31).
Compete other duties as assigned.

Working Conditions

Standard office conditions.

Required Education

Bachelor’s degree or equivalent experience

Required Experience

Experience of 1-3 years in the training and/or customer service industry

Desired Experience

Extensive background in providing training and excellent customer service within the health insurance industry.

Required Knowledge, Skills & Abilities

Must have 1 or more year of experience providing customer focused service/activities; experience professionally answering calls (ideally in a Contact Center scenario) and managing large amounts of email; experience independently problem-solving by referencing information and policies.
Must possess exceptional Microsoft Office skills (Word, Excel, Outlook, PowerPoint), and internet research skills.
Proficiency in utilizing video conferencing platforms like Zoom or Teams to lead meetings, presentations, or training.
Must be able to demonstrate productive and independent time management.
Must exhibit strong analytical skills for the understanding, interpretation and communication of complex data.
Must possess exceptional oral and written communication skills including the ability to manage difficult behaviors and conflict.
Must be able to identify different learning styles and adapt trainings to meet trainees’ needs.
Must be able to adapt existing trainings to meet department’s specific needs, policies and procedures.
Must be flexible and comfortable working in an environment that includes continual change for quality improvement as well as comfortable with repetition and providing the same training many times in a row
Must have the ability to: develop a thorough knowledge of benefits, related payment policies, and medical terminology, work independently as well as within a team environment, prioritize work, and manage and track outstanding work and work due in the future.

Desired Knowledge, Skills & Abilities

Proficient in the use of multimedia editing software.
Demonstrated proficiency in conducting and overseeing sizable presentations through video conferencing platforms and in person.
Experience with narration and voiceover.

Required Language(s)

English

Desired Language(s)

Bilingual in Spanish, Portuguese, Cape Verdean Creole, Haitian Creole, or Vietnamese

Other

Be comfortable recording voice and video
Be comfortable presenting to large and small groups in person or in virtual meetings on camera.
Applicants should possess a designated, noise-free area conducive for video recording and delivering presentations.

Commonwealth Care Alliance is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, status as a protected veteran, or any other category protected by applicable federal, state or local laws.

Original Job Description

Training Specialist

MA - Boston - Lafayette City Center

Operations

Job Id

25-765

Job Type

Regular-Full time

Department

Independently present onboarding training to Member Services, Provider Services, Broker Team, Outreach Specialists, Research Specialists, and the off-phone team.
Conduct training as needed in all topics related to the Contact Center, for all states and products. Training topics include training to support role changes, system implementations, process updates, and annual refreshers.
Revise and update training as needed and under the direction of the Supervisor of Training.
Conduct virtual instructor lead training in classroom settings, small groups, and one-on-one.
Conduct training in person as needed in classroom settings, small groups, and one-on-one.
Develop e-learning content including writing and recording slides, hands on activities, screen recording, voiceover, and knowledge checks under the direction of the Supervisor of Training and the SME senior trainers.
Support trainees post-training as well as existing staff by answering questions and directing to correct resources.
Maintain detailed reports on staff training performance and progress, as well as training history.
Report back to department leadership on trainee progress, identifying areas of strength and areas for improvement.
Manage interpersonal and classroom behaviors while leading training.
Provide feedback and coaching to trainees on their performance, strengths, and areas for improvement.
Support process improvement projects to help operations meet and exceed quality standards and streamline processes.
Participate in development of new programs, system implementations, and department initiatives.
Use computerized systems for tracking, information gathering and troubleshooting.
Remain up to date on and understand all department educational resource materials in order to respond to questions and concerns accurately and appropriately.
Individuals in this position may be called upon to assist with handling inbound and outbound phone calls including during special projects, high call volume days, and for about 8 hours a week during our AEP and OEP enrollment periods (annually October 15 - March 31).
Compete other duties as assigned.

Working Conditions

Standard office conditions.

Required Education

Bachelor’s degree or equivalent experience

Required Experience

Experience of 1-3 years in the training and/or customer service industry

Desired Experience

Extensive background in providing training and excellent customer service within the health insurance industry.

Required Knowledge, Skills & Abilities

Must have 1 or more year of experience providing customer focused service/activities; experience professionally answering calls (ideally in a Contact Center scenario) and managing large amounts of email; experience independently problem-solving by referencing information and policies.
Must possess exceptional Microsoft Office skills (Word, Excel, Outlook, PowerPoint), and internet research skills.
Proficiency in utilizing video conferencing platforms like Zoom or Teams to lead meetings, presentations, or training.
Must be able to demonstrate productive and independent time management.
Must exhibit strong analytical skills for the understanding, interpretation and communication of complex data.
Must possess exceptional oral and written communication skills including the ability to manage difficult behaviors and conflict.
Must be able to identify different learning styles and adapt trainings to meet trainees’ needs.
Must be able to adapt existing trainings to meet department’s specific needs, policies and procedures.
Must be flexible and comfortable working in an environment that includes continual change for quality improvement as well as comfortable with repetition and providing the same training many times in a row
Must have the ability to: develop a thorough knowledge of benefits, related payment policies, and medical terminology, work independently as well as within a team environment, prioritize work, and manage and track outstanding work and work due in the future.

Desired Knowledge, Skills & Abilities

Proficient in the use of multimedia editing software.
Demonstrated proficiency in conducting and overseeing sizable presentations through video conferencing platforms and in person.
Experience with narration and voiceover.

Required Language(s)

English

Desired Language(s)

Bilingual in Spanish, Portuguese, Cape Verdean Creole, Haitian Creole, or Vietnamese

Other

Be comfortable recording voice and video
Be comfortable presenting to large and small groups in person or in virtual meetings on camera.
Applicants should possess a designated, noise-free area conducive for video recording and delivering presentations.

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