Edtech.com's Summary

American Specialty Health is hiring a Training Specialist for their ASHCare Managed Services department. The role involves designing, developing, and delivering training programs using adult learning theories, supervising new hires, and collaborating with leadership to assess and meet training needs aligned with organizational goals.

Highlights

Design and deliver training programs using methodologies like A.D.D.I.E and adult learning theory.
Conduct needs assessments, analyze performance data, and maintain a training catalog with regular updates.
Supervise and support new hires during onboarding, including handling escalated calls and providing feedback to leadership.
Collaborate with leadership to develop training calendars and individual development plans.
Serve as a subject matter expert to support new program implementations and training materials creation.
Proficient in Microsoft Office Suite including Word, Excel, PowerPoint, SharePoint, and Teams.
Minimum of 1 year of customer service experience in a call center; ASHCare Managed Services experience preferred.
Strong communication, coaching, mentoring, and leadership skills required.
Salary range from $45,000 to $50,000 annually based on qualifications and experience.
Remote position requiring stable internet with minimum 50 Mbps download and 10 Mbps upload speeds.

Training Specialist Full Description

Training Specialist (Remote)

Customer Service
Remote, United States

Description

American Specialty Health Incorporated is seeking a Training Specialist to join our ASHCare Managed Services (AMS) department.

ASHCare Training Specialists design, develop, and deliver high-quality training programs following established best practices and methodologies in adult learning theory. This includes identifying learner needs, creating engaging and interactive content, utilizing various instructional design models, incorporating feedback for continuous improvement, and ensuring the alignment of training materials with organizational goals and compliance standards. Training specialists are also responsible for supervising new employees through their introductory period.

Salary Range

American Specialty Health complies with state and federal wage and hour laws and compensation depends upon candidate’s qualifications, education, skill set, years of experience, and internal equity. $45,000 to $50,000 Full-Time Annual Salary Range.

Remote Worker Guidelines

Remote Worker Guidelines: Candidates who are selected for this position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. This remote/WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network (minimum internet download of 50 Mbps and 10 Mbps upload speed).

Responsibilities

Design, develop, and deliver high-quality training programs.
- Design, develop, update, and deliver trainings using current best practices for adult learning theory (e.g. – A.D.D.I.E methodology) to new and existing AMS team members.
- Perform needs assessments, evaluate performance data, and collaborate with leadership to determine staff developmental requirements for skill development or training.
- Participate in ongoing inter-rater reliability and calibration exercises for quality assurance to identify training gaps and needs.
- Maintain a training catalog for all training materials with an established review cycle to ensure they are up to date.
- Collects and maintains training feedback to analyze and assess training performance including quality of training materials, delivery of training and satisfaction of trainees.
- Collaborate with leadership to develop and maintain an annual training calendar for new and existing team members.
- Track and report on all training activity within the department.
- Develops learning objectives, role plays, and other experiential tools and techniques to enhance learning of trainees and assure training programs start and end on time.
- Utilizes new forms of technology to deliver trainings when appropriate.
- Incorporate procedures and policies into all trainings and identifies and assists in the writing or updating procedures or policies.
- In collaboration with leadership, develop and implement individual skill development and training plans as needed.
Provide supervision and support to new hires during onboarding.
- Offer support to handle or escalate tough interactions and debrief on calls, serving as a resource for agents with inquiries not found in knowledge management tools.
- Handle escalated calls for agents in training.
- Educate staff and assure compliance with all department and company policies and procedures.
- Assesses New Hire performance and provide detailed feedback to AMS leadership on strengths and opportunities of new agents.
- Provides feedback to Knowledge Management Analysts on possible resource enhancements.
- Coach, mentor, and support AMS team members to improve their knowledge and skills.
- Meet individually with employees to review their progress.
- Identify, document, and address any personnel/performance issues that arise during training.
- Work with Management to transition oversight of new hires, post introductory period.
Participates as an AMS subject matter expert (SME) to support ongoing development and implementation of new programs.
- Participates in development work group meetings when needed to learn system processes for new product launches and create training materials.
- Assist sales and clinical teams, as requested, to provide professional presentations about the AMS service experience and perform mock/demo calls.
- Seek to understand program and product updates to proactively identify training needs.
- Performs research and reviews current literature to stay up to date on best practices.
Performs other duties as assigned
Complies with all policies and standards

Qualifications

High School Diploma required.
1 year progressive experience performing customer service duties in a call center required.
1 year ASHCare Managed Services preferred.
Proficient in Microsoft Office applications including Word, Excel, PowerPoint, SharePoint, and Teams required. (High proficiency)
Prior training and/or supervision experience strongly preferred. (High proficiency)
Strong verbal and written communication skills. (High proficiency)
Ability to effectively lead individuals with diverse backgrounds and needs. (High proficiency)
Ability to present information with small and large groups. (High proficiency)
Thorough knowledge of ASH policies, procedures, and relevant software programs. (High proficiency)
Team-oriented with cross-functional collaboration skills in a fast-paced environment. (High proficiency)

Core Competencies

Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
Ability to effectively organize, prioritize, multi-task and manage time.
Demonstrated accuracy and productivity in a changing environment with constant interruptions.
Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions.
Ability to exercise strict confidentiality in all matters.

Mobility

Primarily sedentary, able to sit for long periods of time.

Physical Requirements

Ability to see, speak, and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Ability to travel within and around the facility or Work from Home (WFH) environment. Capable of using a telephone, computer keyboard, and mouse. Ability to lift up to 10 lbs.

Environmental Conditions

Work-from-home (WFH) environment.

American Specialty Health is an Equal Opportunity/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth, related medical conditions, breastfeeding, and reproductive health decision-making), gender, gender identity, gender expression, race, color, religion (including religious dress and grooming practices), creed, national origin, citizenship, ancestry, physical or mental disability, legally-protected medical condition, marital status, age, sexual orientation, genetic information, military or veteran status, political affiliation, or any other basis protected by applicable local, federal or state law.

Please view Equal Employment Opportunity Posters provided by OFCCP here.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact our Human Resources Department at (800) 848-3555 x6702.

ASH will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information.

#LI-Remote #Concierge #CustomerService ##CallCenter #Train

Original Job Description

Training Specialist (Remote)

Customer Service
Remote, United States

Description

Salary Range

Remote Worker Guidelines

Remote Worker Guidelines: Candidates who are selected for this position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. This remote/WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network (minimum internet download of 50 Mbps and 10 Mbps upload speed).

Responsibilities

Design, develop, and deliver high-quality training programs.
- Design, develop, update, and deliver trainings using current best practices for adult learning theory (e.g. – A.D.D.I.E methodology) to new and existing AMS team members.
- Perform needs assessments, evaluate performance data, and collaborate with leadership to determine staff developmental requirements for skill development or training.
- Participate in ongoing inter-rater reliability and calibration exercises for quality assurance to identify training gaps and needs.
- Maintain a training catalog for all training materials with an established review cycle to ensure they are up to date.
- Collects and maintains training feedback to analyze and assess training performance including quality of training materials, delivery of training and satisfaction of trainees.
- Collaborate with leadership to develop and maintain an annual training calendar for new and existing team members.
- Track and report on all training activity within the department.
- Develops learning objectives, role plays, and other experiential tools and techniques to enhance learning of trainees and assure training programs start and end on time.
- Utilizes new forms of technology to deliver trainings when appropriate.
- Incorporate procedures and policies into all trainings and identifies and assists in the writing or updating procedures or policies.
- In collaboration with leadership, develop and implement individual skill development and training plans as needed.
Provide supervision and support to new hires during onboarding.
- Offer support to handle or escalate tough interactions and debrief on calls, serving as a resource for agents with inquiries not found in knowledge management tools.
- Handle escalated calls for agents in training.
- Educate staff and assure compliance with all department and company policies and procedures.
- Assesses New Hire performance and provide detailed feedback to AMS leadership on strengths and opportunities of new agents.
- Provides feedback to Knowledge Management Analysts on possible resource enhancements.
- Coach, mentor, and support AMS team members to improve their knowledge and skills.
- Meet individually with employees to review their progress.
- Identify, document, and address any personnel/performance issues that arise during training.
- Work with Management to transition oversight of new hires, post introductory period.
Participates as an AMS subject matter expert (SME) to support ongoing development and implementation of new programs.
- Participates in development work group meetings when needed to learn system processes for new product launches and create training materials.
- Assist sales and clinical teams, as requested, to provide professional presentations about the AMS service experience and perform mock/demo calls.
- Seek to understand program and product updates to proactively identify training needs.
- Performs research and reviews current literature to stay up to date on best practices.
Performs other duties as assigned
Complies with all policies and standards

Qualifications

High School Diploma required.
1 year progressive experience performing customer service duties in a call center required.
1 year ASHCare Managed Services preferred.
Proficient in Microsoft Office applications including Word, Excel, PowerPoint, SharePoint, and Teams required. (High proficiency)
Prior training and/or supervision experience strongly preferred. (High proficiency)
Strong verbal and written communication skills. (High proficiency)
Ability to effectively lead individuals with diverse backgrounds and needs. (High proficiency)
Ability to present information with small and large groups. (High proficiency)
Thorough knowledge of ASH policies, procedures, and relevant software programs. (High proficiency)
Team-oriented with cross-functional collaboration skills in a fast-paced environment. (High proficiency)

Core Competencies

Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
Ability to effectively organize, prioritize, multi-task and manage time.
Demonstrated accuracy and productivity in a changing environment with constant interruptions.
Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions.
Ability to exercise strict confidentiality in all matters.

Mobility

Primarily sedentary, able to sit for long periods of time.

Physical Requirements

Ability to see, speak, and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Ability to travel within and around the facility or Work from Home (WFH) environment. Capable of using a telephone, computer keyboard, and mouse. Ability to lift up to 10 lbs.

Environmental Conditions

Work-from-home (WFH) environment.

American Specialty Health is an Equal Opportunity/Affirmative Action Employer.

#LI-Remote #Concierge #CustomerService ##CallCenter #Train

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