Lead Trainer

S&S Health is a premier healthcare administration company located in Cincinnati, Ohio. We offer self, level and fully funded solutions that lower costs while improving outcomes with a consumer centric experience. Our integrated benefits, services and technology platform have been developed to serve the needs of Employers, TPAs, and Health Systems. The company has a nationwide presence with the ability to sell and service in every state.The trainer is responsible for planning, developing, implementing, evaluating, and delivering comprehensive virtual training and blended learning to a varied audience that have multiple and diverse skill sets. 

The trainer is responsible to provide new employee and relevant ongoing skills enhancement and professional development continuing education for our Customer Service Representatives and Claims Administrators. Effective training is expected to optimize staff performance resulting in low staff attrition, high employee satisfaction, excellent NPS, quality and performance metrics, and supports growth through customer retention. 

S/he serves as a leader who creates innovative learning solutions that leverage technology, are effective in a virtual environment and focus on the needs of the trainees. The trainer is a resource who provides active support to our Customer Service Representatives (CSRs), Claims Administrators, and management team. 

The trainer is actively involved with auditing, participates in continuous quality improvement projects, committees, and provides feedback and recommendations for coaching staff to enhance the performance and professionalism of individuals and teams. 

Responsibilities:

• Coordinates the planning, development, evaluation, revision, enhancement and standardization of training programs and materials.
• Delivers a consistent efficient and effective training program (orientation and ongoing training). 
• Create and administer assessments to measure participants’ understanding of delivered training. 
• Evaluate the effectiveness of training through key performance indicators. 
• Is responsible to ensure training materials are documented and designed accurately and revised as needed to keep pace with current practice. 
• Maintain accurate records of training, attendance, and outcomes. 
• Works with divisional leaders to optimize tools such as LMS to leverage and design effective delivery of training in a virtual environment.
• Knows how to maximize training tools to effectively deliver training through a virtual interactive environment. 
• Builds, maintains, and collaborates partnership with appropriate business partners to ensure that changes in information technology, equipment, processes, new or revisions in products and services are communicated and implemented in a timely and accurate manner.  
• Participates as required in process design or revisions by providing input and feedback.
• Is adept at process documentation and serves as a content gatekeeper ensuring content feedback is captured, communicated, and utilized appropriately.
• Serves as an advisor and resource for our Customer Service Representatives (CSRs), Claims Administrators, and leadership related to all mandatory and recommended training. 
• Can teach a wide range of skills required (professional development, technology, process) to train S&S’s diverse learning and development requirements.

Required Qualifications:

• Three years of proven experience developing and facilitating training.
• Exceptional communication and presentation skills and demonstrated ability to communicate and lead in a training environment to engage a diverse population.  
• Experience working as an independent, autonomous contributor. 
• Organized, good time management and planning skills. 
• Manage multiple tasks with minimal supervision. 
• Proficient with Microsoft Office, PC skills, and able to troubleshoot minor technical issues.

Preferred Qualifications:

• Bachelor’s Degree in relevant field, and/or certification in training and development. 
• Experience in training design.
• Familiarity with e-learning platforms and technology.  
• Able to research and apply adult learning concepts and industry best practices.
• Foundational knowledge of adult learning practice and impact (ADDIE, Kirkpatrick's Levels of Evaluation, Bloom’s Taxonomy, etc.).
• Detail oriented, analytical, and problem-solving skills.
• Confident working with some ambiguity.

Soft Skills:

• Must be highly organized, detail-oriented, thorough, and accurate.
• Excellent written and verbal communication skills with a high level of drive and people skills