Customer Solution Center Training Development Specialist III

Salary Range:  $88,854.00 (Min.) - $115,509.00 (Mid.) - $142,166.00 (Max.)

 

Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members, we make sure our members get the right care at the right place at the right time.

Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.
 

Job Summary

The Customer Solution Center (CSC) Training Development Specialist III plays a key role in enhancing employee skills, knowledge, and performance by designing, developing, and facilitating high-impact learning programs.

The CSC Training Development III designs and conducts training programs using established regulatory and departmental guidelines. This position focuses on building engaging and effective learning experiences through instructional design, content development, and live facilitation.

Acts as a Subject Matter Expert, serves as a resource and mentor for other staff.

Duties

Responsible for providing ongoing CSC training on the core processing system, processing procedures, training regulatory changes that affect established procedures. 

Provide ongoing CSC training on the core processing system, processing procedures, training regulatory changes which will affect established procedures, working with the quality team on quality and performance guidelines, creating and maintaining departmental policy and procedures.

Evaluate initial CSC training and ongoing learning opportunities to achieve consistency, efficiency, and productivity among the staff.

Work together with cross-functional teams to translate technical or complex content into accessible and engaging learning solutions.  Work with the quality team on quality and performance guidelines, in creating and maintaining departmental policy and procedures.

Develop storyboards, scripts, and prototypes for digital and blended learning solutions.  Use eLearning authoring tools (e.g., Articulate Storyline, Adobe Captivate, Rise 360) and Learning Management Systems (LMS) to deliver and manage content.

Design, develop, and deliver engaging learning content using instructional design best practices for in-person, virtual, and hybrid formats.  Evaluate initial training and ongoing learning opportunities to achieve consistency, efficiency, and productivity among the staff.

Facilitate CSC specific training sessions, workshops, and programs that support employee development, onboarding, leadership, and technical skill-building.  Maintain documentation, including database/system updates, training agendas, sign-in sheets, etc. to demonstrate trainee compliance with department requirements.

Duties Continued

Assess training effectiveness and learner performance using feedback, analytics, and learning assessments; iterate to improve content quality and outcomes.  Identifies gaps in knowledge, skills and abilities, assess and recommend training/education measures to resolve issues and enhance staff performance.  Propose program modifications to enhance performance and positively influence member satisfaction survey results.

Create and manage the CSC courses for the Learning Management System (LMS), ensuring content is current, accessible, and engaging. Maintain CSC specific training documentation, including database/system updates, training agendas, sign-in sheets, etc. to demonstrate trainee compliance with department requirements. Conduct assessments after CSC specific training to measure, record, and report feedback on training material and sessions.
 

Applies subject expertise in evaluating business operations and processes. Identifies areas where technical solutions would improve business performance. Consults across business operations, providing mentorship, and contributing specialized knowledge. Ensures that the facts and details are